Customer Care - Elision Technologies

How to Identify Customer Pain Points in Call Center?

Posted on May 25, 2020 - 11:55 am by Hiren Pancholi

The major responsibility each call center needs to handle is satisfying customers. In this era of having too many competitors, a pool of information, and rapidly changing demands, it is not easy to delight a customer. The call centers need to walk a long way for that.

Along with acquiring a talented team and feature-rich call center solution, the call center also needs to take many important steps. One of them is identifying major pain points of customers. Knowing their problems aka pain points help in taking effective steps to remove or reduce the pain points and improve customer satisfaction.

In this article, I will share the top tips that will help you identify the customer pain points:

1. Know your customers and give personalized services

A call center caters to many customers. Each customer might not be the same. Thus, giving the same responses and using the same way of customer handling might not be effective. A more strategic and effective approach would be grouping customers based on various factors by knowing them.

By doing this, you can create different personalized call scripts to attend different types of customers. Moreover, you can also use different types of call routing rules as per the group of customers.

2. Use KPIs to identify the pain points

The call center solutions often provide different KPIs (Key Performance Indicators), which can be used to monitor various performance indicators. Usually, the reports section in the call center solution provides these KPIs and the required data. In this case, to identify customer pain points, you need to look for the following metrics:

Call abandoned ratio
Average call waiting time
Average call hold time

All these three metrics are correlated and often display a clear fact that the number of agents is not sufficient to handle the call volume. Also, it indicates that agents need further training to cater to the customers.

3. Take extra steps to remove customer pain points

If you really care for your customers, you need to walk extra miles and it is worth it for sure. The call centers win with the volume of customers and that is why it is necessary to put extra effort into removing customer pain points. One of the common concerns of the customers is that the agents are not skilled enough to handle their issues and questions. In this case, training agents about the products to acquire better knowledge can be very helpful.

Moreover, the call centers can invest in call center CRM integration, so agents can know the customer issues and customer behavior with the complete record of him and that way cater to him better.

4. Ask customers what are their pain points

There is nothing wrong to ask customers about their experience with the services you provide and what more they expect from you. A call center solution offers a survey module, which can be used to run a survey and ask customers about their preferences and suggestion. Based on the survey, practical suggestions can be used to further enhance customer care services.

If you are looking for a call center solution that can help you remove these pain points, contact us.

Top 5 Brilliant Skills Each Call Center Agents Must Have for Customer Service

Posted on May 18, 2020 - 8:39 am by Hiren Pancholi

5 Useful Tips to Improve Customer Experience

Agents are representatives of the company and they are responsible for making or breaking an image of the company. The agents have to deal with a myriad of emotions and behaviors on a daily basis. They need to perform the most crucial job of keeping customers happy.

They are also responsible for pacifying the angry customers and win their trust again. It is not an easy job and that’s why today we will share the top 5 excellent skills each call center agent must possess to provide the best customer service.

1. Patience

The agent needs to deal with various types of customers. Some might be too angry because of the problem they are facing; some are puzzled due to lack of knowledge and some who just want to blame you for something. On the contrary, some are easy to tackle; some are too talkative and some coming with the same queries again and again.

Regardless of the reactions of the customers, an agent has to listen to the customer with a lot of patience. Even if he knows the answer after hearing the very first line of the customer, the agent has to keep patience until the customer finishes explaining. He needs to keep two golden rules of customer support in mind:

Never interrupt the customer
Be polite

Both of these can be achieved only if the agent posses patience.

2. Active Listening

Being an agent, you must have a lot of tasks to finish, and being humans we tend to get bored sometimes, especially, when we are helping someone to resolve the same problem 20^th time. In such situations, we tend to become multitasking and along with listening, we start doing something else in parallel.

The reason is your distraction will be vocal to the customer even if he can’t see you. The agent has to be actively involved during the call and stop doing anything else to provide the best services.

