Customer Care - Elision Technologies

Best Practices for Outbound Call Center

Posted on October 7, 2019 - 7:38 am by Hiren Pancholi

What strategies does a company use to determine the performance of its outbound call center? If they think that the number of calls is like a business-driven ideology, then they are overlooking their potential competitors. Outbound call center solutions enable companies to increase ROI while maximizing conversion rates.

Click to Call

Do you know that the click-to-call feature can reduce dialing errors? Agents can easily call their customer number with a single click on their desktop, CRM, and contact profiles. This feature in the call center solution improves efficiency by connecting available agents directly to customers and smart dialing strategy eliminates duplicate work and increases agent productivity.

Predictive dialer

Tired of hung and unanswered calls? Predictive Dialer of call center software reduces call latency by intelligently assigning calls to agents based on predefined parameters. With predictive dialer software, agents can place more calls as compared to dialing manually.

Call Recording and Monitoring

Good news to managers and supervisors! They can use real-time agent monitoring tools available in the call center solution to measure call quality and easily monitor agent performance. This allows managers to whisper, snoop, and participate between calls while listening to live calls and providing better support to their agents to deal with customers.

CRM Integration

Integrate call center solution with CRM with call center CRM integration to update information for single-source information. Allow agents to call and access and store data in one place. If an agent is familiar with the customer’s conversational insights into previous interactions, they can exceed customer expectations.

Soft Skill Development

The way an agent speaks to a customer has a big impact on the response of the customer’s offer. These factors are often overlooked by agents because they focus more on increasing sales. They need to closely check what they say to their customers and, more importantly, how they say. Telemarketers should have a clear voice that customers can easily understand and have a positive impact on their thoughts.

Data optimization

It is important to optimize their data so that agents do not miss potential leads. Many telemarketing companies don’t update leads and don’t track missed calls, so they may miss opportunities to affect their monetization. Therefore, telemarketers must regularly update their telemarketing lists to make the most of their opportunities.

Automation

Agents do not have time to breathe in outbound call centers. They are full of tasks, but if the company takes care of the staff correctly, they will take better care of their customers! Power agents using a help desk ticketing system that helps agents track missing interactions. The ticketing system automatically generates tickets from other channels, eliminating the duplication of agents that manually generate tickets for customers.

Feedback Collection

To survive and thrive in today’s increasingly competitive global marketplace, listening to customers is a prerequisite. Every call center must have a dedicated team to review customer feedback and take action to address these issues to prevent future iterations. Collect customer feedback via SMS, email or IVR call which is available in an omnichannel call center solution.

Telemarketing is becoming increasingly difficult day by day, so it is important for telemarketers to follow these best practices including call center software to ensure optimal growth. Telemarketers serve as the human extension of their organization, they must have all the tools they need to deliver optimal performance.

We offer the best call center software to run an outbound call center. For more details, contact us.

Essential Tips to Talk to Customers on the Call

Posted on October 3, 2019 - 11:01 am by Hiren Pancholi

The way of talking to customers has a big impact on the brand, and nothing consistently delivers customer satisfaction, like pleasant communication. When a company thinks about how they communicate information and receive feedback to their customers yields a better result.

World-class customer service begins with treating humans like humans. Follow the tips to know how to talk to the customers on phone calls to increase possible engagement and satisfaction. These tips can be used by call center agents and company representatives that use the call center solution to delight their clients.

How to Talk to Someone on the Phone

Here below are few tips following which company can avoid phone calls which are called “uncomfortable”. Read below to know how to talk to a customer over the phone in a way that allows them to make be comfortable.

Better Know When to Say Sorry

Nothing is more frustrating to customers when the company doesn’t admit their mistake. It happens very often and when it does, the best way to soften things is to make a personal apology. Make your conversation truer by making empathy for the situation explicit. 67% of customers with bad experiences leave the brand. So it’s important to make an apology before it’s too late.

Open Question and Relevance

When agents run campaigns using the best call center software to collect feedback, they must avoid asking questions that usually require an answer in one word, ask open questions when talking with your customers. Open questions allow customers to talk about themselves, giving you the opportunity to establish relationships with them and get to know them better. This type of question also provides an opportunity to be related to what the customer has shared. It is important to do this for a successful conversation.

Be Ready

A company may have already remembered the sales pitch, but they need to put more effort into preparing a phone call with a customer. The agents using a call center solution may have mugged up sales pitch or can see the script, generally, made available in the call center solution, but there has to be a strategy. Trying to know what the customer is going through or likewise is the most effective way to begin a conversation.

Express in a Better Way

When you talk with a customer on the phone, you can’t see his facial expressions or movements. There are no nonverbal cues an agent can use to interpret emotions, so the agent relies completely on the spoken words. Therefore, the call center should carefully select correct words in the script they set in the call center solution and clearly explain to the agents what they need to say.

