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Category Archives: Customer Care

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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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Call Centre Shrinkage Can Shrink Your ROI

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Call Centre Shrinkage Can Shrink Your ROI

Call shrinkage is one of the most important KPIs, which needs to be monitored. However, often call centers ignore or unknowingly avoid keeping eyes on this KPI. This performance indicator is more crucial because it directly affects your Returns over Investment (ROI). In this blog post, you will get answers to the following questions:

  • What is call shrinkage?
  • How call shrinkage hampers ROI?
  • How to control call shrinkage?

Please note, to measure, compare, and improve this KPI, you need to have the value in percentage, means ratio.

What is call shrinkage?

It indicates how many agents out of the total agents are actively attending calls through call center solutions. Here is how you can measure this:

Shrinkage in percentage = (Total agents * Agents taking calls) / 100

Example:

Out of 100 hired agents, only 80 agents are taking calls, it means 20 agents are not available. This is your shrinkage ratio. Here unavailable agents could be unavailable due to any of the following reasons:

  • Agents are on break
  • Agents are in meeting, training, or conference
  • Agents are on leave
  • Agents are idle for any other reason
  • And more

How call shrinkage hampers ROI?

In multiple ways, it hampers ROI. Some of them are listed below:

  • It delivers reduced productivity compared to what is expected
  • It increases the waiting time in the call queue
  • It can result in a shortage of skilled customers
  • It increases the burden and cost of workforce management
  • It increases expenses

How to control call shrinkage?

As you understand that call shrinkage directly reduces ROI, you definitely want to increase the value to improve ROI. Here are some tips to follow based on some of the major reasons behind call shrinkage.

1. Not having awareness of call shrinkage importance

Many call centers do not consider this important KPI, which can be monitored manually or using a call center solution. Therefore, the first thing is to understand that this is an important KPI. All supervisors also need to know they have to work to improve this KPI.

2. Training, breaks, and conferences

One more common reason behind call shrinkage is time spent on training, breaks, conferences, etc. To improve the call shrinkage ratio, you can apply these tips:

  • Define break times and break limits for each team and agent. So multiple agents do not go for a break at the same time, which can drastically hamper call shrinkage and performance.
  • Arrange short training and conferences. If possible train in real-time. Managers can use call center software features to train agents in real-time.

3. Unplanned leaves

Unplanned leaves can also cause major challenges related to workforce management and major call shrinkage. Therefore, keeping freelancers or available on-call agents available is necessary. Moreover, imposing a strict leave policy to ensure nobody takes unplanned leave until and unless it is unavoidable.

Our call center solution lets you monitor the entire important call center KPIs. To know more about our call center software, which is available as a cloud, hosted, and license-based solution, contact us.

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Call Center CRM Integration Benefits Smart Cities

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Call Center CRM Integration Benefits to Smart Cities

Various cities in India and all across the globe are transforming the infrastructure to become one of the smart cities in the world. For this, the smart cities are adopting the futuristic tools. The call center solution is one of the tools adopted by a majority of smart cities for grievance resolution.

Anyone can contact for help or any issue they are facing on the given helpline, which is handled by a call center solution. The call center software not only makes call handling better, but it also helps in keeping logs and reports, which can be used to improve processes and call handling.

The leading VoIP companies, which furnish the smart cities with smart city solutions like call center solution, recommend smart cities to invest in call center CRM integration services.

Integrating any feature-rich CRM solution with the call center software can provide multiple benefits. Let’s explore some of them.

As mentioned earlier, the call center solutions are used to listen to the issues, concerns, problems, confusion, and other grievances of the people of the city or tourists or anyone who wants to give feedback to the authority or a specific department of the smart city.

Read the complete case study of GMDA smart city using call center solution of Elision to improve grievance handling, here: https://www.elisiontec.com/success-stories/gmda-smartcity/

Call center CRM integration integrates the call center solution of a smart city with a CRM system. The CRM solution will definitely have more fields to store information about the caller and citizens compared to the fields available in the call center software. This is how the smart city can store more information about the caller and customers.

The call center CRM integration solution will show a popup to the executive who attends the call. This popup will be a CRM popup and it will show information about the caller if it is already stored in the system. This information can help the executive to resolve concerns quickly if it is the same concern.