3. Positive Attitude

The agent needs to deal with a lot of challenges as part of his job. For example, tight targets, furious customers, long tiring work schedule, etc. Despite all these, the agent has to keep the same energy and empathy in the voice for each call he attends.

The response of the agent has to be as lively even on the 100^th call as it was on his first call. For this, a positive attitude is the must have skill in all agents. It keeps them going on and performs at their best.

4. Knowledge

If the agent doesn’t have a thorough understanding and intense knowledge of the product or service he is advocating, then he will not sound confident and reliable. Thus, the first job of the agent is to understand the product/solution that he is going to sell or provide support for.

He must understand the complete flow, USPs, benefits, and disadvantages of the product. Quick adaptability and learning attitude can be really helpful to master this skill.

5. Technical Knowledge with Easy Vocabulary

The agent needs to deal with various technical solutions such as call center solution, CRM system, Helpdesk ticketing system, so on and so forth. To make effective use of these solutions, the agent has to be well versed in all of these.

Furthermore, he should know some technical aspects of the service or product he is working for. He has to use a perfect blend of technical and normal vocabulary while explaining or guiding a caller. The caller might not know all the jargons and thus, the agent has to use easy to understand language.

These are the top 5 must have skills in a call center agent to provide excellent customer support.

We, Elision, offer the best solutions for a call center such as a contact center solution, CRM solution, Call Center CRM integration, custom call center software module, etc. Get in touch to discuss more.

Elision Launched DialShree Mobi for Efficient Remote Work

Posted on May 11, 2020 - 7:12 am by Hiren Pancholi

We are glad to share the launch of “DialShree Mobi”, which is a mobile phone app for the agents. This app is available for the DialShree: Call Center Solution users.

The time has been shifting and this shift is increasing the demand for business mobility. The call center industry is not an exception here.

There are many call centers that work in a virtual environment for many years to leverage the benefits of a virtual call center. On the other hand, some situations such as natural disasters, manmade catastrophes, pandemic, etc. are increasing the need for a virtual setup of the call center so it can be accessed remotely as and when needed.

DialShree Mobile App

The cloud call center solution is available, but what about having an even more flexible solution? The call center software is often mobile friendly so it can be accessed from any device, but what about having a mobile app?

We, Elision, are proud to be one of those rare call center solution providers that offer a mobile app for their call center software users. We have released our first version of the DialShree mobile application, namely, DialShree Mobi.

This mobile app is available for agents now onwards. The agents can install this call center dialer app on their smartphone and log in to it with their credentials. It has all features an agent needs to handle a customer call. Let me explain in brief about the features one can get from our DialShree Mobi app.

Live Call Features:

An agent will have all the features to handle a call he is connected with. Below is the list of features made available to the agents:

Call pause and un-pause
Call requeue
Call park
Call park to an IVR
Call transfer
Transfer
Custom transfer
Call hang-up
Customer information

Call Script:

Agents can see and use the call script configured for this campaign by the supervisor.

Customer Form:

An agent can see and fill the customer form during a live call. Generally, in some campaigns, agents need to collect certain information from the customer. This form to collect information will be shown to the agent in this section.

Email:

If DialShree user has an omnichannel call center solution license, the agent will see an email module from which he can send an email to the customer. An agent can also access the saved email templates.

SMS:

If the users of the DialShree call center software have SMS add-on in their license, they will be able to send SMS to the customers during a live call.

WhatsApp:

If the DialShree users have integrated WhatsApp business account, they can also send WhatsApp message with all the features available in the web WhatsApp from this screen of the DialShree Mobi.

If DialShree users do not use an omnichannel call center software or do not have any of the SMS, Email, or WhatsApp modules, they will have all other features in their DialShree Mobi App.

To know more about the app and to get this app for free, contact us NOW!

