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Category Archives: Customer Care

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How to Balance Call Volume in a Call Center?

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Tips to Balance Call Volume in Call Centers

Call centers handle incoming calls usually offer customer care services. They need to focus on better customer experience. Thus, call centers usually monitor different call center KPIs (Key Performance Indicators). One of the KPIs to be monitored in a call center delivering customer care service is call volume and the way it is handled.

In this article, we’re sharing top tips 5 to handle the massive call volume.

1. Take advantage of IVR

IVR is a feature available in any call center solution. If used correctly, it can reduce the number of calls that your agents need to handle. One of the tips to be applied is to answer commonly asked questions via an IVR. This will serve customers with the solution they expect in the first call itself as well it will reduce the number of calls to be attended by agents.

2. Use omnichannel call center solution

An omnichannel call center solution is a system, which supports multiple communication channels. Using this software can help a call center in the process of managing call volume in a better way. Using this software will not only reduce the call, but it will also help in increasing customer satisfaction. Your customers will get support on their preferred mode of communication.

3. Train agents

Skilled agents can be a great weapon in your arsenal. Your agents need to know common issues and exact solution to that issue. The first thing to focus on is a training program to increase their knowledge about your offerings.

A majority of callers complain that agents in call centers do not know the product or services offered by the company. If this fact is true for your call center, it will not only increase customer frustration, but it will also increase call queues, average call duration, call drops, abandoned calls, etc.

4. Review common issues and get resolution accordingly

Call center solutions come with amazing features and using them wisely can be in your favor. Reports feature in the call center solution is one of the features that can help you monitor performance and many other KPIs. One of the usages of reports is that you can get to know about common issues faced by the customers.

Knowing common issues can help you define a common solution. For example, you can include that issue as a question in an IVR option with the solution in the response. You can add that on your webpage to give information on the same. There are many other ways you can resolve the common issues without wasting the time of the customers.

5. Hire more agents

If you are experiencing long call queues in the call centers, it is time to increase agent seats in the call center software and hire more agents. This is necessary as you are growing and to manage call volume, you need to increase agents as well.

Follow these tips to handle call volume perfectly. Moreover, use the best call center software. Contact us to know more.

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When Is the Right Time to Invest in Call Center CRM Integration?

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Right Time to Invest in Call Center CRM Integration

Call center CRM integration is not new in the industry. There are many call centers and businesses in the world, which are leveraging multiple benefits by using an integrated solution of a call center solution and a CRM software solution. Ideally, all call centers and businesses should use this integrated solution.

However, not all can gain maximum advantages from the integrated solution. Of course, as soon as your agents start using an integrated solution of a call center solution and a CRM system, you will start receiving benefits. Thus, there is no second opinion needed on the question of whether you should invest in call center CRM integration or not. You definitely must. The question is different, when is the right time to invest in call center CRM integration. Let’s reveal.

You can invest in call center CRM integration as soon as you are ready. Any time is the right time. However, there are some conditions, which if you meet, you can leverage more advantages from this integrated solution. Let’s check which these circumstances are:

1. When you have complete information about each customer

Many call centers keep storing customer information and they can indeed leverage many benefits from their investment in call center CRM integration. If you are running a call center and you do not have a habit of storing all customer details, you can run a survey to collect those, so you can get an integrated solution and make the maximum use of it in your favor.

Here, complete information does not mean only their personal details such as name, address, etc. It also means information related to their past concerns, past transaction, payment habits, etc.

2. When you focus on quality over quantity

Call center CRM integration is majorly used to provide more personalized responses to customers and prospects. Thus, if you are not going to focus on that, then it will only help in saving time from juggling between call center solution and CRM software.

To gain maximum benefits, call center needs to change the KPIs and shift the whole focus on goal conversions than focusing on how many leads were contacted or how short average call duration is.

For example, in a call center, which offers customer care services, one needs to change focus KPI from short average call duration to increase First Call Resolution (FCR) Ratio. When you and your call center are ready to adopt this change of mindset or when you can set this goal of quality over quantity, you can invest in call center CRM integration and leverage a plethora of benefits.

3. When you have trained staff to make the right use of tools

Your agents have to be trained to use this integrated solution. Even after call center CRM integration, if they keep using old methods of call handling, you will not be able to receive expected results. Thus, you must train your staff first.

If you are ready to receive benefits from this integrated solution, contact us.

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Why Businesses Need an In-house Call Center?

