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Category Archives: Collection Agency Tools & Tips

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What to Keep in Mind while Selecting Call Center Software for Collection?

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Call Center Software Selection Tips for Collection Agencies

While looking out in the market, there are many options for a call center solution available. All call center solutions will have the same basic features, but what makes them different are the advanced features or add-ons they have to offer. While you are looking for a call center solution for a collection agency, you need to be even more meticulous. Selecting yet another call center solution would result in limited features or added expenses, so it is recommended to select the right call center solution for collection agencies.

Major tips to follow while selecting a call center solution for a collection agency:

1. Look for features related to the collection

All call center solutions are developed to run sales and customer care campaigns. All collection campaigns are way different than standard customer care and sales campaigns. It needs more exclusive features for lead grouping, filtering, etc. The software may not have all the features you need, but having at least some features can be helpful. For example, even if a call center solution does not have the required features, but if there is an add-on like collection module, which can be integrated into the call center software with call center collection integration, then it can provide you the required features, which can help in improving productivity and performance.

2. Check the flexibility of the software

A majority of companies offering call center solutions also offer call center CRM integration, but to improve customer experience, it is not enough. A collection agency usually fetches data from different sources to fetch the customer history. The agent should have this information in front of him to have a more firm conversation related to the debt collection. Therefore, along with call center CRM integration, the software should also support integration with other solutions or APIs. Therefore, check whether it is flexible enough to integrate other software and APIs or not.

3. Ensure security

The collection agencies store sensitive information related to customers, their payment details, buying history, etc. All of this information has to be safe and secure. Usually, the companies offering contact center software also give recommendations to keep the software and data traversing into it safer. Therefore, checking for security options is necessary while buying a call center solution. Even if there is a paid add-on to add more advanced security mechanisms, it is worth investing.

4. Stay aware of customization cost

All collection agencies have their own set of requirements. Even if a call center solution has a collection module and other features, there can be some customization needs. For example, adding validation into certain form fields and more. Therefore, being aware of customization costs is necessary. It will help you in the selection process.

These tips have to be on your mind while looking for a call center software for collection agencies.

We offer a call center software, collection module, and some other offerings to benefit collection agencies with a reliable call center solution. For more details, contact us.

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How to Start a Successful Call Center Business that Earns High ROI since Inception?

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How to Start a Successful Call Center Business

A call center is a profit-making business and you can launch yours as well. In this blog, we will share how you can start your own call center business, which earns high ROI since inception. Learn how to launch and run a successful call center business.

1. Know your requirements

Before buying a call center solution and start looking for an office, you need to first know what exactly you need. For that, you need to define the following:

  • Your target market
  • Your business objectives
  • Your capital investment
  • Your monthly investment

This is necessary to define what kind of call center solution you will require as well as how many agents you will need to run the call center campaigns.

2. Start low

If you have a huge capital investment, you can get the best omnichannel call center solution. However, to ensure you make higher ROI since inception, you can follow the below-mentioned approach:

  • Get hosted call center solution
  • Set up a virtual call center
  • Run in multiple shifts

This way you will be able to keep expenses bare minimum. On the other hand, by catering to customers in different shifts will increase customer satisfaction. You will also need bare minimum seats in the hosted call center solution to save more bucks.

3. Run campaigns to generate sales

The call center solutions can be used to run incoming and outbound campaigns. Usually, call centers run campaigns only for customers, but you can also run your own campaigns. In fact, each call center should run outgoing campaigns to generate more leads and more sales. This is necessary to increase revenues constantly and not getting stuck at a single point.

4. Focus on customer experience

The competition in the market is really fierce. Therefore, it becomes necessary to get the best results from the campaign and follow the most professional approach. This will help you deliver a better customer experience. Higher customer satisfaction by delivering a better customer experience will result in increased customer loyalty and recurring revenue generation.

