We are happy to announce the launch of multiple communication tools for the banking industry. These unified communication tools are available for the FINTech industry. It means any financial or banking service provider companies or organizations can use these tools.
Some of the major FINtech organizations are listed below:
Cloud call center solutions or on-premises call center solutions, it does not make any difference to customers. However, it can positively impact call centers. Both, on-premises and cloud call center solutions have their own advantages and disadvantages. As cloud call center solutions are gaining more popularity because of added flexibility shared by this type of software, we will cover it in this blog post.
To help you assure you are receiving maximum returns from your cloud call center solution, we will share some major KPIs. You must measure these KPIs to review and enhance the performance of your team and call center solution, as well as, leverage several other advantages.
There can be different types of SLA in a call center. Number one is the uptime of the software. Your cloud call center software must have 98% or more uptime SLA. If it is not, you must change the provider. Another SLA is the number of calls handled within working hours or a specific timeframe. This shows how productively your agents perform.
It is another important KPI that any call center that uses a cloud call center solution or on-premises contact center solution must measure. This score shows the percentage of clients that are happy with your offerings and services. You can run a survey using your cloud call center solution to collect feedback from customers to define CSAT. You can also measure other KPIs that can also give a hint of customer satisfaction rate. Some of the KPIs that show customer satisfaction are as below:
This is another important KPI that needs to be managed by your call center. The customer churn rate defines the number of customers you are losing in a predefined time period. This can be possible for multiple reasons such as:
It is necessary to focus on this KPI to make sure you increase CSAT and increase customer loyalty, too. Increased customer loyalty defines increased revenue.
Agents not only use the cloud call center solution, but they are also responsible for improving or degrading the value of other KPIs. Therefore, it is necessary to monitor their performance via major KPIs such as:
These are the top performance indicators that can define whether your agents perform productively or not and whether they are taking advantage of your cloud call center solution or not.
We offer on-premises and cloud call center solutions. If you are interested in using a cloud call center solution for your call center, we have some interesting deals for you. Contact us for more details.
People are more conscious about their health nowadays. People invest in health insurance, Mediclaim, etc. People also get regular body checkups to stay healthy and fit. Moreover, the healthcare industry has become quite advanced now and therefore, there are many offerings along with traditional healthcare services. From annual health checkup plans to cosmetics, healthcare membership, and many other healthcare products are available for regular customers.
In this case, often debt collection becomes an important job in the healthcare industry. We offer a contact center solution, which is popularly known as DialShree. This software is one of the most advanced call center solutions that can be used to enhance different unified communication-related operations in businesses. Along with this contact center solution, we also offer a collection module as an add-on that can be integrated into the DialShree: contact center software with call center collection module integration. This integrated solution can help the healthcare industry to increase debt collection.
Let us share how:
The leads aka customers can be classified into different groups, commonly referred to as buckets. The customers can be classified and grouped based on their payment patterns, total debt, missed EMIs, etc. The classified groups can help a healthcare organization to create custom collection campaigns with custom scrip, auto dialer, etc.; put agents depending on the required skills to handle that group of customers, and make other decisions to run a custom and successful campaign for each group. This can help in increasing debt collection for the healthcare industry.
The collection module integrated into the DialShree: contact center software with call center collection integration provides some unique features related to collection campaigns. One of the most important and unique features available in this collection module is the payment utility. This feature performs multiple jobs. One of them is filtering leads based on their payment status. It means if a customer has already paid for its healthcare product and its lead is in the group because the group was created before the payment is made, the payment utility feature will skip the customer from its auto dialing list. This will not only save the time of agents from calling someone who has already paid his/ her debt, but it will also contribute to a better customer experience.
The contact center solution with an integrated collection module will provide custom dispositions related to collection campaigns such as a promise to pay. The custom disposition will save the time of agents from writing the disposition manually. Along with customer dispositions, there will be some validations. For example, if the customer has given a promise to pay, then the agent will need to write the date on which the customer has promised to pay. Without writing that date, the contact center solution will not let the agent move to the next lead.
This is how DialShree, a contact center solution with an integrated collection module can help the healthcare industry to increase debt collection. Let us share more in detail along with a complete walkthrough of DialShree and the collection module. Contact us to book a demo and a discussion call.
Call center optimization is necessary to improve performance, productivity, customer satisfaction, business, revenues, etc. Along with the best call center solution and skilled agents, a strategic approach is a must for call center optimization.
In this blog post, we will share a complete guide on effective call center optimization.
Call center optimization is nothing more than the improvement of different aspects in a call center to optimize operations, policies, and overall performance to increase ROI (Return over Investment). For call center optimization defining KPIs (Key Performance Indicators) is necessary. Depending on the major operations and aims, a call center should define the KPIs. For example, call centers focusing on customer experience should define KPIs related to customer experience like first call resolution, abandoned rate, etc. While the call centers working on collection campaigns must focus on KPIs like average time to answer, average call duration, number of PTP, etc.