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Importance of Call Center for Your Business

Earlier, only big enterprises or companies that specifically work in the call center industry used to have an in-house call center, but this is not the case anymore. Now, startup, small businesses, hospitals, banks, and almost all businesses and organizations have started setting up an in-house call center.

Now, access to a call center solution and using that software is extremely easy. This is one of the reasons behind increasing in-house call centers, but this is not the prime factor. Let us share the top 3 reasons why businesses need an in-house call center. These reasons are prime contributors to the increasing number of in-house call centers.

1. Post-sales services must be good

Whether you run a business that offers recurring services or you run a business, which provides one time services, post-sales service has to be excellent. In this era, customers are more aware of their rights as well as they have platforms to share their experiences. It has been witnessed that even if many people do not share a positive experience, but if something goes wrong, they will share that on different social media and other platforms.

These negative reviews and shares can badly affect the business. Thus, it is necessary to provide satisfactory after-sales support. You know your products and offerings better. Thus, it is necessary to set up an in-house call center by using a call center solution or call center services and deliver reliable after-sales support.

2. Retaining a customer is tough

Customer retention is necessary, but it is tough. In all industries, competition is extremely high and profit margins are quite low. To make sure you retain your clients, you need to stay in touch with them, listen to their issues, and provide them the required support and reasons to stay with your company.

With an in-house call center, various business campaigns become easier to run such as:

Having an in-house call center will not only help in retaining existing customers, but it will also help in increasing business and revenues.

3. Keeping confidential information confidential is necessary

In customer care or lead generation campaigns, agents use data of customers such as phone number, interaction history, email address, etc. Outsourcing call center related activities to third party business definitely create some risks of data loss. Even if you have a contract, there are still certain risks of data theft or data loss.

Also, it is tough to assure you get the service you are looking for. On the other hand, if you use a call center solution, you do not share data with anyone else. Furthermore, to keep the data completely confidential, you can encrypt contact details, so even an in-house team cannot misuse that data.

Conclusion

To run a business successfully, each business needs to run customer care and lead generation campaigns. Having an in-house call center overcomes multiple concerns and helps you increase business.

We offer a call center solution as well as call center services. Let us explain more about the call center in your business and what could be the next step. Contact us.

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Top Reasons to Integrate VICIDial into Salesforce in Business

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VICIDial Salesforce Integration Importance

Call center solution is an amazing tool to provide excellent customer support and also to run lead generation and sales campaigns more effectively with fewer resources as well as at affordable rates. While CRM (Customer Relationship Management) solution is used to have complete documentation of customer information, his interaction with the company, his billing habits, and much more important information that helps to know a customer better. To run sales and customer care operations smoothly, you should use both of these software solutions in your business.

There are various call center solutions and CRM software available in the market. We will talk about the two most used solutions:

  1. VICIDial: Call Center Solution and
  2. Salesforce: CRM Software

Traditionally, they are two different solutions and you need to use each of them independently. Both systems may have the same data of the same customer. However, you need to make double entries and there are many other complexities that you need to face. Thus, it is necessary to perform call center CRM integration of VICIDial and Salesforce solutions, called VICIDial Salesforce integration.

Let me share the top reasons to invest in VICIDial Salesforce integration:

1. To have an entire system with both, call center solution and CRM software

As you know, call center software: VICIDial and CRM system: Salesforce, both are two different solutions. Thus, when your employees need to use these features, they need to work on two different systems. Sometimes, they need to use both of them in parallel as a customer is on the call and the company representative needs to give him the required information. This can create too much extra work, which also results in a response delay.

On the other hand, when you get VICIDial Salesforce integration, you can make sure to have a system that has features of both of these systems with the single sign-on. Now, your team members can use both systems and they do not need to go back and forth from one system to another.

2. To save the time of resources and increase productivity

Your executives are your resources and if they need to switch between two different systems, they are more likely to waste time unnecessarily. Moreover, they need to maintain the same data of customers in two different systems. This is a waste of time for users. Here comes, VICIDial Salesforce integration at your rescue.

This system makes sure that you can push data from one system to another and there is no need to do the rework. Also, changes in one system for a customer record automatically get updated in another, which saves time of your resources and increase productivity.

There are many benefits to using this integrated solution. Make sure to use an integration service from an expert. We offer call center CRM integration services for different call center solutions and CRM software. We offer the VICIDial Salesforce integration service that offers added features as well. To know more about this service, contact us.

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Why You Must Shift to Cloud Call Center Solution?