5. Upgrade the features of call center software

Once you start making more money and capturing more customers, it is highly recommended to upgrade the call center software. This will help you add more features and functionalities along with automation. Therefore, time can be saved more and accuracy can be increased even further. You should also invest in call center CRM integration. This integrated solution will let you deliver more personalized services to the customers to increase their satisfaction. If you are not using an omnichannel call center solution, you must adopt it even if you continue using an omnichannel call center solution. Upgrading the call center technology will help you deliver a better customer experience and capture more leads.

Conclusion

This approach will let you launch your own call center business with minimum investment. Moving ahead, you will be able to generate more revenues with minimum expenses, which will result in a higher ROI.

Looking for a call center solution? Contact us.

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Contact Center Trends 2023: Get Ready for the Future

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Call Center Trends 2020 That You Must Know

Similar to all other industry verticals, the contact center industry also faces changing trends every year. The year 2020 has impacted many aspects of this industry, which is why it has become even more crucial to look forward to the future trends to be witnessed by the contact centers. Knowing the trends will help you get ready for the future and stay ahead of your competitors.

In this blog, we will share major contact center trends to look forward in 2023.

1. Number of remote call centers will increase

The year 2020 enforced remote operation to obey the legislation and to reduce the spread of the COVID 19. Therefore, many call centers had started using a cloud call center solution with a ‘Work from Home’ add-on. This allowed contact centers to experience the benefits of remote call centers. This trend will continue. The number of remote call centers has increased and it will increase even further in 2023.

2. Self-service options will be inevitable in contact centers

Automation in contact centers has been important for many years. The scarcity of the workforce has made this need even more evident. Self-serving options to let customers get answers to their queries automatically have become necessary.

The best call center software comes with a wide array of features, which lets customers get the answers to the frequently asked questions without the intervention of humans. Chatbots and voice assistants can also take over this segment to deliver more reliable and accurate self-serving features in 2023.

3. WhatsApp and social media will overpower calling channel in contact centers

The omnichannel call center solution has been in use for many years, but in the year 2023, it will become a necessity. Gone are the days when customers stay in the call queue for long minutes until they connect with the customer care executive and get the resolution.

Now, customers grab their smartphone and tweet their anger on Twitter or post an angry comment over the Facebook page of the company. This has made use of the omnichannel call center solution necessary. Even if one does not use omnichannel contact center software, integration of popular communication channels like WhatsApp, Facebook, Twitter, etc. is mandatory as those are the future communication channels.

4. Major focus will be on the client-employee experience

For many years, the contact centers have been focusing on delivering a great customer experience. However, things are more likely to change to give equal importance to employees in the year 2023. As per the industry experts, to deliver an excellent customer experience, the companies need to have experienced and well-versed agents.

If employees are not nurtured and valued in the contact center, they are more likely to switch the job. This increases the hopping ratio, which is also known as the job rotation rate. This can result in a waste of money and time as well as poor customer service. Therefore, the new trend in the contact center industry will be focused on good employee experience along with the customer experience.

These are the major trends, which will shape the future. Are you ready to welcome the year 2023?

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DialShree Advancements 2020: Made It More Prevailing

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DialShree Advancements 2020 Made It More Prevailing

DialShree has been one of the leading call center solutions. For more than 13 years, we have been catering to our global customers with this advanced and feature-rich call center solution. Since its launch, this software has been one of the most advanced and most appreciated solutions. To stay ahead of time, we have been innovating and adding an amazing range of features. The year 2020 was hard, but it could not stop us from adding more advanced and empowering features.

In this blog, we will share more details of the major features we have added this year to benefit our customers.

1. Data verification

This add-on lets managers verify and authenticate phone numbers and email addresses. In addition to that, Data Verification add-on also provides value-added information such as the country of the lead, its time zone, local phone format, phone carrier, country code, etc. The information provided by this add-on can help in classifying leads and run group-wise campaigns.

2. WhatsApp integration

We have been offering call center CRM integration as well as email and SMS integration. We have added call center WhatsApp integration to offer an additional communication channel.  After the integration, WhatsApp will be made available within the call center dialer as an additional communication channel.