Moreover, the executive can personalize the conversation using the information shown to him in the CRM popup regardless of the fact that the caller has come up with the same issue he faced last time or any other concern. This will help the caller feel valued and it can improve the trust and relationship of the citizens, tourists, and anyone who is calling to the system to connect with authority.

If the caller is calling for the first time or any information related to the caller is not stored in the system, then the executive can ask and fill the information for future reference. It means in the future whenever the same caller calls, the executive will have the information about him to deliver better and more personalized responses.

The call center CRM integration offers many other benefits as well.

We offer call center CRM integration as well as smart city solutions to all cities in the world. These smart city solutions and call center CRM integration services can also be used by the businesses. Contact us for more details.

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Difference between Call Center CRM Integration and CRM Call Center Integration

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Call Center CRM Integration vs. CRM Call Center Integration

Call center solutions and CRM software are widely in use. An effective way of using these two solutions is by using an integrated solution. The integration lets your team members use the major features of both of these solutions and some added features within a single window. In technical terms, it is known as Single Sign-On functionality.

Call center CRM integration and CRM call center integration, both terms may seem similar, but both are different. Many people use these terms interchangeably as well. To clarify the difference between both, in this blog, we will share more details about the difference between both of these terms.

1. Call center CRM integration

This term means integrating a CRM solution into the call center software.  Once call center CRM integration is completed, the agents or your business executives can see the information of customers in the call center software during a live call. This information gets fetched from your CRM system.

If during a live call, the agent needs to make any changes in the data of the customer, he can make those changes without leaving the call center dialer window. Once the call gets ended, each change in the customer record gets stored in the CRM solution.

2. CRM call center integration

This term implies integrating a call center solution into the CRM software. It means major features of call center dialer are made available within your customer relationship management solution. Once the call center solution gets integrated into the CRM software with the CRM call center integration process, your agents can access a call center dialer within your CRM solution. This call center dialer is called a call center widget in technical terms. Moreover, your agents receive multiple features as briefed below:

  • Click to call: A button beside the number of customers in each customer record gets added. The agents can click on that button to call the customer on that number.
  • Call center widget: As soon as the customer attends the call, a call center dialer pops up in the CRM system, which is known as the call center widget. It will have the primary features of a call center dialer software such as:
    • Call hold and pickup
    • Call mute and un-mute
    • Call transfer
    • And more
  • After the call completion, agents can also add a disposition, which will be stored in the call center solution.

Similarities between Call Center CRM Integration VS CRM Call Center Integration

Both of these integrated models also have some similarities or similar features as mentioned below:

  • New exported or added customer record can be pushed to another system
  • Any changes made in the records will be auto-saved in both systems
  • Call logs and changelogs will be made available. The changelogs give detailed information on who made which changes
  • You can use both systems independently as well if needed

Conclusion

Call center CRM integration and CRM call center integration, both are beneficial. One needs to choose the one based on the use of the systems. To get help for integration or selecting the right integration method, contact us.

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How Hosted Call Center Solution Empowers Call Center Industry?

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Hosted Call Center Solution Empowers Call Center Industry

Customers are shifting towards digital platforms to ask their queries to aid in buying decisions or to get the resolution of their concerns. They need a quick response and rapid resolution. This has uplifted the call center industry by providing a plethora of opportunities.

Many companies have started outsourcing customer support and lead generation operations to call centers. To meet the demands of the modern customer base and to deliver expected results, the companies outsource their customer care project to call centers. A call center needs a reliable call center solution.

Hosted call center solution has proved itself as a savior as it lets call centers make more profits and bestow many more benefits. In this blog, you will learn how a hosted call center solution empowers the call center industry.

1. Lower cost

A hosted call center solution is quite cheaper compared to other proprietary call center software solutions. Also, you will get a cloud call center solution, but at cost-effective rates. Some hosted call center solution providers such as Elision Technologies Pvt. Ltd offers this software with a simple pricing model. Moreover, one can choose to pay monthly or annually without signing any long term contracts.

All a call center needs to have is a system and headphones for calls. If you choose to have a virtual call center, as a hosted software can be accessed remotely as well, a call center needs nothing at its end. Software maintenance will be handled by the provider. It means the total cost of the software would be greatly minimized, which empowers call centers

2. Higher flexibility

A hosted call center solution usually is a cloud call center solution. Therefore, it is way more scalable than an on-premises call center solution. Some companies, which offer SaaS call center services give the flexibility of increasing or reducing the number of seats as and when needed. Moreover, the ‘Pay as You Go’ model adds the icing on the cake. These flexibilities are not possible with the standard proprietary call center solution.