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You Must Shift to Cloud Call Center Solution

Cloud call center solutions are in use for ages, but now people are adopting it massively. If you are still thinking about whether you should shift to a cloud call center solution or not, this article will help you resolve this dilemma.

In this article, you will learn about the top 5 reasons to shift to a cloud call center solution:

1. Go remote or onsite, whichever approach you like

Cloud call center solution is your call center software installed on cloud space instead of in-house servers. It takes all IT infrastructure with this software on the cloud space. It means with the valid authority, you and your staff can access the call center software from anywhere. There are built-in security mechanisms available in major cloud hosting players such as Google Cloud, AWS (Amazon Web Server), etc. Moreover, your provider or network professional who installs the software on the cloud will enable further security walls to make sure the software, data, and their access are always well protected.

This lets you adopt a remote or in-house working environment based on your convenience. You can also shift from one to another without any extra steps. This is the flexibility of cloud software.

2. Enjoy the benefits of quick scalability

You do not use hardware to host and run your cloud call center software. Thus, scaling up the software is very easy and super fast. You can, in fact, scale up and scale down quickly. For example, if you are handling festival traffic, you can increase the capacity of handling call volume. As soon as the traffic decreases, you can scale down the capacity.

If you want to install one more instance of a call center software for another branch of your call center, you can make it live in some hours, unlike on-site call center software installation, which may take days or weeks.

3. Pay as you go

One of the amazing benefits of using a cloud call center solution is the pay as you go model. This model is not available with all cloud hosting providers, so choose one wisely. You can also take the advice of your call center software provider. For example, AWS offers the pay as you go model. Thus, you only pay for the usage of the software unlike physical servers, which demand a fixed cost.

4. Reduce maintenance expenses

The cloud call center solution setup keeps everything on the cloud. You will not have any hardware related to this software to take care of. Of course, your agents and supervisors may use computers, headphones, etc. However, there will not be physical servers to handle the software. Thus, you will not need to invest much in maintenance.

5. Adhere major compliances

Renowned cloud hosting providers know different compliances and legislation set for different software and its usage. Thus, they usually adhere to all compliances such as HIPPA, TRAI, etc. Depending on the country you use the software and the cloud hosting provider you use, you might need to take some more steps to enable these compliances. Some make them default for all.

We offer a cloud call center solution. Contact us to know more about it and to get it.

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Top 4 Characteristics of DialShree Empower Call Centers

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Top Characteristics of DialShree Empower Call Centers

DialShree is a household name in the call center industry. It is one of the most advanced omnichannel call center solutions. It can be used with traditional call center software features as well as it can be used with futuristic features.

In this article, I would like to share the top characteristics of DialShree: Call Center Solution that makes it the most loved call center software among call centers and it also empowers call centers:

1. Supports server hosting and cloud hosting

Do you want to use a call center solution hosted on your in-house server?

DialShree is the one you are looking for.

Do you want to use a cloud call center solution?

DialShree is the one you are looking for.

DialShree can run as efficiently on an on-premise server as well as it can run in the cloud space.

2. Any third party solution can be integrated with it

DialShree is highly compatible with 98 out of 100 open source and third party software and APIs such as CRM, mobile apps, monitoring solutions, IT help desk ticketing solution, WhatsApp, Facebook, Twitter, etc. You can use a complete solution by integrating any needed solution into DialShree.

3. It supports work from home model really well

DialShree is one of those rare call center solutions that support the work from the home model with the best functionalities and even in extreme conditions.

DialShree Mobi is a mobile app, which offers all features to an agent to work from home by using a mobile app. He can log in to the call center software the same as he can in his web based software. All features from call routing to call dialers, SMS, WhatsApp, Email, call transfer, call mute and un-mute, etc. are accessible in this mobile app. It is also available in the Google Play Store.

Work from Home (WFH) is an add-on available with DialShree, which lets agents work without the internet and the computer or they can use their phone to take calls and use the system to use the features of the call center solution. It is a unique add-on with unique and helpful features.

4. It keeps on offering competitive features

We, at Elision, believe in offering competitive advantages to our clients. Thus, we have built the most competitive call center software solution of its time, called, DialShree. DialShree is one of the first call center software solutions that support unified communication.

DialShree is one of the call center solutions that allowed call center WhatsApp integration to use WhatsApp Web features within the call center software and there are many more futuristic features and functionalities that are adopted and provided to its users by DialShree to offer a competitive edge. We are now working on various AI (Artificial Intelligence) related feature development, such as chatbots to furnish DialShree with more competitive advantages.