3. Social media integration

Along with WhatsApp, we have also added social media platforms. Customers use social networking sites to share their thoughts and queries. To address these questions and concerns of clients or prospective customers, the use of social media channels has become necessary. To make sure our customers do not need to juggle between different social media channels and call center software, we have made the integration of popular social media sites such as Facebook, Twitter, etc. with our call center solution, DialShree.

4. Collection module

One more amazing feature, we have added to our contact center solution is a collection module. It is an exclusive module developed with multiple features to empower collection agencies. It automates many operations related to collection campaigns to ensure high productivity and accuracy. Our call center collection integration service has empowered many collection companies.

5. DialShree Mobi

The use of smartphones has increased like anything in the past decade. To help call centers using DialShree and interested in using a mobile app to run calling campaigns, we have developed a mobile app, called DialShree Mobi. This mobile app is available for both, Android and Apple users. It has all features that agents need to handle incoming, outgoing, or blended calls.

6. Work from Home Add-on

The year 2020 changed many things and one of them was the working model. Many on-premises call center solutions switched to remote setup. We made a cloud call center solution available to our customers. Not only that, to ensure all challenges and roadblocks can be removed, we have developed the Work from Home module. It helps call centers to run true remote call centers. It can work even when agents do not have a system and internet. It has different working models, which make remote working possible.

7. Hosted call center solution

We also launched a hosted solution this year. Now, call centers or companies can choose to use hosted software instead of buying the license. All features and unified communication channels are made available at affordable rates.

If you are interested in any of these launched products or our call center software contact us.

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Major Customer Communication Trends to Look For in 2021

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Major Customer Communication Trends 2021

The year 2020 was hard on the majority of industries, but it benefited some industries as never before. For example, internet services, IP TVs, telecommunication services, etc. were rising this year. At the end of this year, we are summing up the last some months and how the whole landscape has inclined towards certain spheres.

Being unified communication solution providers, we have been engaged in research and innovation along with other primary activities. One of our major offerings is the call center solution. To benefit our call center dialer users and all other professionals and businesses using any other call center software or any other communication tool must read this blog.

Based on our research, we have come up with some rising communication trends that will dominate the upcoming year. Knowing this information will help you, as a call center owner or as a call center software user, to define your growth strategy.

1. WhatsApp will be dominating

In more than 90%of countries around the world, WhatsApp has been in use heavily. For all sorts of communications, many people prefer WhatsApp messaging or calling. 1 billion active users per day are proof of the importance of WhatsApp as a communication channel in call centers.

According to a study, 9 out of 10 people prefer WhatsApp messaging for support communication. In countries like India, Mexico, and some other Asian countries, WhatsApp is the most preferred mode of communication. Thus, call center WhatsApp integration to add WhatsApp web into the call center dialer will be one of the basic needs of the companies in 2021.

You might be surprised, but many companies have already introduced WhatsApp support for their customers.

You must get ready to welcome your customers over their preferred communication channel, which is WhatsApp.

2. Video chat will have a major role

Video call in a call center might sound unusual to you, but it will not be in 2021. In fact, in the past two-three years, some specific industries have started leveraging the potential of video integrated into the call center software. Let’s see some examples:

  • Healthcare industry uses video chat to offer remote medical consultation
  • Banking and finance industry uses this solution for personalized communication, KYC processing, etc.

3. Unified communication will be the necessity

With the increasing digitization, customer demand, and growth of businesses, multiple communication channels have become necessary in the call centers. Moreover, some government legislations require call centers to follow some rules, including some communication channels. All this will make use of the governed use of omnichannel communication necessary for many industries.

4. AI-based communication tools will expand their wings

Along with the already available communication channels and call center technology, emerging technologies are also sneaking in. AI-based chatbots and voice assistants are likely to be part of call center solutions to automatically catering to customers and their concerns.

All these communication trends will dominate the call center industry. Therefore, getting ready to embrace the technology and delight customers is the demand of time.

