Fraud Blocker

🚀 1600-series is mandatory, not an option anymore.  Know more

Category Archives: Customer Care

Older posts
Newer posts

How to Create the Right IVR for Customer Care?

Posted on by
Tips to Create the Right IVR for Customer Care

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.

1. Keep the IVR menu short

  • Customers need to remember the IVR menu along with listening to it. Therefore, it is necessary to keep IVR menus short.
  • Short IVR menu and fewer options are easy to remember, so customers will not need to re-listen to it.
  • This can help in reducing the efforts of listening to it.

2. Voice prompts must use natural and easy to understand language

  • The advanced call center solution offers a Text to Speech (TTS) feature and some customer care departments use professional voice artists to create voice prompts.
  • Whether you use TTS or a professional voice artist, it is necessary to have voice prompts in the local language and accents of the target customers.
  • The spoken words need to be loud and clear for the listener.
  • The professional artist needs to make sure there is no background noise while recording the voice prompts.

3. Put commonly selected options in the beginning

  • It is another way to create an easy IVR menu for the customers.
  • The call center solution can help to identify the options that are used commonly.
  • To design the right IVR menu, you must put the commonly selected options in the beginning.

4. Give options to repeat the menu or return to the main menu

  • Even if it is a commonly practiced standard, often some call centers and customer care departments skip this option.
  • The customer must get the option to re-listen to the IVR menu and also return to the main menu. This helps them choose the right option if they feel lost.

5. Give the option to talk to the agent

  • Many customers prefer to talk to a human agent compared to using self-serving options offered by a call center solution.
  • Instead of adding up to the frustration of the customers, it is better to give the option to talk to the human agents.

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.

Loading

How to Write an Effective Call Script in 2023?

Posted on by
Tips to Write an Effective Call Script in 2021

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.

1. Use the language that your audience speaks

  • The first tip to follow is to adopt the language and phrases that your targeted audience uses.
  • Many call centers run virtual call centers using a work from home add-on and a cloud call center solution to hire native speakers to attend customers.
  • Even if you cannot hire native speakers, using the phrases and language they use can really be beneficial.

2. Eliminate the guessing game

  • This is the biggest mistake a majority of call centers made even if they have insightful data in their call center solution
  • Each call center solution offers reports as well as a call recording feature. These features can be used to review whether a call script is working or not.
  • Using the data you have in your reports section can help in making an effective call script.
  • If you want to write an effective call script, do not get into a guessing game. Use the data and insight you have and write an effective call script.

3. Be precise and quick

  • Respect others’ time is a very well-known proverb. A call center using a call center solution, whether to run inbound or outbound campaigns needs to follow and practice this proverb.
  • Do not make your script way too long that with too many adjectives.
  • Be professional and precise. Your call script should be easy to scan. Use more pointers.
  • This will not only help agents to save time, but it can also help agents to begin from somewhere in the middle.

4. Use simple to understand language

  • Every industry has some jargon and technical words.
  • Some writers are good with superlatives and adjectives.
  • Using high-level English, superlatives, adjectives, jargon, etc. can be great for you to some extent, but remember, all people your agents would talk with may not understand those words and phrases.
  • You have to use simple to understand language, so your customers or prospects can understand that with ease and without grabbing their dictionary.

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.

Loading

Omnichannel Contact Center Best Practices

Posted on by
Omnichannel-Contact-Center-Best-Practices

The omnichannel call center software is now used in almost all industry verticals. It has several advantages to offer such as:

  • Increased reach
  • Increased agent productivity
  • Improved customer satisfaction
  • Enhanced branding
  • Increased ROI
  • And many more

Many call centers use an omnichannel contact center solution. A contact center or call center that uses an omnichannel call center solution is known as an omnichannel contact center. To leverage all the above-mentioned benefits, an omnichannel contact center needs to follow some best practices.

Read on to learn about these must follow best practices.

1. Identify which communication channels your customers prefer

Many call centers try to distribute the volume of support requests on their preferred communication channel. For this, often call centers ask customers to contact the support team via a specific communication channel. For example, if a call center has invested in call center WhatsApp integration, the call center will ask customers to contact via WhatsApp so call volume can be reduced. However, the best practice would be to identify which communication channel your customers prefer. The same rule applies to outbound communication as well. Instead of using a voice broadcasting feature of a call center solution or running an outbound calling campaign using a predictive dialer, the call centers must use an analytical tool or research to identify the preferred communication channel of the customers.