Major Call Center Solution Features that Enhance Customer Satisfaction

Posted on May 4, 2020 - 6:57 am by Hiren Pancholi

Gone are the days when manual calling was used by call center agents and manual entries were made in the excel sheets. The manual processes are tedious, slow, and error-prone. That’s why more and more people have started using Call Center Solution to fuel up their calling activities along with the benefits of streamlined and well-organized records with all required details.

This article shares the top 3 features of a call center software, which increases customer satisfaction.

Sticky Agent

This is a common fact that a customer likes to talk with an agent who helped him last time. This saves a lot of time explaining the same thing or getting that bond. Also, it contributes to better customer relationship management.

The sticky agent feature of advanced call center solutions such as DialShree facilitates callers to talk with the same agent they talked with last time. It means the call will be routed and handed over to the same agent every time when possible.

Skill based call routing

In any call center or customer care center, it is of vital priority that each incoming call of a lead or customer complaint should get addressed by an agent who has enough knowledge and required skills to handle that call. It means the agent must have the matching skills to resolve the customer’s concerns.

This can increase the first call resolution ration and also decrease call wrap uptime, which are the two most important scales of good performance in the call centers and customer support centers. The advanced call center solution such as DialShree provides a feature called, skill based routing. According to this feature, the incoming call will be routed to an agent who has the required skills to answer the calls and handle it with the best possible approach.

Whisper

It is a normal scenario in a call center or customer care center that an agent runs out of information or expertise to resolve a customer’s concern. It may frustrate a customer, if an agent puts him on hold or in a call queue to the supervisor. Here the feature, called, whisper, of call center software can be really helpful. Here, the agent doesn’t need to transfer the call or put it on hold; he can get mentored by his senior or supervisor, how to handle the request, that too, without acknowledgment of the customer.

This would create a good impression in the customer’s eye that the call center or customer care center has qualified staff because according to the statistics, the biggest concern of the caller is the customer care center staff is not qualified enough or doesn’t have enough knowledge to resolve their concerns.

These are the top 3 features available in advanced call center solutions such as DialShree that help you improve customer satisfaction ratio. There are many more as such features and services which would help you to cater to customers in a better way. Contact us for more details and a free demo of the contact center solution.

WhatsApp Messaging: Necessary Communication Channel in Call Center during Pandemic

Posted on April 30, 2020 - 6:42 am by Hiren Pancholi

WhatsApp Messaging- Vital Communication Channel during Pandemic

Coronavirus spread has proven to be fatal in many countries. Not only lives are hampered, but also the economy is hampered. The governments are focusing on the health of people and it is necessary as well. On the other hand, we, being business people, can focus on the other part that is also getting damaged seriously because of the COVID 19 pandemic.

I am talking about the economy. The businesses need to make decisions and execute to identify the possible opportunities and before that stabilizing the routine workflow must be our focus. We, being one of the leading unified communication provider companies, focus on providing robust, secure, and scalable omnichannel solutions.

We have set up many call centers on the cloud by offering a secure cloud call center solution to our clients. Based on our observation and research, we are going to share some useful tips for you. If you are in the call center industry, you need to know this to gain assured benefits.

WhatsApp is one of the communication channels offered in an omnichannel call center solution. This communication channel is necessary to use during the COVID 19 pandemic. Here is why:

1. Serve customers on the preferred mode of communication

Generally, people call in for their concerns. However, with a shift in human nature due to technology, it has been proved that people love WhatsApp messaging. The call center WhatsApp integration lets your customer not only send messages, but also use rich media such as image share, document share, etc. via WhatsApp message to the agent.

This mode of communication can let you delight your customers by using the mode of communication they prefer. You, too, can share rich media for a quick and enhanced response with the customers.

2. Reduce the stress on agents

Agents are humans as well and they might also feel panic because of the increasing spread of the world novel Coronavirus. Moreover, declining business due to COVID 19 may increase stress and threat to them. You can help relieve stress by letting them work from home with a cloud call center dialer and let them use WhatsApp as one of the communication channels.