If you need any technical help, we are here at your service. Contact us NOW!

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Wrap Up Time, Its Importance, and Tips to Improve this KPI

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Improve Wrap Up Time In Call Center

Due to the increasing importance of customer satisfaction, call centers have been investing in the best call center technology and skilled agents. Additionally, call centers invest in resources to keep improving agents’ productivity to ensure customers get attended and the resolutions get delivered instantly.

Call wrap uptime is one of the roadblocks, which reduce agent productivity. Therefore, call centers should consider it an important KPI (Key Performance Indicator) and invest in improving it. In this blog, we will share more details on the wrap-up time and tips to improve it.

What is call wrap up time?

Call wrap-up time is the time agent takes after completing a call and before taking the next call by showing “Availability” status to the call center dialer software.

Usually, agents invest time in administrative tasks such as filling the disposition of the call, making manual entries, etc.

Call wrap up time = Total call duration – Total talk time – Total call hold time

You can get the average value by dividing the total call wrap up value by the total number of calls.

Why call wrap-up time is important?

Administrative tasks are important for sure, but it should not take long. If call wrap-up time is high, it means that much time is not used in taking calls, which directly hampers the total productivity and performance. It also increases the waiting time in the call queue.

All in all, improving average call wrap-up time KPI is necessary to ensure the highest agent productivity, but it should not take a toll on the quality of administrative work.

How to improve call wrap up time?

As now you understand the importance of reducing the total call wrap-up time to improve productivity and performance, let us share easy to apply and useful tips for it.

Use automation features

A call center solution offers various automation features to save the time of agents to handle customer calls. There are some features available for the post-call jobs, which can help in reducing call wrap uptime. For example, the disposition bucket shows all commonly used disposition messages. The agents just need to select the one. These features can also be added to other call center solutions. For example, with VICIDial customization, we integrate the disposition bucket and other add-ons.

Train agents for post-call jobs

Each call center has different administrative jobs. An agent should be completely trained to handle these jobs and make it quick. Along with providing them the software, they should also be trained to use those tools effectively to save time.

Make sure your call center solution is simple to use

Your call center software should be easy to use. If it is complex and needs multiple steps, then it would take a lot of time to handle the administrative tasks by the agents. Thus, make sure your agents are comfortable and confident with the software.

These are the top tips, which any call center can apply to improve the value of average call wrap-up time.

We offer a call center solution, which has various features to automate post-call jobs along with other tasks to keep agents available to handle complex customer calls. This software is also available with rental models. Contact us for a detailed discussion.

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How Call Center Solution Technology Transforms Collection Industry?

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Call Center Solution Technology Transforms Collection Industry (1)

The collection of payment is often a troublesome and tedious process, but very much important. Therefore, many companies and organizations outsource this work to collection agencies. This business has become so big that a whole new industry has emerged, called, collection industry.

The collection agencies used to follow the process of physical visits at the debtors’ house or office and calling with traditional phone calls. As this industry started growing technology also started growing to support the work of the collection industry with minimum resources and efforts.

The call center solution has been in use by collection agencies for many years. To empower collection agencies, even more, technology companies have started bringing remarkable transformations. Let’s discuss the top 3 transformations, which help in payment and debt collection to collection agencies.

1. Collection module

This definitely is an exclusive offering of Elision. It is a module, which can be integrated into the call center software with our call center collection integration services. This module has a wide array of features, specifically developed to meet the needs of collection agencies. Some of the key features are listed below:

  • Bucket creation
  • Automated lead filtering based on predefined criteria
  • Customized dispositions to match disposition messages of the call centers
  • And many more

This module has all been never seen before features. To know more about it, visit our call center collection integration webpage.

2. Unified communication

A collection agency can use all different communication channels such as:

  • Phone calls
  • WhatsApp
  • SMS
  • Twitter
  • Facebook
  • Video chat
  • Live chat
  • Email
  • Fax
  • And more

An omnichannel call center solution can help collection agencies to handle communication using different channels. For example, for the first or advanced reminder, collection agencies can use WhatsApp blasting or SMS broadcasting, or any similar feature.