2. Cater to customers via their preferred communication channel

Once a call center identifies the preferred communication channels of customers, it can classify them. The agents should use the communication channels that are preferred by the customer while contacting them and let customers use their preferred modes of communication.

3. Define faster possible response time

Many omnichannel contact centers focus on higher response time to customers that use voice calls because the software automates call routing to the agents. Many call centers also focus on reducing overall waiting time and call hold time to make sure customers are catered to quickly. However, often these contact centers ignore or skip to define the response time for other communication channels such as email or SMS. The customers should receive a response within a few minutes regardless of the fact, which communication channel they use. If this can be achieved, then only using an omnichannel call center solution can be worthy.

4. Train your agents to use the communication channels correctly

It seems there is no rocket science in using different communication channels, which is true. But, what is equally true is often people forget about using the right etiquettes for using specific communication channels professionally. For example, email communication is quite formal and professional. However, an SMS will be short and quick. Agents need to be trained about using different communication modes supported by an omnichannel call center solution more professionally.

5. Monitor and fine-tune

The omnichannel contact center software will also provide performance metrics in the report section. The contact centers must monitor KPIs and keep fine-tuning their strategy to make sure they introduce new best practices, as and when needed.

These are the top 5 tips that you must follow to make sure you make the right use of an omnichannel call center solution.

If you are looking for custom call center integrations to integrate any of the communication channels into the call center software or if you are looking for an omnichannel call center solution, contact us. We provide a feature rich call center solution that can support unified communication.

Loading

First Call Resolution and Its Benefits

Posted on by
First-Call-Resolution-and-Its-Benefits

The call center industry uses multiple acronyms and one of the most popular acronyms is FCR. FCR stands for First Call Resolution. In this blog post, we will discuss FCR and how it works. We will explore the major advantages of FCR.

What is FCR?

If a customer gets a resolution to his/ her query within the first attempt, it is called first call resolution. It means the customer called to get the query resolution and within the first call, he/ she got a satisfactory response.

Nowadays, more and more call centers are using an omnichannel call center solution. In this case, the customers may contact via different modes of communication other than the voice call. If a customer contacts the support center to get a resolution to his/ her query via any other unified communication channel than a voice call and receives resolution in the first attempt, then it is called first contact resolution (FCR).

What are the major advantages of FCR?

Many call centers focus on improving the FCR rate and for that, they provide training to the agents, give them the best call center solution, etc. It means first call resolution is one of the important KPIs that one needs to measure and improve.

There are many benefits of increasing the first call resolution rate. Here are the top 3 advantages the call centers can gain by increasing the FCR rate:

1. It improves customer satisfaction and loyalty

When a customer receives a satisfactory resolution for his query or concern, then he would be definitely happy about the service he received. The first call resolution will remove the need and hassle to call again or wait for the resolution. This definitely improves customer satisfaction and his review for the call center or a brand. A call center can enjoy a high customer loyalty rate, too.

2. It increases agent productivity

A higher FCR rate assures that the agents do not need to handle too many furious customers that are not getting the resolution even after calling more than once. This means the customer support process will be smooth with the call center solution. Moreover, agents resolve issues within the first call using the cloud call center solution or a contact center solution. This will improve agent morale and confidence. This will further help agents to work more productively.

3. It assures better resource utilization

Better resource utilization can result in higher efficiency, reduced expenses, and improved returns over investment (ROI). The increased FCR rate can help in assuring that with efficient use of resources, the call centers can achieve higher customer satisfaction and agent productivity. Therefore, resources will be saved from doing the same job repetitively. This will assure better resource utilization.

A call center solution often plays an important role in improving FCR rate and other KPIs in a call center. Therefore, using the right call center solution is a must. We have a feature-rich contact center software. It is renowned for its futuristic features and efficient operations. It is available as a SaaS product and with a license. Contact us to book a free demo or explore more details about this software.

Loading

Contactless Contact Centers: Everything You Need to Know

Posted on by
Contactless-Contact-Centers

With the changing dynamics in the industry, many things are getting changed, too. From the COVID 19 pandemic to changing user behavior, advancements in technology, challenges with investment, etc. have changed the dynamics of contact centers. One of the emerging shifts in the contact center industry is the increasing popularity of contactless contact centers.