All in all, DialShree is one of the best call center solutions. It is built to empower call center and any other business that wants to take advantage of the best contact center software. To know more, contact us.

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Tips to Use Skills based Routing Efficiently

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Tips to Use Skills based Routing Effectively

Almost all modern call center software is equipped with a variety of call routing rules to increase agents’ productivity and customer satisfaction. Skill based routing is one of the advanced call routing features that will let you utilize the full potential of your agents. That’s the reason almost all call center solutions come with this feature.

Having skill based routing feature doesn’t finish your job. You have to take certain steps to make the most out of it. To help you assure that you use your skill based routing efficiently. Here is a step wise guide.

1. Build a skill set and map it to the agents

Each call center would need different types of skills in its agents. Some skills can be taught as part of training programs and some are prerequisites in an agent before awarding him a job. Your agents will have multiple skills such as, speaking multiple languages, taking care of different types of concerns, etc. You should make a list of skills that are most important to handle calls effectively and map those to the agents that hold those skills.

2. Create call routing rules for skill based routing

The skill based routing automatically route the call to the most skilled agent, but for that, you have to define the call routing rules. When you start using a call center solution, it will not know the details of your agents and their skills. Thus, you have to configure rules for the same. You can take the help of your provider to set these rules for you.

3. Monitor and Fine-tune

Don’t just sit back after setting the skill based routing; to assure it is working at its best, you must monitor the call logs and voice recordings. Review how it is going. A well configured skill based routing will show the following results in the call reports:

  • Reduced hold time
  • Reduced call transfer ratio
  • Reduced call handling times
  • Increased first call resolution (FCR)

If you see you are not achieving noteworthy results, you can reconfigure the skill based call routing rules and also arrange training sessions for your team to increase and improve their skill set.

Conclusion

These are the three steps that you should follow in a step-wise manner to assure your skill based routing is working effectively.

Looking for more details or feature rich call center solution? Contact us.

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Use Cases of Call Center CRM Integration during the Pandemic

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Call-Center-CRM-Integration-Use-Cases

It’s been a while, but there is still no effective cure or vaccine available to deal with the world novel Coronavirus. Still, millions of people are sick because of this disease, and thousands have lost their lives. Even if the COVID 19 is not really under control in a majority of countries, the governments have started lifting the lockdowns. There are some safety measures advised to stay safe. However, the best safety measure is to avoid going out as much as possible.

There are multiple digital tools, which can be used during this pandemic to work from home and still effectively. Today, we will talk about one of as such tool which is a CRM integrated call center solution. You will learn how you can use call center CRM integration based solutions during this pandemic to keep your business operational.

1. Run lead generation and sales campaigns

Pandemic or no pandemic, an increase in sales is the key to success and it is vital for any business. Thus, each business has to run campaigns to generate leads for new business and convert them into a paying customer. The solution made available with call center CRM integration can be really useful here.

Knowing the prospect’s details and personalizing sales pitch accordingly can help you grab the interest and attention of the prospect. This further helps in generating more sales. Moreover, based on the available information fetched from the CRM system during a live call, agents can also try to generate more sales with cross-selling and upselling.

2. Provide customer support

Providing great customer support is important in any condition, but the world novel Coronavirus pandemic has made it even more crucial. It is necessary to retain existing customers to receive repeat business and revenues. To do so, you need to provide excellent customer services.

Call center CRM integration can be very useful in this condition. Agents can view all information of the customer on the call that needs support to resolve his concerns. This information can be used to give more confident answers to the customers and to delight him with better services.

3. Get closer to your customers and prospects

Call centers can also run different campaigns to consolidate their relationship with customers. By sending a message using voice broadcasting feature or by running a survey with a survey feature available in the call center solution.

Running selfless campaigns to know about the wellbeing of customers can create a feeling of being valued and this helps in building a strong bond with the customer. The survey can also be executed to know more about customers’ likes and dislikes about your offering. The collected information can be used to enhance your offerings as well as add other products to increase sales.

Call center CRM integration offers a more advanced system to delight customers and convinces prospects. During the pandemic, it can be even more useful. We offer call center CRM integration for all different call center solutions and CRM systems. To know more, contact us.

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DialShree Mobi and Its Top Benefits

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DialShree Mobi and Its Top Benefits

DialShree Mobi has started benefiting businesses that use call center solution and want to take advantage of a remote working model. In this article, you will learn more about it.