At a time, an agent can communicate with more than one customer or prospect and that can help them improve their key performance indicators. This may help them feel secure in terms of the job security. You can also send WhatsApp messages to the agents to keep them motivated while working from home.

3. Keep customers informed with least efforts

Running a calling campaign to inform customers about the ongoing changes because of the changing laws and situations might not be feasible. It may waste a lot of resources. Running a voice broadcasting or SMS broadcasting campaign by using respective call center solution features might be one-way communication and can have repercussions.

Using WhatsApp messaging can help you inform customers in minimum time, plus, have a two-way conversation. This can also delight clients. If you are looking for a cloud call center software, remote work setup for your call center or call center WhatsApp integration, contact us NOW!

Call Center CRM Integration for Better Customer Service during Lockdown

Posted on April 23, 2020 - 8:29 am by Hiren Pancholi

Call center CRM integration is a collective solution that gives single sign on facility to the users. This single sign on offers accesses to the major features of the call center solution as well as CRM software within a single window. There are many businesses that use any of the systems or both of them. The call center CRM integration helps them leverage multiple benefits.

Right now, the situation is quite challenging due to COVID 19 pandemic. In countries like India, there are long lockdowns announced. This has enforced call centers in India and other similar countries with long lockdowns to shift their business operations remotely.

With the help of companies like us, there are many call center solutions India and other countries have achieved BCP (Business Continuity Process). We have helped our call center customers to shift their on-premises call center solution to the cloud call center solution so they can take advantage of cloud telephony.

In addition to shifting to the cloud call center dialer, the companies and call centers also need further advancements to handle customer calls more professionally and efficiently. This is the time when call centers have to give more focus on the First Call Resolution (FCR) in the minimum time possible. This also increases customer satisfaction.

The call center CRM integration helps businesses to achieve these key performance indicators (KPIs). We can quickly provide the integration of both of these systems so the call centers can take advantage of enhanced customer services.

The call center CRM integration gives a CRM pop-up when the call is connected to the customer. This popup fetches the customer information from the CRM system and shows it in the call center solution. The agent who is handling the call of the customer can see all information about the customer as well as his preferences and history.

This helps the agent to give more precise, personalized, and quick responses to the customer. This not only impresses the customer, but it also helps in benefiting the agent to perform better to achieve the first call resolution.

The agents can achieve boosted KPIs and it further boosts their morale so they can perform better the call center CRM integration also helps agents to keep data management with ease. It means all the changes made in any one system will be reflected in another system automatically.

Thus, when a call center software connects a call and CRM popup is shown to the agent, the agent will always have the most recent information of the customer. This will help businesses to achieve increased customer satisfaction.

In some call centers, call volume has increased because of lockdown, and in such cases, it is necessary to keep the call queues shorter without investing in hiring more agents. The call center CRM integration can be really helpful in this type of situation.

We offer call center CRM integration for all types of call center solutions and CRM software. For more details, contact us.

Top Things to Focus during COVID 19 Crisis by Call Centers

Posted on April 16, 2020 - 1:28 pm by Hiren Pancholi

COVID 19 pandemic is not unknown anymore to anyone. Almost all countries are fighting against this virus and businesses are trying hard to keep their growth rate intact at least, if not growing. We have been working very closely with the call centers as we offer the most advanced call center solution, DialShree.

Based on our immense experience, here are some of the top tips that we would like to share for call centers dealing with the COVID 19 crisis. If you are one of the businesses who are working from home with the cloud call center solution or cloud telephony based BCP (Business Continuity Process), then these tips will be really helpful to you.

1. FCR

First Call Resolution has to be your most vital KPI these days. Regardless of the fact that you are receiving fewer calls or many calls, you have to keep the first call resolution ratio high these days. This may hamper the short call duration KPI, but it will be helpful in making sure the customer does not need to call again and again for the same issue he is facing.