The contactless contact centers have been the buzz word and if you don’t know what it is, there is nothing to worry about. Here is the complete explanation of the contactless contact centers and all other important details you would like to know.

What is a contactless contact center?

The contact center setup, which operates with a working model that removes physical contact among employees, admin, customers, etc., is called the contactless contact center. In simpler words, it is a remote or virtual contact center.

The contact center solution will be used to support the remote operations of contactless contact centers. However, the contact center software will need more features than it would have in a physical setup. The reason is the contactless contact centers need exclusive features to support the remote work model.

Which do the must-have features to support operations of contactless contact centers?

All standard and advanced features

A contact center will operate normally even if it is a contactless contact center. It will have the same campaigns and the same operations to handle. The only difference is staff will work remotely. Therefore, the contactless contact centers will need the same features in their cloud call center solution as they would need in their on-premises call center software.

Work from home features

Along with the advanced call center solution features, the contactless contact centers will also need features and functionalities to support their remote work model. For this, the contactless contact centers need work from home features. Some call center solutions offer features like ring group and host the software on the cloud to support remote work. However, it is not enough. The contact center software to support contactless contact centers will need exclusive features such as the Work from Home add-on offered to the DialShree contact center solution users. It supports remote work in all circumstances to assure uninterruptable workflow.

More details about Work from Home Add-on

Better monitoring and supervision features

As the team would operate remotely, it is necessary to have a contact center solution that provides advanced monitoring and supervision features like live statistics and dashboards. This type of feature can help in making contactless contact centers more productive and efficient.

Collaborative tools

The contactless contact centers should also have a clear system in place for seamless collaboration. For example, a contact center solution like DialShree offers an internal chat feature that can be used for collaboration. Other than that, the contact centers can use web conferencing solutions, Slack, and similar tools for seamless collaboration.

The contactless contact centers are growing in popularity and as per the majority of call centers, this trend is here to stay. If you are also thinking to adopt a contactless contact center model, make sure you get all the right tools and an ideal contact center solution. We offer these tools and the required consultancy, too. Contact us for more details.

Loading

Stepwise Guide to Open a Call Center Startup

Posted on by
A Step-wise Guide To Open A Call Center Startup

The 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, a 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 for customer care.

Thinking about the budget?

Guidance?

And other similar questions?

Worry not!

We, Elision Technologies Pvt. Ltd, 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 experienced agents. We can help you in the process with a 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:

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 the required legal formality.

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.

Start with open source software

To open a call center, you will require more than one solution such as a call center solution, 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

Customize the open source solution

This is really beneficial to invest some money in customization. The open source solution will not have all the 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 as a call center with a limited budget. Still, having any confusion or query? Contact us.

Loading

How to Increase Ecommerce Sales Using a Call Center Solution?

Posted on by
How to Increase E-commerce Sales Using a Call Center Solution?

Due to the COVID 19 pandemic, which is still having its effect on various parts of the world, many industries have faced ups and downs. The eCommerce industry is one of those industries that have got benefited because of the pandemic. The habit of shopping in the brick and mortar stores has changed. People have moved more towards online shopping as it is safe and fun, both.

Along with the demand and popularity, competition has also increased in the eCommerce industry. In this article, we will share how you can use a call center solution to increase sales. Of course, it is a great tool to run the best customer care campaigns. But, do you know it is also the best tool for increasing sales in an eCommerce business?

Let’s explore more in this blog.

1. Send personalized notifications about the next big sales and offers

Big billion days, republic day offer, etc. are excellent ways to increase sales. People love sale offers, discounts, offers, etc. and if you succeed in launching more alluring offers, you are likely to increase sales. When you are launching a new offer campaign, make sure you run a campaign to broadcast the information to all your customers. You can use the voice broadcasting or SMS broadcasting feature available in the call center solution. This feature can also personalize the message to make each customer feel special and intrigue to explore the details. The great deals will help you convert visitors into sales.

