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Category Archives: Cloud Call Center Software

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Call Wrap up Time and Tips to Improve This KPI

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A Complete Guide on Call Wrap-up Time

In a call center, there are many KPIs to measure. Depending on the type of call center, the KPIs (Key Performance Indicators) get measured. Agent productivity is necessary to measure and improve in all call centers. One of the important KPIs related to agent productivity is call wrap-up time.

In this blog, we are sharing what is call wrap-up time and we will also share the top tips to improve this KPI by reducing overall call wrap-up time.

What is a call wrap-up time?

Once the agent completes the call with the customer or prospective customer, the agent needs to do some post-call work after hanging up the call. The post-call, also known as a call wrap-up, work can be anything like adding disposition of the call, making changes in the CRM entry, discussing the issue with the supervisor, etc.

In simple words, the time agents take after hanging up the call before showing their readiness to take another call to perform the call wrap-up task is called call wrap-up time.

How to reduce call wrap-up time?

Higher call wrap time, reduce the overall talk time of agents and definitely increase roadblocks in taking more calls and work productively. Therefore, it is necessary to track and reduce overall call wrap-up time to the possible extent. Your call center solution will show this KPI in the reports section.

Let’s explore the top 3 tips to reduce overall call wrap-up time.

1. Add disposition bucket

It is an advanced feature available to advanced call center solution users like DialShree: call center solution. It is available as an add-on. This add-on shows different disposition messages, which are used more frequently in the call centers. This saves a lot of time of agents otherwise spent in writing the disposition messages. This will help in reducing significant call wrap-up time. We have also developed a disposition bucket add-on for VICIDial open source call center solution. We offer VICIDial customization and a wide array of add-ons to help VICIDial users improve their KPIs, including, the disposition bucket.

2. Take advantage of integration

One of the tasks agents perform as part of post-call work is making entries or changes in the CRM records. In a majority of call centers, this is the norm. This requires switching from the call center solution to the CRM system to make the required changes and switching back from the CRM system to the call center solution. This will waste the time of agents and collectively, it is a lot of time. The call center CRM integration can be a great solution here. This integration will make the CRM system available within the call center solution, so agents will not need to switch back and forth. This will also reduce call wrap-up time.

3. Easy to use solutions

If your systems are complex, then it is obvious that agents may take longer in using them. Thus, adopt an easy-to-use call center solution, CRM software, etc. This will further help in reducing call wrap-up time.

We offer a call center solution, call center CRM integration, VICIDial customization, and other services and solutions to help you improve KPIs. Contact us for more details.

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Tips and Tricks for Outbound Call Centers

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Tips and Tricks for Outbound Call Center

Outbound call centers often face more challenges than inbound call centers because they often focus on difficult goal conversion. Outbound call centers may run campaigns to increase collection, sales, lead generation, etc. These campaigns need skilled agents and the best call center solution. Along with these two, some expert tips can help outbound call centers to thrive.

We have been offering different unified communication solutions like an omnichannel call center solution to outbound call centers for more than 13 years. Based on our years of experience, we have some tips and tricks to share that can help you flourish if you have an outbound call center.

Choose the right auto dialer

The role of an auto dialer in a call center is quite important. The auto dialers automate dialing the number and connecting agents to prospective clients. Many auto dialers can skip the calls that reach the voicemail, IVR, busy tone, etc. In a call center solution, the outbound call center finds multiple auto dialers. Each auto dialer has its own characteristics and benefits to offer. It becomes necessary to understand the functioning of each auto dialer and use the right one based on the nature of the campaign.

For example, cold calling or telemarketing campaigns can use predictive dialer. On the other hand, if you are dealing with warm leads, you should use a preview dialer. You can run A/ B testing with different auto dialers to examine what works best for your campaigns. The key to success here is a selection of the right auto dialer.