Once the KPIs are defined, call centers can define different policies to improve the defined KPIs. For example, the call centers working on collection campaigns can get call center collection integration and ask agents to use that for call center optimization. A call center focusing more on customer experience can recruit more agents to deliver a better customer experience. Other than this, the call script can also be customized depending on the KPIs.
Once the policies are defined and conveyed to agents, it is necessary to monitor KPIs. The reports available in a call center solution can help in monitoring a majority of defined KPIs. A call center can also get customization to add more reports or graphical reports to simplify KPI monitoring. For example, if you are using an open source call center solution, VICIDial, then it does not have graphical reports. You can invest in VICIDial customization to add graphical reports. Once you have all the reports to monitor performance, you should also invest in the optimization process. For example, if you are using a VICIDial solution, you would not find some important features. You can take the help of VICIDial experts for VICIDial customization to add more features to this solution. You may also need to run some training programs to train agents as part of call center optimization.
The technology tools and team both need upgradation at a regular interval to improve performance. It is part of call center optimization. For example, if you are using a VICIDial solution, it is time to get an omnichannel contact center solution as that provides a competitive edge. Your agents need to work hard for better performance and for that their knowledge and skills need to be regularly upgraded. In a nutshell, keep upgrading your team, omnichannel contact center solution, and other things in the call center for better optimization.
These are the major tips that you can use for call center optimization.
We offer tools like an omnichannel contact center solution, CRM software, VICIDial customization, call center collection module, call center CRM integration, etc. If you are looking for any of these solutions or services, contact us.
Virtual call centers are increasing because of a plethora of advantages available to them. Technology tools have been supporting the work from home models for call centers. Some innovative tools such as the Work from Home add-on are also introduced to empower call centers that offer a work from home option for their agents. A cloud call center solution has been in the market for some years to support secure access to the call center solution for remote call centers.
Along with the right technology tools, the remote call centers should also focus on designing the right agent training program. Let us share some of the tips to train your work from home agents.
Nowadays, easy-to-use technology tools are available in the market. A cloud call center solution will have easy to use user interface. The omnichannel communication tools will be integrated within the cloud call center solution, so agents will find them as one of the integrated features. Likewise, the work-from-home add-on is also very easy to use.
Still, giving a walkthrough of software and details of standards to use the cloud call center solution, work from home add-on, etc. can be beneficial to implement a standard working procedure for a remote call center.
In many call centers, training is considered a one-time process, but agent training has to be regular and recurring. Of course, it is not necessary to repeat the same thing again and again. However, covering different aspects of emotional engagement with customers to effective cold calling tricks, interpersonal skills, calling etiquettes, so on and so forth should be covered in training programs. Keep enhancing the knowledge of agents, so they can enhance their performance and improve productivity.
Usually, the call centers focus on common training, which is good in some cases such as giving training on a call center solution. It has to be common as all agents need to learn the same thing. However, different agents can have different weak points in a remote call center environment. In this case, grouping agents according to the challenges they face and providing personalized training can help in improving the results of training. The cloud call center solution can provide the required details to group agents as per their performance.
Agents are likely to forget what they have learned in the call center training sessions. Therefore, it is recommended to let agents refer to training material in the future. The training sessions and material can be recorded and placed on the cloud and let work from home agents access it whenever they need it.
A majority of training programs for work-from-home agents don’t give expected results because call centers don’t engage agents during and after the training sessions. Ask questions, take feedback and comments, and in many other ways, try to engage agents in the training sessions, to increase returns and results.
These are the top tips to implement to give more effective training to work from home agents.
If you are looking for a cloud call center solution, work from home add-on, or any other software, then contact us.
IVR (Interactive Voice Response) system used to be an independent solution and still many companies and call centers use it as an independent solution. Because of its amazing functionality and several advantages, many VoIP and telecommunication solutions have made it an integral feature. For example, a call center solution, IP PBX software, etc. solution has IVR as one of the features out of many available.
The customer care departments or centers majorly use IVR for offering self-serving options or to connect customers with the right agents. The call center solution has this feature as one of the call center automation features. To deliver satisfactory customer care services, the call centers need to use this feature strategically. Immature use of the IVR feature of the call center solution can result in increased customer frustration.
To help you in the right IVR designing for customer care, here are the top tips.
These are the top 5 tips to follow to design the right IVR in any company or call center that offers customer care services.
We offer the best call center solution along with IVR and other advanced features. We also offer a Text to Speech solution as an add-on for the call center software or as an independent solution. Contact us to know more about these technology tools for customer care and book a free demo.
Hospitals have been adopting multiple technology tools to improve the patient experience. Just like many other industries, the healthcare industry also faces high competition. That is why focusing on improved patient experience is necessary. Technology tools such as an omnichannel contact center solution for the healthcare industry can help hospitals to overcome multiple roadblocks. One of the roadblocks that an omnichannel contact center solution helps in overcoming is dealing with abandoned calls. (more…)
Call centers invest so much money in hiring the right agents and talented supervisors, buying a feature-rich call center solution, etc. All of this can fail if their call script fails. A call script is often considered one of the standard features available in the call center solution, but it has much value in a successful campaign. This is the reason it is necessary to get an effective call script.