Keep Things Short

Keeping the conversation short is more than an indication of the zone centered on a person’s time. It also reduces the chance of awkward differences in conversation.

Use a call center solution as its best possible. Want to get the best call center software? Contact us.

How Help Desk Ticketing Solution Increases Customer Satisfaction?

Posted on September 30, 2019 - 8:18 am by Hiren Pancholi

If a company offers products and services online, it will be a great help in monitoring their sales movements as well as their customers’ response and activity. Customers demand proactive as well as the perfect response to their queries and doubts. Customers are very important for any company or organization; they can either break or make a company. So, it is very much important to achieve customer satisfaction and this can be achieved by increased agent productivity and potential team collaboration. To achieve all this, the company must need to provide support and assistance 24*7. However, employees have to take leaves, so they cannot be available 24/7. In this case, a proficient helpdesk ticketing system is the perfect solution for providing quality customer support and assistance round the clock. (more…)

1. Manage detailed customer information more effectively

The call center solution often lets agents store basic information about the customer along with the trail of dispositions. However, customer data is often bigger than the basic information. The CRM solution provides more fields and functionalities to let you store more detailed information about the customer.

In fact, the CRM solution can be used to store a complete trail of different interactions of the customers with the system and the company. One can also identify different patterns and important data by using the CRM solution in combination with the call center software.

2. Deliver personalized experience to the customers

As mentioned in the earlier point, the call center software is furnished with a wide array of features which let call centers store detailed information about the customers. The agents can keep these stored CRM data in front of their eyes while handling a call from the customer.

Furthermore, they can use the stored information in the CRM solution to cater to customers in a more personalized manner. This will make your customers feel valued as well as engaged. This will help in increasing customer satisfaction, giving first call resolution and increasing performance of the agents.

3. Increase agent productivity

When the agents will have all customer data in front of them, they will not need to keep customers on hold while looking for the required information in the system, which often frustrates customers. The agents can cater to customers more effectively and rapidly. This will boost their morale and increase productivity.

These are the top 3 benefits of using a CRM solution. You can use custom or open source CRM solution like vTiger. Moreover, make sure to integrate both, CRM and call center software with professional call center CRM integration services. This will let your call center gain more benefits.

We provide all different solutions to the call centers, including, call center software, CRM solution, call center CRM integration and more. Contact us to discuss your requirements.

How vTiger Customization Empower Businesses?

Posted on June 17, 2019 - 11:35 am by Hiren Pancholi

vTiger is a leading CRM solution which is in use by thousands of companies all across the world. It is an open source CRM system. Thus, it is in use by small, medium and large scaled businesses. To use vTiger: CRM solution, the only investment needs to be made on it is to install and setup this open source CRM solution.

According to the vTiger experts and other industry leaders, vTiger in its pure form is a really powerful tool. However, each business is different and each business has its own sort of business model. Thus, to take care of the business and various operations which involve a CRM solution, the vTiger customization can be really useful.

One can get custom vTiger module development or just enhance the functionality of this CRM system with its operations. The vTiger experts often first analyze and understand the operations of the company and based on that they make a suggestion of vTiger customization in a way that it can help in increasing the productivity and accuracy of the data stored in the vTiger: CRM solution. They also automate some tasks so the manual staff can be free to take care of other operations which need their expertise and experience.

One more really popular vTiger customization service is adding click to call functionality in it. Once the click to call functionality gets added into the vTiger CRM system, its users can generate calls without any need of a third party application or a hardware based phone or dialing a number manually. The system will generate and connect the call. This saves a lot of time of the users.

The vTiger experts can also encrypt the data that is shown to the employees who access the vTiger solution. This way the sensitive information about the customer such as, his / her contact details can be kept secure and protected from any misuse.

The VICIDial vTiger customization is also one of the popular vTiger customization services used by the businesses and call centers. This helps in using both VICIDial: Call Center Solution and vTiger: CRM solution within a single sign on. It also keeps the same copy of data in both systems. The vTiger experts can integrate the vTiger CRM solution with any call center software.

The vTiger experts can help you leverage real benefits of this powerful open source CRM solution, namely, vTiger. We are one of the companies which have a team of vTiger experts and we have performed development, customization, automation, integration and many other types of operations on the vTiger: CRM solution. Contact us to discuss your requirement.

Top 5 Things to Remember While Handling Inbound Call Center Service Calls

Posted on September 25, 2018 - 3:48 pm by Hiren Pancholi

Call centers can achieve success milestones only if they provide the best customer services. Whether it is a BPO or an in-house call center setup for a business, the agents / executives must have required skills and expertise to handle the customer calls.

They must have latest tools such as, Contact center solution, CRM solution, etc., so they can handle the calls efficaciously. Moreover, the companies must conduct training sessions on a regular basis to train the agents / executives to handle calls.