Crisp call script

Call script can make it or break it. People are distracted and busy. Grabbing their attention and evoking their interest or making sure they are listening to the message is a tough job. As per the experts, the first 30 to 60 seconds are crucial. The call script has to be crisp and engaging, so attention can be grabbed. The agents should also be trained to use personalization in their pitch. Personalization helps in increasing interest.

Use omnichannel call center solution

Nowadays, reaching prospects or customers is not enough. The outbound call centers need to make sure they reach out to the prospects and customers at the right time and using the right platform. Nowadays, there are several communication channels available such as WhatsApp, social media, SMS, email, etc. It is necessary for outbound call centers to use an omnichannel call center solution, so customers can be reached out via their preferred mode of communication.

Be tight in follow-ups

Whether you run a collection agency, telemarketing company, or any other campaign in your outbound call center, you must know that follow-ups are very important. Use callback scheduling and unified communication channels to send tight follow-ups.

Concluding notes

Along with having the best call center solution and skilled agents, outbound call centers need to take care of some other things as well, as mentioned in this blog. If you don’t have the best call center solution with omnichannel communication support, we can help you. Contact us for more details.

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Major Customer Experience Mistakes to Avoid

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Major Customer Experience Mistakes to Avoid

There are tons of articles written on the fact that shares the top tips to improve customer experience. Those articles are definitely great as they help in improving some areas to deliver a better customer experience. However, along with learning what to do, one should also emphasize learning what not to do. In this blog, we are going to share the major mistakes your agents or team might be making and those should be immediately stopped.

Not greeting customers correctly

Customers usually call to get support when they are stuck with something and they would be quite frustrated. At this time, they might be ready to share all their issues in one go as soon as the phone is attended by a support executive. However, it is necessary to take time to greet customers properly. This would help in calming down the customer a bit. Also, it reflects the professionalism of the company. Thus, greetings are necessary. The call center solution often shares a feature, called, “Call Script”. This feature can be used in greeting all customers in the same way and create the right first impression.

Putting customers on hold for a way long time

Knowingly or unknowingly, agents put customers on hold for a longer time period. It is necessary to understand that customers would be angry or upset and putting them on hold for way too long would fuel up their anger. Thus, agents must keep customers engaged. If it would take longer to fetch the information, the agent should keep retrieving the call and inform the customer that it is taking a bit longer or the agent should propose a callback option. If a call center uses an omnichannel call center solution, then another option can be to connect with the customer using other modes of communication like WhatsApp, email, live chat, etc.

Having a poor IVR

Having complex and too long IVR menus can confuse customers and make it tough for them to connect with the right agent. Also, the IVR prompts should be loud and clear, so customers don’t find them too tough to understand. The rule of thumb is IVR should be short and returning to the main menu should be easy.

Not personalizing the responses

This is another major mistake, which many agents make. Nowadays, many amazing tools are available such as call center CRM integration, which provides enough information about the customer to the agent during a live call to let agents personalize the conversations. Avoid this mistake at any cost.

Interrupting customers while they are talking

Interrupting anyone who is speaking is considered bad manners and interrupting a customer sharing his issue is considered a big mistake. It will make the customer feel more offended. Agents should make sure that they never cut the customer in between when they are speaking or if it is necessary to interrupt them for any reason, then asking for their apology is necessary.

We offer a call center solution, call center CRM integration, and many other tools that can help you improve customer experience and avoid major mistakes that would result in poor customer experience. Contact us for more details.

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The Rise of Omnichannel Call Center Solutions

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The Rise of Omnichannel Call Center Solutions

Technology shifts are common in all industries and call center is not an exception here. In the past few years, many changes and shifts have occurred and we are going to talk about one of the major shifts in this industry.

The omnichannel call center solutions have risen like anything in the past few years. There is a rapid increase in its use and its demand is going to rise in the upcoming years.

There are many reasons behind the clear rise of this type of call center solution. Let’s explore some of them:

1. It puts customers at the center of everything

A major goal to be achieved for any call center is clearly increasing customer satisfaction and buyer’s experience. A majority of call centers work with this fundamental objective. A call center solution is used to provide the required support to customers.