2. Answer queries quickly with WhatsApp support

Usually, online shoppers explore items using their smartphones or mobile devices. Asking for offers on their preferred items or checking their preferred payment mode is available or not, or some other questions often arise in the mind of online shoppers. Not giving an easy way to answer those questions can motivate online shoppers to abandon the cart and look for other options from your competitors. Using a call center solution with an integrated WhatsApp option can be beneficial here. You can integrate WhatsApp into the call center software with call center WhatsApp integration. Your customers can have a WhatsApp conversation with your sales agents. On the other hand, your agents can respond to them using the same call center software. This can help you increase sales as buyers get answers to their queries quickly without losing productivity.

3. Respond to social media comments and DMs

Everyone knows about the craze of social media platforms. From travel pictures to anger for a brand, everything is shared on one or more social media sites by consumers. You can use a call center solution with integrated social media platforms to respond to each appreciation or frustration shared on the social media platforms. This will help you project a positive brand to other buyers and help you increase sales. Similar to WhatsApp, social media platforms can also be integrated into the call center software. For example, call center Twitter integration integrates Twitter into the call center software.

Conclusion

In many other ways, a call center solution helps eCommerce stores to connect with the buyers in a personalized manner and entice them to increase sales.

We offer a call center solution built to benefit eCommerce businesses. We also offer custom call center integrations to integrate different platforms or tools like Twitter, WhatsApp, CRM, etc. into the call center software. Contact us for more details.

Loading

How to Increase Customer Retention Using a Call Center Solution?

Posted on by
Increase Customer Retention Using a Call Center Solution

In today’s fiercely competitive market, retaining customers can be a great strategy. Therefore, businesses have increased the focus on improving the customer retention rate. Along with loyalty programs and other strategies, using the right call center solution and its right features can also help in increasing customer retention.

In this blog, we will share how you can use a call center solution to improve customer retention.

Add omnichannel communication into the call center solution

Gone are the days when customers were ok visiting a branch or staying on the line for a long to get connected with the agent. Now customers directly go on social media sites like Twitter and Facebook and start sharing their bad experiences. Thus, reducing the wait time to connect to the customer support agent is necessary. Adding unified communication into the call center software can help here.

A call center solution has a wide array of features to benefit businesses in several ways. Learn how a call center solution and its different features or characteristics can be used to improve customer satisfaction and retention. supports unified communication channels, so customers can be served through their preferred communication channel. This will also distribute the volume of customers and reduce waiting time on all communication channels. This can help you deliver better services and increase customer retention.

Use CRM integrated call center solution

Call center CRM integration can be used to show more details about the customer during a live call. This information can be used by agents to deliver personalized responses to customers. This will make them feel valued and help in increasing customer satisfaction and retention.

Reach out to customers

Many businesses are aware of the glitch happening or to happen. For example, system updates may get the website down and customers cannot use it for some hours. Instead of randomly making changes, defining a specific time and informing customers about the downtime, change in fee structure, or any other information can add value to the customer experience and help in increasing customer satisfaction. Voice broadcasting and SMS broadcasting are two important features available in the call center solution that can be used to reach customers without occupying agents in it.

Running occasional surveys, collecting feedback, and running similar campaigns to stay connected with customers and letting them realize that you care for their business can help you increase customer retention. The call center solution offers modules like Survey module and features like predictive dialer, auto dialer, outbound IVR, etc., which can help you run this kind of campaign.

Focus on KPIs and improving them

The call center solution also shows a wide array of reports. These reports can be used to measure and monitor KPIs related to customer experience. Along with monitoring, a business can take the required actions to improve these KPIs. This will also help in improving the customer retention rate.

Conclusion

In a nutshell, a call center solution offers various features and modules to let businesses deliver excellent customer services. Moreover, this software can be used to build a strong customer relationship. All these can help in increasing customer retention.

We have a call center solution, which has proven its worth in increasing customer satisfaction and retention. For more details, contact us.

Loading

Role of Social Media in Call Centers for Improved Customer Satisfaction

Posted on by
Call Center Social Media Integration for Improved Customer Satisfaction

With billions of users using one or more social media sites, social media has become one of the primary modes of communication for any business. Whether a business is interested in reaching a wider audience or interested in maintaining a positive brand reputation, effective use of social media is necessary.

Call centers majorly focus on customer satisfaction and sales. The best call center solution offers an array of features and supports different modes of communication to deliver better customer services. Social media platforms like Facebook and Twitter are equally important here. This is the reason, the call center software providers like Elision Technologies offer integration of social media channels into the call center solution. For example, call center Twitter integration integrates Twitter into the call center software.

