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Remote Work Model with Call Center Solution Part 2

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Remote Work Model with Call Center Solution Part 2

In the last blog post, we discussed one of the three approaches available to use the call center solution to take the benefit of unified communication and remote work during this pandemic. If you have missed that post, you can read it here: Remote Work Model with Call Center Solution Part 1.

Today, in this article, we will talk about using the call center solution to successfully run the Remote Work model and stopping the spread of COVID 19. This is the second approach to using this system.

As mentioned earlier, the approach 1 allows using the call center solution from home via a public or private network. One of the major disadvantages of using that approach is it requires very high bandwidth internet because all the packets, voice, etc. are transmitted through the internet. In case, if the internet bandwidth is low or the internet fluctuates, then it disconnects the call or degrades the voice quality.

The second approach resolves this issue. As we all know transmitting voice or video on the internet consume a lot of bandwidth. Thus, with DialShree: Omnichannel Call Center Solution, we can forward calls to the mobile phone of the agent. An agent can still access the web panel of the call center solution to take the benefit of all call center software features, but he does not need to take calls via the web app and voice calls will not pass via the internet.

How it works?

  • Admin or our team will register all phone numbers of the agents. We will make the required rule mapping to send all calls to the agents on their phones.
  • All agents need to log in to their agent panel and need to use the “Remote Agent” add-on. They will receive a call on their phone from the system, which they have to keep connected.
  • Whenever a new call is generated, it will be transferred to the agent.
  • As soon as he picks up the call, the window will open on his web app. He can see the customer details if call center CRM integration is performed or he will see the information available in the call center system. He will have all the controls to handle the call, including, call script in his agent panel.
  • Once he finishes the call, he can hang up that phone and write the disposition in the web app of the agent. The second call will be transferred to him.

Pros of this approach:

  • All the required features of the call center solution will be available to the agents.
  • Internet connection will not be used as much as in the first approach where all calls and packets passed through the internet only. The reason is in this approach, the voice packets will pass through the telephony network which will reduce the load on the internet.
  • All call logs, call recordings, etc. will be available according to the call center solution.
  • It is perfect in running both, inbound and outbound campaigns.

Cons of this approach:

  • If the internet goes down, the operations will be stopped.
  • If the agent disconnects the first system generated phone, he will be logged out of the session and needs to re-login.
  • The phone of the agent will always be busy.

To use this approach, you will need the “Remote Agent” add-on developed by our team. To know more, contact us.

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Remote Work Model with Call Center Solution Part 1

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Remote Work Model with Call Center Solution Part 1

Remote work model has been a necessity all across the globe due to increasing cases of COVID19. There are no other options left than lockdowns and curfews. The Coronavirus spreads faster than any other flu and it can make people very sick. At the moment, nobody has a vaccine. Thus, the only cure is, one saves himself from getting infected. To make sure all countrymen follow the rule of staying home, the governments are enforcing lockdowns and curfew.

Many industries are collapsing because of it, but all cannot stay doing nothing. Some industries such as IT, call center, government, etc. need to keep working. Some of them such as government organizations, pharmacies, and hospitals have to stay in the field and some of them such as call centers, IT companies, etc. can adopt the “Work from Home” model.

To make this “Remote Work” aka “Work from Home” model successful companies need to use various tools and call center solutions can become one of the most important tools in this case. Many companies can use this tool to stay connected with customers, partners, team members, etc.

The call center software similar to DialShree offers an omnichannel communication system. DialShree is our proprietary call center solution that is in use in multiple organizations all across the world, including, government organizations. Being an omnichannel call center software, it supports all communication channels:

  • Voice calls
  • Screen share
  • Video
  • Conference calling
  • Chat
  • WhatsApp
  • SMS
  • Facebook
  • Fax
  • Twitter
  • And more

The companies which use this omnichannel call center solution can take advantage of unified communication. It is furnished with all features one would like to have in his ideal call center software.