The omnichannel call center solution helps call centers to put customers at the center of everything and help call centers achieve their goals. Customers are free to connect to the customer support agent via their preferred mode of communication. They do not need to wait in the long call queue. They can have a conversation on the go via WhatsApp or instant messaging. They can also request a callback. The omnichannel call center solutions have a range of client-centric features to offer to its customers. This is increasing the demand and popularity of an omnichannel call center solution among call centers for which customer experience is very crucial.

2. It increases sales by reaching prospects effectively

Some call centers run campaigns to reach prospective customers to increase sales. These campaigns can be cold calling or telemarketing or the calls can be related to cross-selling and upselling. In sales of any sort, timing and medium are really important. It is necessary to reach prospective customers at the right time using the right medium. An omnichannel call center solution allows call centers to achieve that. It has auto dialers like a predictive dialer, which can make sure the agents reach out to the customer at the right time. It also supports unified communication channels, so agents can reach prospective customers via the preferred communication channels of the customer. Moreover, agents can use multiple communication channels to engage prospective customers in the conversation and increase sales. This is another reason behind the increasing popularity of this software.

3. It increases ROI

The omnichannel call center solution comes up with various features, which let call centers save a lot of time, money, and other resources. Not only this, but it also helps agents to perform more productively and efficiently. In addition to that, this software also helps in automating many tasks. In a nutshell, this software is capable to increase productivity and customer satisfaction. On the other hand, it saves money. Ultimately, it increases ROI.

These are the top reasons the omnichannel call center solutions are so much in demand and continue to rise. Contact us to know more about the omnichannel call center software.

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Call Center WhatsApp Integration for Collection Agencies

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Call Center WhatsApp Integration for Collection Agencies

Collection agencies often look for strategies to improve their productivity and other important metrics. Technology can help collection agencies similar to many other industries. We, Elision, have developed a collection module with a payment utility. It helps in reducing a lot of manual work, which helps collection agencies to reduce their workload and focus completely on complex cases.

You can know more about the collection module developed for collection companies, here.

Along with integrating the collection module into the call center solution, collection agencies can also adopt more technology tools to improve major KPIs. Call center WhatsApp integration is one of the technological boons that collection agencies can adopt. There are many amazing benefits of using this integrated solution.

Let us share more details about call center WhatsApp integration and how it is beneficial to collection agencies:

What is call center WhatsApp integration?

We integrate WhatsApp business into the call center solution of collection agencies. This integrated solution lets collection agencies use all features of the WhatsApp web such as:

  • Two-way chat
  • File share
  • Image share
  • Document and PDF share
  • And more

There are many benefits and use cases of using a call center solution with WhatsApp as an added communication channel in any collection company. Let me share the top benefits of using WhatsApp in collection agencies.

Save time

One of the major tasks of collection agencies is calling customers to give reminders related to their upcoming EMI dates. There are many customers that need a single reminder. For this type of customer, sending a WhatsApp message can be even more time savior than calling individually. One can also use the Smart WhatsApp tool, which allows WhatsApp broadcasting. This saves time even further. The customers with queries and concerns will revert to the WhatsApp messages. Agents can respond to these customers without leaving the window of their call center solution.

Give quick responses

Often customers come up with some small issues and queries related to EMI and its payment. Calling a customer support center and waiting for an agent to attend the call can be a lengthy process for them. It also keeps an agent occupied to handle the customer and then complete the disposition and other wrap-up processes. Unlike that, WhatsApp can speed up this whole process. Customers can ask their queries on the go and get a response within a few minutes. Agents also don’t need to invest time in the wrap-up process, plus, agents can handle multiple WhatsApp chats in parallel.

Provide rich communication via customers’ preferred communication channel

WhatsApp is a preferred mode of communication for many. With call center WhatsApp integration, a collection agency can make sure that it offers the required support to the customer via their favorite communication channel. It also lets agents use rich communication features like emoticons, file exchange, etc. to improve client satisfaction.