2. Customer Care

Give extra weight on customer care. You may add certain rules or policies to show how you value your customers. For example, if you are a collection company, then you can give some relaxation in the EMIs that need to be collected this month. Do whatever is possible to make sure your customers are happy and feel valued this time because there are many customers that have started cancelling the contracts due to multiple reasons.

3. Short Queue time

This is very important for any call center to keep the call queues shorter. It is possible that because of the pandemic, many customers might be calling in, but it is necessary to attend them quickly and hear them out. Furthermore, giving a satisfactory answer is even more important.

There can be many options to achieve a short queue time, so the customers do not need to stay on the call for quite long. For example, answer all frequently asked questions via IVR (Interactive Voice Response) feature so the customer does not need to wait for long. Also, the callback option can be given to the customer if the call queue is quite long. This will also help in shortening the call queues.

4. Prioritization of customers

As mentioned earlier, it is possible that your call center might be facing a spike in the call volume. You might be receiving more calls than you do normally. In such a case, keeping a single call queue might not be a good idea. You must use one of the amazing features available in the advanced call center solution such as DialShree, called, prioritization. You can keep the priority customers in the priority queue, so they can be attended quickly and you can continue gaining business advantage from them.

We have the most advanced call center solution that can help you deal with the pandemic more professionally. Furthermore, we can help you with the cloud call center dialer to access the whole system from the home. For more details, contact us.

Take Your On-premises Call Center on Cloud with Our Help for Remote Work

Posted on April 13, 2020 - 7:29 am by Hiren Pancholi

On-premises Call Center on Cloud Call Center

Coronavirus has brought the pandemic situation in the world. Millions of people are suffering directly or indirectly because of this virus. To save lives, a majority of governments across the globe has imposed lockdowns. This is affecting businesses and the economy. The solution is the “Work from Home” models.

For some industry verticals, it is not that complicated to shift the on-premises work environment to the cloud telephony one. For example, IT companies, digital marketing agencies, cloud support service providers, etc. can easily shift their operations remotely.

However, for some industries, it is quite challenging to shift work remotely. One of the industries of this kind is call centers. Generally, call centers are set up in a big office that has a specific infrastructure to provide the tools and software to agents and supervisors to take care of the ongoing work. The call centers find it quite difficult to shift the whole infrastructure remotely.

Elision Technologies Pvt. Ltd, more popularly known as Elision, can help you tackle this situation more efficiently by shifting your existing system to the cloud call center dialer. The call centers do not need to shift the whole infrastructure on the cloud so the agents can work remotely by taking advantage of cloud telephony.

Elision has developed an add-on, called, Remote Agent. This add-on can help call centers achieve Business Continuity Process (BCP) by setting up a cloud dialer. Without any hardware or infrastructure change, the call centers can move on the cloud.

There are three different approaches followed by Elision Technologies Pvt. Ltd to offer “Remote Call Center” to the call centers.

1. Remote access to the call center solution

The team of VoIP experts of the company will make the settings in a way that your agents and managers can open the call center software from their web browser. There can be two different ways of achieving this and one can choose the one. In this case, all agents and supervisors must have a laptop or computer systems and internet access with high bandwidth to access the system and take calls.

Read more details on this model here: Remote Agent Part 1

2. Remote access to the call center software and attend calls via mobile

This is the second option in which the call centers can be shifted remotely. All agents can access the cloud call center solution on their system at home and all calls will be routed to their mobile phone. They take calls on the phone and at the same time access all the features of the call center system. The major benefit of this model is it uses less bandwidth than option 1 explained above. Here as well the agents and managers will need to have a system and internet connection.

Read more details on this model here: Remote Agent Part 2

3. Attend calls via mobile, no remote access to the call center solution

In this case, all the calls will be routed to the mobile phone of the agents. They will be able to use features like call mute and un-mute, call hold, etc., which are available on the phone itself. They cannot use the features of the call center software. The major benefit of this model is that the agents and managers do not need to have a system and internet connection.