The customer care centers often attend inbound calls and following the tips shared in this article will improve the skills to handle a call and increase customer satisfaction.

Be Professional

Whenever you attend the call, you have to make sure to be professional. Of course, good contact center software pops up the script that you may read to assure the professionalism required. However, in a live call, you will need to take care of certain unexpected questions and allegations; sometimes you may need to deal with stubborn customers who just don’t want to listen to your side of the story.

In any case, you need to maintain the professionalism. You have to ask questions and respond to the questions in the most formal manner. Even if the customer is friendly or rude, you have to maintain the same tone, style and etiquette.

Give Personalized Answers

Nobody likes to talk to a machine like an agent / executive who gives mugged up answers or read the script monotonously. Thus, you have to make sure that you listen to the conversation carefully and give personalized responses.

The BPOs and customer care centers take benefit of the Call Center CRM Integration. This integration opens a popup of lead information within the call center software. The details are fetched from the CRM solution. This information popup really helps agents to provide a personalized response to the caller to delight them.

Stay Positive and Calm

One of the toughest jobs in the world is of a customer care executive. He needs to deal with furious, rude, nowise, stubborn, tired, funny, happy and over excited customers. It is tough to maintain the cool in all situations, but that’s their job.

No matter what the situation is and what type of client the agent is dealing with, he has to stay positive and calm. Of course, agents are humans, too, and can get frustrated or irritated, but you have to keep calm and give positive answers to the customer and that’s the key.

Take Control

The trait of super successful agents is they take control of the situation and the call from the very first minute. To do this all you need to do is, gain the trust of the customer and make them realize you are favoring the customer and he will get the best solution. This is a tough job, but learning and practice can make this impossible looking job possible.

Don’t Argue

When you start arguing, you actually lose the game. You might be dealing with the angry customer and arguing with them can make them furious. You better put your points in a different manner, so they don’t find it as an argument.

Concluding Note

The agents / executives can cultivate the traits of handling customer care calls effectively. All they need to do is focus on the solutions than the problem. Also, they must be empowered with the advanced call center tools.

Call Center CRM Integration: Empower your Agents to Cater Customers with Personalize Omnichannel Communication

Posted on July 3, 2018 - 2:10 pm by Hiren Pancholi

Call Center CRM Integration - Elisiontec

Each business has a customer care center whether in-house or outsourced to a third party call center. The two major solutions used in the process of effective customer support area

CRM solution to manage customer information and
Contact center solution to make and receive calls to provide real time support service to clients.

Both of these are two huge systems and the agents normally need to switch back and forth between these two solutions. What If these two systems are integrated and your agents can access the major features of both solutions within a single screen.

Moreover, you won’t need to buy or change your existing call center software or CRM solution. You will not lose any of your existing data.

Yes, all of these can be possible with the Call Center CRM Integration.

We, at Elisiontec, have expertise in integrating any open source or custom CRM software and Contact center solution in a way that both systems’ can be accessed within a single window.

The CRM Call Center Integration will help you leverage many benefits. Explore top benefits of VICIDial vTiger Integration which are true for any other call center software and CRM solution. This integration will help you to empower your agents and customer care executives to perform better. They can provide a personalized support to clients confidently.

1. Synchronize

The CRM Call Center Integration will not only let you access the major features of these two powerful systems within a single system, but it will also synchronize these two systems in a way that it works in harmony.

All changes and operations made via one system will be reflected in the other as well. This will make the task of customer data synchronization efficient.

2. Streamline

The information and data synchronized in both systems will not only streamline the customer information, but also streamline many operations. The business development department can also take benefit from this along with the customer care and support division.

3. Simplify

The CRM Call Center Integration will simplify many operations such as,

Handling customer calls
Providing personalized support
Keeping customer data up-to-date
Handling contacts in omni-direction without any roadblocks.
And more

The agents will have easy access to all information that represents the real time data. The simplified operations and removed complexity will refill your agents with more confidence to provide the best services with a personalized experience to the clients.

4. Track

When we integrate the call center solution and CRM system so it can work seamlessly as a single solution, we also add a module that will let you track complete logs of all changes made to these solutions. You can track who made which change in the CRM system and when. You will also see a complete log report of calls made to the customers.

5. Empower

The CRM Call Center Integration will empower your agents to provide an omnichannel customer support with a personal touch. Your contact center solution and CRM solution will be empowered to work in harmony and your customers will be empowered with quick and accurate services. This way you can create a strengthened business.

There are many interesting and never seen before features that we offer as part of our Call Center CRM Integration services. Let us explain those in context to your business. Contact us.

How To Open A Call Center Startup? A Step-wise Guide

Posted on May 8, 2018 - 4:15 pm by Hiren Pancholi

Call center business has always been in demand. These days it is evolving at a rapid rate because companies need professional customer care executives to take care of their customers and their concerns.