We offer call center WhatsApp integration as well as a smart WhatsApp tool to collection agencies. If you want to know more about these services or how we can help your collection agency, contact us.

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Call Center CRM Features and Their Benefits

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Call Center CRM Features and Their Benefits

Many call centers using a call center solution often ignore the importance of using a CRM solution along with this software. A CRM system can give a broader view of customers and prospects to the call center agents, so they can manage the calls better. Not only this, an integrated solution made available with the call center CRM integration has many amazing features to offer. Each of these features is capable to provide several advantages to the call centers using this software.

Let’s explore some of the major features made available with call center CRM integration and their major benefits. (more…)

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Elision Launched Smart Grievance Management System for Smart Cities

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Elision Launched Smart Grievance Management System for Smart Cities

We, Elision Technologies Pvt. Ltd, have been offering smart city solutions. Some of the well-known smart cities in India use our smart city solutions like GMDA (Gurugram Metropolitan Development Authority), Agra smart city, etc. Along with these smart cities, many businesses and enterprises also use our one or more smart city solutions. We are launching a comprehensive grievance management solution for smart cities, which can also be used by any company or organization. (more…)

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Which Are Must Have Tools for Agents Working from Home?

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Must Have Tools for Agents Working from Home

The pandemic has started taking a turn and the new strain of the Coronavirus has proven to be more dangerous. It is spreading the disease faster and there is much happening across the world because of COVID 19. Many countries have started shutting down their borders and many businesses have again switched their operational models to remote. If you are running a call center and going to operate remotely, then there are some tools, which your agents need to work productively.

In this blog, we will share major tools that are must to support agents working from home.

1. Hassle-free access to the call center solution

This is the fundamental need of agents as they need to work from home. The dialer aka call center solution should be easily accessible, so they can log in and work using it. The cloud call center solution is one option, which offers secure access to the call center software to remote agents. If you have on-premises servers, on which the dialer software is hosted, then you might not want to move it to the cloud. In this case, you can use the “Work from Home” add-on. This add-on can help you in accessing the call center solution from remote locations without compromising security. It also lets agents work in any condition.

To know more about work from home add-on, click here.

2. Flexibility to work without or with low bandwidth internet

The call center solution usually gets accessed via a web-based user interface. Therefore, agents need to have an internet connection to work on it. Moreover, the calls get carried out via an internet connection. This increases the need of high bandwidth internet. All agents might not be able to arrange high bandwidth internet. Therefore, it is necessary to focus on other options that let agents work even with no internet or a connection with low bandwidth. The option here is the “Work from Home” add-on. It lets agents work in both conditions using low bandwidth or no internet connection.

3. Mobile app of the call center dialer

Some agents might not have a laptop or a computer. In that case, they need to use their smartphones to operate remotely. The agent panel of the call center solution has to be mobile-friendly, so agents can access its features with ease on mobile devices. Other than that, a more important thing is, a call center should have a mobile app to simplify the access of the dialer using smartphones. For example, our DialShree Mobi is a perfect solution that can be used to access all features of the agent panel via the app and work productively.

4. Collaboration tools

When agents work from home, they may need more encouragement, engagement, and motivation. All this is possible with the collaboration tools. The call center solution offers internal chat and WhatsApp to communicate internally to assure the work goes seamlessly even with the work from home model.

If you do not have a call center solution or if you need any of the tools mentioned in this blog, contact us.

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Top Reasons to Upgrade to the Best Call Center Solution

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Why Upgrade to the Best Call Center Solution

Call center solutions have been in use by call centers and similar businesses for many years. Some use proprietary and some use open source call center solutions to handle various campaigns. Similar to any other tool, it is necessary to upgrade a call center solution from time to time.

If you are still using a call center solution with the same features, which you had bought in 2015 or 2017, then this is the time to upgrade. You must upgrade your call center solution with the latest version and features available in the market. If your vendor is not upgrading the features, then you should switch to another vendor to make sure you have the most advanced version of the call center dialer software.