3. Greater features

The hosted call center software is way cheaper than a third party call center software, but it offers many features at this cost. In fact, often it has advanced features, which are not accessible in the standard call center solution until and unless you buy the highest package of the software.

Along with all advanced features, a call center also receives a mini CRM integrated within the call center software. This helps in assuring that you do not need to invest in call center CRM integration to see additional information. Moreover, you can also add unified communication channels using an omnichannel call center solution to leverage excellent benefits.

Hosted call center software solution is built to cater to growing call centers and startups to let them concentrate on success and service enhancement, while the software is managed by the provider. We offer both, proprietary call center solution and a hosted call center solution. If you want to know more about these solutions or want to acquire any to empower your business, contact us.

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We Are Happy To Launch Call Center Twitter Integration Service

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Call Center Twitter Integration Launched

We are excited to share that we will offer integration of Twitter into our call center solution, DialShree.

DialShree has been empowering various businesses by offering a full-fledged and advanced call center solution. It is also an omnichannel call center software solution. We have been providing integration of multiple communication channels into this software for multiple years.

Social media sites have evidently gained massive popularity as one of the platforms to communicate and collaborate. Therefore, it has become unavoidable to overlook these communication channels. We have been offering integration of Facebook and Twitter to our premium customers for a long. But, now it is time to go global with these channels. We had announced the integration of Facebook in the call center dialer of DialShree before some time and now, we are excited and happy to launch the integration of Twitter into our DialShree call center solution.

Twitter is often used by consumers to ask various questions and show anger in case of concern. They expect a response within an hour or as early as possible. Putting a social media manager to handle Twitter and interactions with that, in addition to, the customer support agents you have can be an expensive affair for your business. Therefore, we have come up with one more communication channel to be integrated into our call center solution, which is Twitter.

Major features available after call center Twitter integration are listed below:

1. Multiple Twitter account management within the dialer

We can integrate more than one Twitter account with our DialShree: call center dialer. An agent can access all Twitter accounts he has access to. It means you can decide which Twitter profiles will be handled by whom.

2. Enforce login to Twitter or make it optional

You can make it mandatory for agents to login to Twitter before accessing the assigned Twitter profiles and to perform other activities. Here, the agent does not need to log in with the credentials of the Twitter profile he is going to manage. He can log in with any Twitter profile. It can be the same as the company profiles he manages or it can be any other account. Regardless of the profile, he logs in, he can manage all Twitter profiles assigned to him.

This step of logging into Twitter can be removed. If it is not made mandatory, the agent can access Twitter profiles without login.

3. Engagement over Twitter

Within the DialShree: call center solution agents can perform various engagement activities such as:

  • Tweet
  • Like a tweet
  • Retweet
  • Share a tweet means retweet that tweet on the profile using which agent is logged in

4. Monitoring Twitter activities

Agents can see the numbers of followers and followings for a specific account. On the other hand, managers can monitor all Twitter activities in the report section of DialShree.

Integration of business or person profile into the call center dialer along with all these and many more features are available to DialShree and our hosted call center solution users. For more details, contact us.

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How an Integrated Call Center Solution Provides a Powerful Tool?

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Integrated Call Center Solution A Powerful Tool

Call center solution is used by companies or call centers to cater to customers. It helps in increasing revenues by retaining customers and attracting new business. Call center solutions usually come with some amazing features. However, competition and customer demands are increasing like anything. Thus, call centers need an integrated call center solution.

What is an integrated call center solution?

When one or more solutions or APIs are integrated into the call center solution, it is called an integrated solution.

Read this article to know more about the Importance of Integrations in a Call Center Solution

Now, let’s unveil how an integrated call center solution provides a powerful tool to call centers and how it benefits them:

1. Improve customer satisfaction

Customer satisfaction is vital to retain customers and maintain a positive brand of the business. Call center solution offers different features to handle customer concerns. However, traditional features might not provide enough functional capabilities. Thus, an integrated call center solution is needed.

A call center solution with integrated CRM solution lets agents provides personalized responses to the customers. This helps in increasing customer satisfaction by letting customers feel valued.