The availability of call center social media integration indicates that already call centers have started using social media platforms as one of the channels. Let us share the role of social media platforms in call centers to improve customer satisfaction.

Respond to angry customers

With the increasing use of social media platforms, people prefer to share negative experiences on social media sites. From sharing hate comments to cursing brands, angry customers can damage a business badly. With call center Twitter integration or integration of any other social media site with the call center solution can ensure that agents receive notification for the tweets, DMs, and comments. Therefore, they can respond to them without losing any time and handle angry customers better. Being proactive in handling unhappy customers can help in increasing customer satisfaction as they will feel valued by getting attended quickly.

Stay in touch with customers

Do not wait until your customers start writing about bad experiences. Instead of that, investing time and efforts to build a positive brand image can be beneficial. You can use the social media platforms integrated into the call center solution to send DMs or reply to comments. Along with unhappy and angry customers, happy customers also need to feel valued to be stick with your brand. Therefore, responding to each comment, DM, and tag can help you improve customer satisfaction even more.

Be quick with answers

Customers use social media platforms to raise questions related to the products they purchased or issue they are facing in using the support service. Responding promptly can help in assuring that you maintain a positive brand image on social media platforms. On the other hand, responding to prospects with quick answers can help in grabbing more sales and increasing customer satisfaction, too.

Concluding notes

7 out of 10 people use social media platforms. You cannot ignore the power of using it. Therefore, it is necessary to focus on improving customer satisfaction by using this one most popular mode of communication. To save time and other resources, integrating social media pages or profiles into the call center solution is necessary.

We offer call center social media integration. If you are looking for call center social media integration, contact us.

Loading

How Contact Center Solution Flourishes Rental Car and Cab Business?

Posted on by
Contact Center Solution Flourishes Rental Car & Cab Business

Contact center solutions have their applications in almost all industry verticals. There are many businesses that are flourishing by using a contact center solution and the rental car and cab business is one of them.

In this blog, we will share how a contact center solution with unified communication support helps rental car and cab businesses to grow faster.

1. To run a loyalty program

Customer loyalty is very important in any business. It protects businesses from losing customers and assures a steady stream of revenues. The rental car and cab business is one of those businesses that face fierce competition and often low-profit margin. Increasing customer loyalty is the need for the cab and rental car business. The contact center solution provides features like reaching out to customers to share more details related to the loyalty program. The contact center solution also supports communication via WhatsApp, email, SMS, etc. so customers can be reached via their preferred modes of communication.

2. To handle customer concerns

It happens that the customers need some sort of support related to refund, canceled ride, or even some bad experience related to their ride or driver. The contact center solution is a perfect tool to let customers reach out to the customer support team of customer care and support centers and deliver the required support related to their concerns. Live chat and WhatsApp along with phone calls can be great communication support.

3. To send verification code

Many cab services have introduced the verification system to start a ride. The omnichannel call center solution aka contact center software can benefit here as well. It supports two-way SMS and communication as well. The rental car and cab booking service provider can generate a verification code and send it automatically to the customer. This code can be shown to the driver to start the ride.

4. To run a survey

It is necessary to make sure that customers are happy. This can work as well as the loyalty program to retain customers. Running a survey can help in learning about the customer experience and what next your business can do to increase customer satisfaction and loyalty. Using a contact center solution can benefit here as well. The contact center solution comes with a survey feature, which can be used to collect feedback from the customer and other answers. The survey module in a contact center solution speeds up the whole process of running a survey. Based on the collected survey, the required actions can be taken to delight customers.

5. To improve customer experience

The contact center solution comes up with an amazing range of features that can automate various actions to improve customer satisfaction. For example, an IVR can help in letting customers book a ride, pay their bills, know about their monthly rides, check loyalty benefits, and more. The IVR and many other features of the contact center solution can improve customer satisfaction.

If you are interested in knowing more about the contact center solution and its role and benefits in the cab and rental car business or if you are interested in buying a contact center solution, then contact us.

Loading

Older posts
Newer posts
Contact Us

Our experts can resolve your customer engagement issues

Book a free consultation with our expert and see why more than 25000 users across 50 countries trust Elision for their communication needs.
+917041649394
Contact Us