With each passing year, a call script also needs to get upgraded. In fact, for each different campaign, there should be a unique call script. This is the reason a call center solution offers a call script feature for different campaigns. For each campaign, you can have a custom script.
In a nutshell, having the right and upgraded call script is necessary. Let us share the top tips to write an effective call script in 2023.
These are the top 4 tips that you must follow to write an effective call script in 2023.
We can help you with our unified communication solutions that can assist your agents to deliver a better speech to win customers and prospects. A feature-rich contact center solution is one of them. Contact us to know more about our unified communication solutions.
There is a one really useful proverb, called “Words Matter”. What you speak makes a huge impact on someone. In the call center and BPO industry, it is even more important. Whether a call center is offering customer care services or if it runs lead generation campaigns, words matter.
Agents need to know the right phrases to use during each conversation. In a customer care center, this becomes even more important. Customers get upset and furious about the fact that some things are not working as per the expectations. At that time, using the right phrases and be empathetic words is necessary.
We have been offering the best call center solution to customer care centers along with many other industry verticals. Based on our years of experience, we have derived a list of some phrases that agents must use during a call with an upset or angry customer. This will create a positive impression of your call center and customers will feel valued.
This statement gives affirmation and assurance to the customer. A customer would feel relaxed with the assurance that the agent will resolve the issue for him.
It is one of the most empathetic and encouraging sentences an agent can use in the call center. This can also be part of a call script mentioned in the call center solution to make sure the agent does not forget to use this sentence.
When a customer shares his/ her issues, it is likely that an agent needs to fetch some details and check if it is correct or not or if something can be done to resolve customer concerns. Instead of just saying “let me see” and put customers on hold by using the call hold feature of the cloud call center solution, it is necessary for an agent to be more empathetic and professional.
Asking for some time and permission to check the issue can make customers feel attended and valued. They will find it professional that the agent is not just putting a call on the hold abruptly, but taking permission to do that.
Nothing can be as empathetic as getting validation for what you are feeling. The same applies to your customers. When the agent says, he/ she can understand the feeling of the customer and find it apologetic, the customer is likely to find it empathetic and feels good.
Restating the issue to make sure the agent has understood it well and the right resolution can be found, it is necessary to reconfirm the issue with the customer. This will also show agents are attentive and are going to work to resolve the issue.
These are the top empathetic phrases that agents must use to handle customer support calls more professionally. A call center can add all these and other empathetic statements into the call script feature of a call center solution to make it easier for agents to remember and use those empathetic lines.
We offer a call center solution that has a custom call script feature. Moreover, this software has some futuristic and customer care-centric features that can help you improve the results of customer care campaigns. To know more about this call center software and to book a demo, contact us.
Collection agencies specifically work for debt collection to collect EMIs for loans, credit card bills, mortgages, etc. Along with having skilled agents, the collection companies also need the best tools such as a contact center solution.
The contact center solution offers features like predictive dialer, lead grouping, etc. to speed up the process of collection calls. However, still, this is not it. The collection companies will also require add-ons. We have developed a specific add-on, called the collection module.
Call center collection integration integrates the collection module within the call center software. The collection module has amazing features and automation to empower collection agencies. One of the useful features available in this software is reports and analytics.
The collection analytics can help collection companies to operate more efficiently and increase money collection as well as score and credit as an efficient collection agency.
For this, the collection companies need to monitor key collection analytics. Here is a list of collection analytics that has to be measured:
In collection campaigns, there are three types of customers:
The call center solution with an integrated collection module can be used here. In this case, the collection module will allow collection companies to create a bucket list of customers. The analytics given in the contact center solution that is integrated with the collection module can help collection agencies to segregate customers depending on their paying habits and other facts.
The collection companies do a tough job of reaching a client and ask for debt collection. The reason it is a tough job is people are likely to avoid this type of call. Therefore, the collection companies need to keep an eye on the analytics that gives the value of the call connection rate. This can help collection agencies to make a strategy to increase the call connection rate. One of the most useful ways to increase the call connection rate is using the call rotation method. Call rotation can be done using different call routing strategies available in the on-premises or cloud call center solution. It reaches the customers during different times of the day and multiple times in a month or a week, so the probability of attending a call increases and the success rate, too.
The collection agencies need to use multiple communication channels to reach customers to ask for payment. The omnichannel contact center solution can simplify this job as within a single platform, unified communication channels can be used. The collection analytics that shows which communication channel is preferred by customers should be used to increase the customer response rate. The collection agencies can reach the customers via their preferred modes of communication and increase the response rate.
These are three major collection analytics metrics that collection agencies must measure.
We offer the best contact center solution with unified communication support. We have also developed a collection module to automate and empower different operations in a collection agency. Contact us to get further details and book a free demo.