If you are thinking about whether it is necessary or worth investing in a call center solution upgrade or not, then read on this blog. This blog shares why it is necessary to keep upgrading your call center software.

1. To stay competitive

Whether you upgrade your software or not, but your competitors will upgrade their tools. The call centers using a call center solution with the latest features and functionalities will definitely have more to impress the customers. This can cause major roadblocks to you if you are still using the ages-old features. Thus, to stay competitive or stay ahead of your competition, you have to upgrade to the advanced version of the call center dialer solution.

2. To delight and retain customers

You need the best tools along with experienced agents to delight your customers. For this, upgrading your call center solution is one of the important aspects. For example, WhatsApp is one of the leading communication channels. If you do not invest in call center WhatsApp integration to let customers contact you using that mode of communication as well, then you might be losing their interest. To delight your customers, so you can retain them, you need the best call center solution with advanced features and unified communication channels.

3. To improve resource utilization

The advanced call center solutions offer various features, which increases call center automation. The automation not only helps in delighting customers by reducing call waiting and call hold time, but it also helps in preserving resources. The resources can be utilized for improved performance. For example, agent hours can be saved from giving repetitive answers. The saved manpower can be used in attending calls that need agent assistance.

4. To increase ROI

The delighted customers assure steady revenues from repeat business. Delighted customers also help in bagging more references, business, and word-of-mouth publicity. This will increase your revenues. On the other hand, the best call center solution will assure that expenses are reduced and productivity is increased. This ultimately will increase ROI (Returns over Investment).

If you are looking for a call center solution that has the most advanced features and modules, then contact us.

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How Call Center Solution Improves Vital Call Metrics?

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Tips to Improve Call Center Metrics

Communication is a vital aspect, for all businesses belong to diversified industry verticals. Each piece of communication may have some goal to convert, whether it is resolving a customer concern or increasing customer interest in purchasing.

The call center solution can play an important role here with its amazing features. It can help call centers or any other organization using this software to improve vital call metrics. Let me share the top metrics, which a call center solution can improve.

1. Call hold time

Whether it is an incoming customer call or if an agent has called a customer, hold time makes a difference in customer experience. If a customer or prospective client is put on hold for a longer time, then it would cause a negative impact on the customer. This may increase frustration or result in lost interest in the offerings of your company. Therefore, reducing call hold time is necessary.

The call center solution will show call hold time on an average and per call or per agent basis. This information can help supervisors in taking the required steps to reduce the call hold time. Moreover, the call center solution will have the required information to show to agents, so the agents can reduce call hold time by quickly fetching the required information.

2. First call resolution

Anyone calling to get the required support for their concerns or queries would be expecting a quick and satisfactory response. Getting resolution within the first call is called the first call resolution. It definitely increases customer satisfaction.

The call center solution can show the required information to agents about the customer, so quick information can be delivered. Moreover, one can also integrate other systems like CRM, database, etc. to show more information to agents and increase first call resolution.

3. Total call duration

Many call centers define the total call duration differently. The most common definition of total call duration is the time from the customer’s call is connected to the call center, whether he/ she listens to an IVR or directly gets connected to the agent, to the time when he/ she hung up the call is total call duration.

As we all understand, time is one of the rare resources people have. Nobody has a lot of time to stay on the line to get the resolution for their issues. Therefore, call centers or any other organization offering support for customers’ issues or prospective customers’ questions must make sure that the call duration can be minimized.

Adding self-serving options, unified communication channels into the call center solution can reduce the total call duration. Call center CRM integration can also contribute to reduced call duration by showing detailed information about the customer.

These are the major 3 metrics that a call center solution can help in improving the value. Other than these, call center occupancy rate, abandoned rate, calls per hour, and many other vital metrics can be improved by using the right call center solution.

We offer the best call center solution. Contact us for more details.

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