3. CRM and other software integration

Collection agencies use different solutions to run the payment and debt collection campaigns. For example, CRM (Customer Relationship Management) solution is one of the most important software used in the collection industry. Agents need to refer to the record and history of the debtor to have a personalized conversation. If agents switch back and forth between call center solution and CRM software, it would waste time and possibly lead to some fumbles.

Call center CRM integration service integrates both of these solutions in a way that agents can use them with a lot of ease. The agents of collection companies can see complete customer records within the call center dialer during a live call. Any changes made in the record from the call center software during a live call get automatically updated in the CRM software and vice versa. We can integrate multiple CRM solutions as well as other software APIs into the call center software. This integration will provide a holistic solution to its users.

Collection agencies have a much more powerful call center solution and technological advancements to get benefited. We have been empowering the collection industry with our solution. Contact us to discuss your requirements or just to know how we can help you.

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Major Tips for Effective Call Center Management by Industry Experts

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Effective Call Center Management Tips

Call center management is a crucial part to run a call center or similar nature business. The COVID 19 pandemic has changed the dynamics, which demand fine-tuning of strategies. In this blog, we will share the top 4 tips to be more effective in the management of a call center and how to cope up with any situation now and in the future.

1. Move to the cloud

It is not only about a call center solution, it is also about your all infrastructure and IT tools. With changing dynamics, taking your IT infrastructure on cloud space would be better than having it on in-house servers. Remote access to the call center software is available even with on-premises servers if you use advanced call center solutions like DialShree. But, in many other aspects, cloud solutions are better. For example, within a minimum time, you can scale up the capacity of an omnichannel call center solution or any other software or tool.

2. Build a remote team

We all will agree that hiring international talent can help in improving performance, client satisfaction, etc. Of course, call center software similar to DialShree offers features to handle customers more effectively; still building a remote team will be helpful. For example, DialShree has a feature called Soundboard Avatars. This feature can be used to greet a customer in his native language. However, by hiring local agents from the country of foreign customers, you can have more benefits. The local agents will know the customs of dealing with customers in that country.

Moreover, we have faced a situation of lockdowns and the pandemic, which can work as a barricade. By building a remote team, you will be ready to handle any situation and continue working. Even if you do not want to hire agents from other countries, train your agents to work remotely without losing productivity.

3. Coach agents to be client-centric instead of being metric centric

In each call center, management teams define different metrics to monitor the performance of the call center as well as each individual agent. However, it is necessary to focus more on the customer and his or her satisfaction instead of metrics. For example, if the management team of a call center defines important metrics to be focused on is average call handling time. In that case, agents will keep their eyes at the time of the call instead of customers and their concerns.

Therefore, coach your agents to be empathetic. Ask them to focus on productivity, but at the same time, focus on customers and their satisfaction. This approach will help you go far.

4. Use the latest tools

Using a call center solution, which you bought 7 years back, will let your work keep going on. However, it will not bring improvements. Therefore, it is necessary to use the latest tools. Keep upgrading.

We offer a call center solution loaded with advanced features. To know more about our call center solution, DialShree, contact us.

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Major Advantages of Unified Communication in Businesses

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Major Benefits of Unified Communication

Communication is an important part of any business. To meet the demand of customers and gain other competitive advantages, unified communication has been crucial nowadays. In this blog, we will cover what unified communication is and how it is beneficial to businesses.

What is unified communication?

Unified communication is a union of all communication channels such as voice and video, chat, SMS, WhatsApp, Twitter, Facebook, etc. A system or software, which lets you use and control all communication channels within a single system, is called a unified communication solution.

For example, a call center solution offering all communication channels is a unified communication solution. This software is also known as an omnichannel call center solution.

What are the benefits of unified communication to businesses?

Many people use unified communication in personal life, but in this blog, we are covering the benefits of unified communication for businesses.