The call center solution can be used for “Remote Work” with one of the following models:

Model 1: Open the call center solution for home access

Due to security reasons, the call center software can only be accessed within the company network. However, to tackle the situation of lockdowns due to COVID 19, the companies can open the ports so this system can be accessed from the home. Agents can log in to the call center solution via their web browser and use all the features of the call center software and work as they usually do.

Pro:

  • Work from home with the same efficiency and productivity

Cons:

  • Internet connection has to be stable and high bandwidth is needed
  • Opening the ports creates security risks

Model 2: Access call center software via VPN

The company can set up a complete virtual private network. Thus, the call center system can be accessed from home, but it has to be accessed via a VPN.

Pros:

  • Keeps security intact
  • Work from home with the same efficiency and productivity

Cons:

  • Company needs to provide the bandwidth to keep VPN up.
  • If an internet connection at an agent or a company side fluctuates, the call quality can be degraded or call can be hanged up.
  • If the internet stops working at any of the ends, the agent cannot login.

Both of these models have their own pros and cons and need internet access and a system at the agents’ end.

There is one more way to use the call center solution for Remote work. We will learn about that in the next blog.

If you want to know more or want a demo of DialShree, contact us.

 

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Call Center Salesforce Integration and Its Benefits

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Call Center Salesforce Integration and Its Benefits

Call center solution is now a household solution. Almost all companies use this tool in their business. Whether to run customer care operations or to run lead generation operations, small to medium scaled businesses use call center solution these days.

Salesforce is a leading CRM (Customer Relationship Management) solution. It not only provides full fledged CRM software, but it also offers a complete enterprise solution to take care of customer relationship related operations.

What is call center Salesforce integration?

Call center Salesforce integration is one type of call center CRM integration. The experts of call center CRM integration such as Elision Technologies Pvt. Ltd integrate call center solution with Salesforce CRM integration. Here, the call center solution can be any open source or proprietary call center software such as VICIDial, and DialShree.

Top 3 benefits of call center Salesforce CRM integration:

1. Saved time

The call center CRM integration of any call center software with CRM solution offers amazing features which offer multiple benefits. This is true with Salesforce call center integration as well. One of the benefits is saving the time of employees. For example, this integration adds click to call feature in Salesforce. It helps executives to call a customer without dialing number. For example, if an executive needs to call a customer, all he needs to do is just click on the number or a specified area. As soon as an executive clicks, the call will be connected via call center solution working in the background. There are many as such features that can help in saving time so that they can be used more productively.

2. Better customer care

Similar to all call center CRM integration, this solution helps in multiple ways to deliver better customer care service. The call center Salesforce integration provides similar features to provide an experience to customers. For example, during a live call, an executive can see all information related to the customer. This helps the executive to provide personalized greeting and answers to the customer. There are many as such features that help in delivering better customer care.

3. Increased ROI

The call center Salesforce integration combines the power of Salesforce: CRM solution and call center software. It will save time, increase productivity and increase performance. Furthermore, this integrated solution helps in increasing work. On the other hand, it helps in delivering good customer services so repeat and reference business can be increased. This is how saved time, and money and increased revenues and business ultimately help in increasing returns over investment (ROI).

In a nutshell, the call center Salesforce integration helps in multiple ways to a company to leverage abundant benefits.

We, Elision Technologies Pvt. Ltd, offer call center CRM integration for different call center solutions and CRM software. Call center Salesforce integration is one of the services offered by us. We can integrate the Salesforce CRM system with any call center software. For more details, contact us.

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Call Center CRM Integration Benefits for Insurance Agency

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Call Center CRM Integration Benefits to Insurance Agency

Insurance agencies can use different solutions to grow their business. Call center solution and CRM software are some of the top solutions which are used in leveraging various benefits.

Call center solution is a leading tool that can be used by insurance agencies to call prospects and customers as well as to handle incoming calls of the customer. On the other hand, CRM (Customer Relationship Management) solution can be used to store information about customers.