What Is DialShree Mobi?

It is a call center dialer mobile app. It is one of the leading mobile applications available for the call centers and similar businesses that run inbound and outbound calling campaigns.

DialShree Mobi is now also available in the Google Play Store and registered DialShree Mobi users can start using it to run inbound and outbound calling campaigns via their Android phone. This mobile app is beneficial to the users of DialShree: Call Center Solution.

All features available to agents in a web panel are now available in this mobile app. If a call center or a business uses the omnichannel call center solution, then agents will be able to access all omnichannel features such as email, SMS, WhatsApp messenger, etc. in this mobile app.

To know more about DialShree Mobi, Read our latest news on the Launch of DialShree Mobi.

What Are the Benefits of Using DialShree Mobi?

There are many benefits of using this mobile app of call center dialer. Let me share the top 3 benefits of using this call center dialer app.

1. Successful remote call center operations

Virtual call centers are becoming more and more popular. There are many benefits of running a call center with a team of remote agents that are working from home. Nowadays, there is hardly anyone who does not use a smartphone. On the other hand, there can be people who do not have a computer or laptop.

Adopting a mobile app for call center solution helps in letting agents work from home with ease and comfort. DialShree Mobi empowers companies to run call center operations, whether it is customer support or telesales swiftly in a remote environment.

2. Save money

DialShree Mobi is a mobile app which can be used via a smartphone as any other app. One does not need to invest in additional hardware, software, and applications otherwise needed to install, use, and manage a call center solution.

Moreover, there is no maintenance cost related to the DialShree Mobi app as it is accessed via the smartphones of agents. All these save a significant amount of money for call centers.

3. Keep everyone safe

Nowadays, the world is moving through a very sensitive phase. COVID 19 has put everyone in a weird situation. People and the governments definitely take all the required steps to run business, but still, there is some sort of uncertainty about the safety of everyone.

Thus, in a call center or any company, it is necessary to take all the measures to keep team members safe. However, even after taking multiple safety measures, still, there are chances that people may get infected and spread the same in other team members. By using DialShree Mobi, call centers can let agents work from the safe environment of their houses.

Interested in knowing more about the DialShree Mobi app? Contact us.

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Why Call Centers Must Use Data Verification?

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Importance of Call Centers Must Use Data Verification

Call centers need to deal with massive data in their day to day operations. Each call and each conversation are important in a call center. This is the reason, call centers invest heavily in talented agents and the best call center solution. Furthermore, call centers invest in ongoing training of their team and upgrading their tools and processes.

Do you know call centers can further excel in the performance by using the Data Verification module?

In fact, it is very much important to use it.

Data Verification is an add-on, which can be added to a call center solution. It verifies each lead, specifically, phone number and email address for its existence. It verifies its correctness.

There are many reasons a call center must invest in it, let me share the top reasons in detail.

1. Save resources

The normal process carried out in a call center is, all contacts get added in the call center solution with an auto dialer such as a predictive dialer. The call center dialer attempts to call each number added in the lead list to be contacted. Even if there is a fake number, the call center dialer will try to contact that as well by dialing it.

This will waste the efficiency of the call center software by calling a fake number. If during this time, an agent is free and waiting for the next call, this will waste his time. This way, multiple resources get wasted if call centers call fake numbers or the numbers that are wrong, for example, one digit is missing in a phone number.

By using the Data Verification add-on, all fake numbers can be removed from the lead list. Thus, the call center dialer will only call real numbers, and agents will also be occupied on the live calls. This is how multiple resources can not only be saved, but also better utilized.

2. Define better campaigns

The Data Verification add-on not only offers phone number verification, but it also gives much more information related to it. For example, one can get to know the country, region, country code, international calling format, and international calling possibility, carrier, type of the number such as landline, mobile, or VoIP, and much more information. This information can be used to group these numbers and run more specific and strategic campaigns.

3. To enjoy lifetime benefits in a one-time cost

As mentioned earlier, Data Verification is an add-on for a call center solution. It means one can get it with a one-time cost. Once this add-on is added in the call center software, the call center can verify the phone number and email address on an ongoing basis. Thus, by investing once in it, you can enjoy lifetime benefits.

Data Verification is not just an add-on, but it is a whole functional solution that can be integrated into the call center software to benefit call centers. We have this powerful solution to benefit your call center. To know more about it, contact us.

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