Read more details on this model here: Remote Agent Part 3

1. DialShree: Omnichannel Call Center Solution

It is an omnichannel call center solution which supports the following communication channels:

Voice calls
Video calls
Conference calls
Screen sharing
Instant messaging (Chat)
WhatsApp
Facebook
Twitter

This is a perfect system for call centers or any organization that handles calls in large volumes. It has many amazing features to support remote work. Furthermore, we have developed a specific module, namely, Remote Agent module, which helps you provide a secure and reliable work from home model to your team. The agents can work even when there is no internet connection.

2. MassMeet: Video Conferencing Solution

It is a video conferencing solution that can be accessed via a web browser. It is mobile friendly. Thus, it can be accessed via any device. The video conferencing system can be used to conduct different meetings and calls when multiple people are involved.

It has various features to make communication more engaging. You can also assure that everyone is paying attention. The video conferencing software can be used by all businesses to handle regular meetings with team, customers, and prospects.

3. Voice and SMS Broadcasting Solution

The Coronavirus combating lockdown has created many issues along with the health issues. The businesses are dealing with multiple things and business compliances change by the government now and then to control the situation. For example, in many countries, the working hours of banks are changed. In this case, it is necessary to keep customers updated about the changing laws and their impact.

The voice broadcasting solution can be used to send a voice message which will be played to customers or audiences when they attend a call. If they do not attend the call in the first attempt, the call broadcasting aka voice broadcasting solution will attempt again. Likewise, the SMS broadcasting system will broadcast text messages to the users. Both systems will show detailed reports.

These are the top 3 solutions which can be really useful to businesses. Contact us to discuss more.

Remote Work Model with Call Center Solution Part 3

Posted on April 2, 2020 - 9:26 am by Hiren Pancholi

Call centers can work remotely with the same productivity by using a call center solution like DialShree and the “Remote Agent” add-on. There are 3 different approaches of using the call center solution to implement a successful “Remote Agent” model.

We had shared two approaches in the previous blog posts and today we will talk about the third approach of using the “Remote Agent” add-on and call center solution like DialShree to implement successful and productive “Work from Home” model.

This is the pure version of remote work as your agents can attend calls without log into the call center software on their phones.

How it works?

The call center supervisor needs to register all the agent phone numbers in the call center software. The supervisor will do the needful to map all the mobile numbers to the agent license so calls can be routed to the registered mobile number of the agent.
A supervisor needs to enable these numbers so they can receive calls. The supervisor can also disable a number or more if he wants to stop routing the calls to the agent(s).
Once the basics are done all incoming calls or dialed calls by the call center dialer will be routed to the mobile phone of the agent.
An agent needs to first pick up the call which is generated by the system. He has to keep that phone active and then customer calls will be routed to the agents.
The agent can pick up the calls and attend them as he usually does.
The calls will be logged into the call center software.

Pros of this approach:

Agents can work proficiently with high productivity even if they do not have a laptop or computer.
Agents can work even if they do not have access to the internet
Agents do not need to have a softphone or Webphone to take calls.

Cons of this approach:

Agent cannot see the details of the customer as he can in a call center solution screen. With call center CRM integration complete information of the customer is made available to give a personalized response which is not possible with this approach.
Agent cannot access any feature available in the call center solution such as call transfer, call script, etc.
Agent cannot add a disposition after the call. In this case, there will be a default “Disposition” which will be logged into the system.
If the call of the system will be disconnected, the agent will not be able to receive calls until he is connected again with the system. In some countries, telecom companies disconnect the calls after the duration of an hour of one and a half hours. In this case, the agent has to reconnect again and again.
If the agent has any issue with his telephone network, then voice quality can be hampered.

We can help you in the selection of the best model of implementing the “Remote Agent” for BCP (Business Continuity Process) and implementation of the same. For more details, contact us.

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