A call center solution can also have integrated communication channels such as:

  • SMS
  • Email
  • Facebook
  • Twitter
  • WhatsApp
  • And other communication channels

This integrated call center solution can support unified communication. It further satisfies customers by providing their preferred communication channels.

2. Empower internal collaboration

To provide a better experience to the customers, each call center also needs to empower internal communication and collaboration. A call center solution traditionally does not offer a way to communicate internally until and unless there is a feature of extension calling. Using third party communication channels can increase maintenance costs. Even if it is free, it may waste the time of agents as they need to switch back and forth between two different solutions. Thus, an integrated call center solution becomes vital.

Live chat widget can be integrated into the call center solution. It lets call centers use internal chat and external chat features. It means agents can communicate with customers via live chat. Moreover, team members can communicate with each other via this chat widget and that also without leaving call center software.

3. Increase productivity

The performance and productivity of agents are very much important in any call center. In fact, call center software is used to increase the productivity of the agents. Traditional features of call center solutions are limited and thus, it can let agents increase productivity to a certain level.

Thus, using an integrated solution becomes necessary. Various advanced features and functionalities help call centers to boost the productivity of agents. For example, call center WhatsApp integration adds WhatsApp as one more channel of communication. An agent can communicate with multiple contacts in parallel. This helps in boosting productivity.

These are three major ways an integrated call center solution empowers call centers by providing a powerful tool. There are many more benefits of using an integrated solution.

We offer DialShree: Contact Center Software loaded with all features. Moreover, it supports all the required features. Contact us to know more.

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Importance of Video Chat in Call Centers

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Importance of Video Chat in Call Centers

Call center solutions are advancing by adopting multiple advanced features and characteristics. Each advanced feature has its own benefits to offer to the organization that uses it. For example, an omnichannel call center solution is used in many organizations and industries. An omnichannel call center solution supports multiple communication channels and each of them has its own pros. In this blog, we will discuss the importance of video chat in the call centers.

Video chat in a call center has a very vital role to play and as per the industry or nature of the campaign, one can use this communication channel available in an omnichannel call center solution. To help you comprehend its vitality, we will share some strong use cases and its impact on the results to benefit call centers:

1. Deliver better customer experience

Face to face conversation often creates a better and stronger impression on the customers. This is the reason still many businesses delegate a representative who visits customers for routine meetings or to resolve any of their queries.

Omnichannel call center solution provides a video chat feature that allows one to one and multiparty video chat. It gives a similar experience as having a physical meeting. Thus, it plays a really important role in delivering a better customer experience. It also improves customer satisfaction and helps in leveraging all benefits related to happy customers.

2. Increase leads and sales

Video chat lets your agents use the power of emotions and body language while pitching customers for any products or services. As per the sales experts, expressions make a huge difference in enticing a prospective customer to buy your offerings.

Traditional communication channels of an omnichannel call center solution do not provide this effect of strong and persuasive body language. By using video chat features, agents can increase lead generation as well as conversion. One can also use screen sharing and file-sharing along with video chat to make sales pitch more persuasive. This helps in increasing leads and sales significantly.

3. Video KYC and real-time support

KYC (Know Your Customer) is important to know your clients and then deliver services as per their likings and preferences. Moreover, it helps in delivering better customer services. In some industry verticals, the KYC process is mandatory. For example, banks and insurance agencies in some companies need to collect documents from the customers as well as take their picture in a physical meeting.

In today’s busy world, asking your customers to come to your branch office for KYC is disturbing their routine. It also creates some dissatisfaction as they need to take extra steps. By using video chat KYC processing can be performed remotely. There are many banks, which have adopted video chat to process KYC remotely as per the convenience of the customer. This helps customers and banks, both.

Conclusion

Video chat is an important communication channel in a call center to take care of various jobs more efficiently. We offer an omnichannel call center solution, which has video chat as one of the communication channels to empower its users. Contact us for more details.

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Important Integrations for a Call Center Solution

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Important Integrations in a Call Center Solution

In the call centers, customer satisfaction has become the main focus point. To deliver a better customer experience, call centers invest in multiple things. From round clock support services to the best call center solutions, everything gets employed to increase customer satisfaction in the call centers.