1. Empower teams

All team members need to communicate with each other and many of them need to communicate with customers, vendors, partners, etc. Therefore, for better communication and collaboration, they need reliable tools. For example, with our call center solution, we also offer a call center dialer mobile app, so if an agent does not have access to a computer, he still can take customer calls.

Moreover, with WhatsApp communication, he can communicate with other team members. It means a unified communication system fills the communication and collaboration needs of team members.

2. Satisfy customers

Customers, including existing customers, prospective customers, and ex-customers, want a quick response from the team. Whether there is an inquiry or a support concern, customers should get connected to the customers at the earliest possible. Adopting a unified communication system can help businesses further to add easy and convenient communication at the fingertips of customers. This can help in increasing the satisfaction of customers.

3. Save money

Saving money means increasing ROI (Returns over Investment) for any business. By getting a call center solution or any other software, which supports unified communication, can help save money in multiple ways. Let’s look at some of them:

  • Even if a business does not invest in buying a unified communication solution, the need of it cannot be ignored. In this case, the business needs to invest in multiple solutions to fill the gaps. This would first increase the number of tools, which further increase the cost of the tools and other maintenance expenses.
  • Team members need to juggle among multiple tools, which would waste time. In the business world, we all know, time is money. This is how it further increases the cost.
  • As team members use independent tolls, there would be no way to judge productivity. This could further result in reduced productivity.

In a nutshell, the need for unified communication cannot be ignored completely. On the other hand, using independent tools increases the cost.

Conclusion

Any business must get a unified communication system to leverage all benefits bestowed by it. We offer multiple unified communication solutions. Contact us to know more about it.

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Major KPIs of Collection Agency for Call Center

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Major-KPIs-of-Collection-Agency

Due to increase demand and easy availability of loans, the number of collection agencies has increased. The standard tools and processes cannot meet the operational needs of these collection agencies. To save time and boost performance, collection agencies need to invest in more specific tools and processes.

For example, standard call center solutions are not enough to meet the operational needs of collection agencies. Therefore, they need to obtain a call center solution, which has customized features to let collection agencies perform their operations.

We, Elision, have developed a collection module for the users of our proprietary call center solution, namely, DialShree. We offer call center collection module integration to collection agencies, so they can use the required features without wasting time.

Similar to a call center solution, collection agencies also need to measure different KPIs to improve performance and boost business growth. In this blog, we will share major KPIs (Key Performance Indicators) to be measured and improved by the collection agencies.

1. Contact per day

This is one of the basic metrics, collection agencies need to focus on contacting as many leads as possible for the collection. Contacting more leads also indicate the productivity ratio in collection agencies. By reaching leads also signify having a clear status of the collection based on the response of the customer. In the reports section of the call center solution of the collection module, this information is usually available.

2. Right Party Contacted (RPC) rate

In a collection agency, it is necessary to get connected to the right party. Here, the right party means the person who is a debtor. If the agent cannot connect with the right party means he cannot ask about the payment. In this case, the success ratio will go down as until the agent reaches the debtor, he just cannot get the collection. Moreover, the resources get wasted. For example, auto dialers of the call center software attempt dialing a non-existing number or connecting agent with the wrong people is a complete waste of resources.

These entire facts made the RPC rate very important for collection agencies. The higher the RPC rate, the higher the success rate, collection, and popularity of the collection agency. On the other hand, the lower RPC rate means something is wrong, which works as a barrier to the success of the collection agencies.

Usually, this report is not available in the call center solution even after call center collection module integration. Therefore, you might need to invest in customizing the software to get this report.

3. Promise To Pay (PTP) rate

As the name suggests, this metric shows the success rate in terms of how many people promised to pay the EMI on time or soon. PTP rate is one of the success metrics. Therefore, for collection agencies, monitoring this metric is very important. With call center software customization, you can get the report in your call center software to check this metric.

We offer a collection module with custom features, dashboards, and reports. Contact us for more details.

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