For businesses, more convenient option is to outsource customer care and support tasks to a call center than opening a complete call center, recruiting and managing agents, buying software like call center software, CRM solution, etc.

This has opened doors of opportunities for many aspiring business owners. Yes, you can be the next successful business owner. You can start a business by opening a call center. You can get local and international contracts of customer care.

Thinking about the budget? Guidance? And other similar questions?

Worry not! We, Elisiontec, have helped many companies to start a call center department or business. We can help you with our more than a decade long industry experience.

If you are starting with a good budget, then you should buy the best tools and hire the most skilled and experience agents. We can help you in the process with free consultancy service, get in touch.

But, if you want to start with a low budget, then the plan should be more strategic and cost effective. Let me help you with a step-wise process:

1. Complete legal formalities first

The call center is not a freelancing business; it is a full fledged business. Thus, according to your country’s law you should get a license and finish required legal formality.

2. Hire limited staff

You will need agents to handle calls and they must be well trained and skilled. However, until you get a handful of projects you can start slow. Hire limited agents. Once you get one or two projects, please make sure to hire more agents and supervisors. Don’t wait until you get too much of load to handle.

3. Start with open source software

To open a call center, you will require more than one solution such as Call center software, CRM solution, Helpdesk ticketing solution, etc. based on your service area. The custom solution can be heavy on the pocket. Thus, you can use open source solutions.

The open source solutions are free to use and you will get almost all required features to support your startup. All you need to pay is a setup fee to the developers who will install it for you. Below is the list of two most important open source solutions you must have:

VICIDial: Call Center Software
vTiger: CRM Solution

4. Customize the open source solution

This is really beneficial to invest some money in customization. The open source solution will not have all required features. With customization, you can get those missing features.

For example, VICIDial doesn’t come with a sticky agent feature. The VICIDial customization will get that feature for you. Your investment in customization will help you,

Providing better service
Increasing productivity
Increasing business

Thus, you must customize your open source solutions.

That’s it! You have a pathway to start your own business of a call center in limited budget. Still, having any confusion or query? Contact us.

Top 5 Tips to Improve Customer Experience

Posted on May 1, 2018 - 12:30 pm by Hiren Pancholi

Customer is the most important entity for any business. Thus, it is important to assure that your customer receives the best experience. A positive customer experience is important for almost each business, regardless of industry vertical.

However, for call centers, customer care centers and similar businesses, the customer experience is even more important. Even after assuring everything at possible extent, it is possible the customers are not happy with the service.

We, Elisiontec, have been offering a wide range of customer service related solutions. We have been working closely with many companies to improve their customer care service and based on our experience, we would like to share the top 5 tips to improve your customer experience:

Assure you have a team of skilled agents

Your agents aka customer service executives must be trained and skilled to talk with the customers. They are responsible for ultimate customer experience.

Thus, you have to assure that the agents you hire are skilled. Also, you need to arrange training on a regular basis to keep their skills up-to-date so they can provide the best customer experience in any kind of situation.

Allow your customers to self serve themselves

One of the biggest reasons of frustration is: for 5 minutes of solution; the customers need to stay in the call queue for 15-30 minutes. The best way is to let them self-serve themselves. You may add IVR Solution in your telecommunication so the customers can get their answers on their own.

You can also put a callback option so they can leave a callback request. This kind of solutions can let customers get answers on their own as and when possible promptly.

Advanced Tools

You must have advanced tools for your customer care staff such as an advanced call center software, CRM system, etc. Also, you should add more than one mode of communications such as a voice call helpline, email, live chat solution, etc. So the customers can reach you with their convenient mode of communication.

You can also use a missed call solution that will allow your customers to just give a missed call to have a callback. This solution works really well for support centers when customers are frustrated with their issues. The missed call solution works to pacify them by not spending on raising a complaint.

Provide Personalized Experience

You must provide personalized experience to your customers and callers. This will make them feel valued and help you in improving the overall positive customer experience as well as customer loyalty. You can train your customer care executives to provide a personalized service.

Also, you can use the sticky agent in your call center software so the customer call will be routed to the same agent all the time. This will make customers feel more comfortable. You should also integrate call center and CRM so the agents can have customer details in front of him during the call, so he can use that information about the customer to provide better customer experience.

Streamlined operations

Your team and tools must be streamlined and up-to-date. All records in different software such as call center software, CRM system, etc. must be identical for the same customer. You can train your staff to be accurate about it.

Also, you can take advantage of technology such us integrate different solutions, i.e., Call Center CRM Integration. This will assure the update of record in one solution is also reflected in another solution in real-time.

Conclusion

In a nutshell, we can say to provide the best possible customer experience, you need to have a skilled staff and you should have ongoing training and mentoring program for them. Also, you must have advanced tools and solutions to support your team to offer the best customer experience.

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