A call center solution is a useful tool to increase customer satisfaction. Usually, this software has many useful features as well as it has many advanced add-ons to increase the functional capacity. To increase customer satisfaction, one needs to increase the functional capability of a call center software solution. Along with different add-ons, one also needs to invest in the integration of different solutions and add-ons into the call center software.

In this blog, you will learn about the top 5 solutions or APIs you must get integrated into your call center solution:

1. CRM

CRM (Customer Relationship Management) solution is usually used in the call centers to store information of customers. All different interactions of the customers with the call center get tracked in this software. Call center CRM integration helps in empowering agents by making customer information available to them during the call. This helps in personalizing the conversation and increasing customer satisfaction.

2. WhatsApp

Call centers either run customer support campaigns or sales campaigns. In both types of campaigns, it is necessary to reach customers via their preferred communication channels. WhatsApp Messenger is very popular among worldwide people. Call center WhatsApp integration allows call centers to add one of the most preferred communication channels in the call center. It further increases customer satisfaction.

3. Social Media

Similar to WhatsApp, various social media platforms are also used by customers these days to reach out to a company. Often, these platforms are used to show anger related to concerns faced by the customers. For example, Facebook and Twitter are often used by customers to share their issues via direct messages or comments. The integration of these popular social media channels with the call center software helps in delivering better customer services on these platforms without leaving the call center software.

4. Traditional Communication Channels

As mentioned earlier, customers can be more pleased if you provide them support via their preferred communication channels. Along with modern communication channels, there are some people who prefer traditional communication channels such as:

  • SMS
  • Email

There are also some specific use cases of both of these channels. By integrating SMS API and email API into the call center solution, you can delight clients as well as save agents’ productive time.

5. Webphone

Generally, to attend calls, call centers use a Softphone. It is additional software, which has to be maintained additionally. Agents also need to take additional steps to attend calls in the call center solution. A Webphone is a WebRTC based phone that can be integrated within the call center software. Integrating into the call center software keep agents more productive to delight clients

We have expertise in integrating any API or software with the call center software. We already provide these integrations with our call center solution, DialShree. Contact us for more details.

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Omnichannel Call Center KPIs You Must Measure

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Omnichannel Call Center KPIs

Omnichannel call center solutions are widely in use. In fact, it is the demand of customers. They need to have preferred communication channels to reach your sales or support team. If you are using a call center solution, you will need certain approaches. One of them is KPIs (Key Performance Indicators).

To assure the expected or nearby performance and to improve even further, each call center measures KPIs. Generally, KPIs can be measured using the reports and live monitoring features available in the call center solution.

According to the objectives, call centers define, monitor, and improve certain predefined KPIs. For many years, there are some commonly used KPIs. However, there is a shift in technology and consumer demand. Thus, call centers also need to shift the KPIs. In simple words, when you use an omnichannel call center solution, you also need to change your KPIs.

Let’s explore the top KPIs you must measure while using an omnichannel solution:

1. Campaign-wise usage of the communication channel

This is the first and foremost KPI to be added to the list of other KPIs you have. You are using an omnichannel call center solution for a reason. One of the reasons to use it is increasing response rate and customer satisfaction. Thus, it is necessary to monitor the performance of each communication channel.

An objective to monitor this KPI is to inspect which communication channel is giving better results and customer satisfaction. According to the performance indicators, a call center can enforce the use of a specific communication channel. One more thing to be kept in mind is measuring performance as per the campaign. No single channel gives the same performance in all types of campaigns.

For example, if you are selling products, people will use live chat to connect with the salesperson if they have any queries related to purchase. On the other hand, customers with major issues are more likely to call the customer care center or send an email. Thus, it is necessary to measure this KPI for each campaign separately.

2. First Contact Resolution (FCR) ratio per communication channel

In the traditional time, when call center solution used to come with only an audio calling feature, FCR used to stand for First Call Resolution. However, in the era of omnichannel call center solution and contact center software suite, FCR stands for First Contact Resolution. It means regardless of the communication channel, what the ratio of FCR is. It can be an important KPI to measure to examine the success of employing omnichannel call center software.

3. Channel wise abandoned rate

Abandoned rate means measuring how many customers left before getting the required resolutions or connecting with an agent. Measuring KPI to inspect channel-wise abandoned rate can help in identifying communication channels, which are poor in performance and should be improved or removed.

These are the top three KPIs to be used by the omnichannel call center software users.

If you are looking for an omnichannel call center solution, contact us.

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