The call center CRM integration is a process of integrating a call center solution with the CRM system. This integration provides a combined solution to the insurance company. The CRM call center integration offers many benefits to insurance agencies. We will share the top 3 pros of this system that can be leveraged by any insurance companies:

1. Increase customer satisfaction

Generally, customers call into an insurance company to know about their premium date, the benefits of a policy, etc. The call center CRM integration provides many features and one of them is a CRM popup in the call center solution. Thus, when a customer calls in, the insurance agent will see the complete record of the customer. He can use the data of the customer during a live call to make conversation personalized.

Furthermore, the agent can also give suggestions based on the history of the customer. All these and many other use cases of call center CRM integration features help agents to deliver the best possible experience to the customers and thus it increases customer satisfaction ultimately.

2. Increase sales

Insurance agents can pitch customers to buy different policies and other products based on their history saved in the CRM solution. The agent can start by reviewing the customer data in a CRM solution and then simply click on the lead data which will connect the agent to the customer.

The insurance agent can explain information that might be of interest to the customer. This type of sales call is more personalized and that is why chances of selling more policies and products become easier in an insurance company.

3. Increase ROI

One of the most important areas of focus of any business is increasing ROI. The call center CRM integration can contribute to this. It helps in reducing the telecommunication cost by making all calls to the point and personalized. Thus, the overall time spent on the call is reduced.

Furthermore, other resources spent on the customer are also reduced. This helps in reducing the expenses. Furthermore, this solution helps in boosting performance and sales, which increases revenues. This is how the call center CRM integration helps in increasing returns over investment.

These are the top 3 benefits leveraged by insurance agencies with call center CRM integration.

We offer call center solution, CRM system, as well as call center CRM integration. We can integrate any call center software and CRM solution for insurance companies. To know more about our unified communication channels, contact us.

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Top 5 Ways to Reduce Call Center Cost

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Top Ways to Reduce Call Center Cost

Reducing cost is one of the major factors used by the call centers to measure their success. Reduced costs result in increased savings. Saved money can be used in other operations to push growth and development forward.

In this article, we will talk about different ways to reduce call center costs that can effectively help you reduce expenses.

1. Monitor activities of agents in real time

It is necessary to assure the best performance of agents and even more necessary part of the action in any call center is to make sure that all customers are treated well. At any cost, customers should not feel offended or treated.

Furthermore, it is necessary to keep eyes on agents to make sure they are utilizing their time productively. Advanced call center solutions provide real time monitoring to supervisors and agents. They can make sure each agent is using his time in handling calls and other productive operations.

2. Help in real-time

Call centers often invest a significant amount of money in agent training and coaching which is obviously mass training. It definitely helps in improving skills, but this approach might not be that effective in taking care of identifying the weakness of an agent and working on the same.

Thus, real time monitoring and real-time help can make a bigger difference. You can use various features of a call center software solution which is designed for this operation only. For example, whisper and conference calling features are available to coach agents in real-time about handling calls.

3. Train agents to perform better

As mentioned earlier, real time agent training and coaching is necessary to save time and ultimately money. At the same time, periodic training helps in increasing and sharpening skills in the call center software.

Thus, it is necessary to take training sessions to improve the skills of the agents so they can perform better and save costs spent on long calls, frustrated customers, and lost business.

4. Minimize the cost of the loss of business

The cost of losing an existing customer is way higher than acquiring a new customer. Thus, it is necessary to make sure that your customer care services are the best. The agents have to make sure that the existing customers receive the best services and that also on time.

The first call resolution ratio has to be high in the case of existing customers. You must take the required actions to assure higher customer retention ratio

5. Minimize cost on recruitment

Call centers spend a significant amount of money on recruiting the most skilled agents. Furthermore, call centers invest in sharpening those skills of agents with training and coaching. When a skilled agent leaves the call center, it creates a huge gap in the organization.

Moreover, the cost of recruiting a new agent is quite high and tedious. Thus, a good idea is to retain agents and other staff members so expenses in the recruitment process can be saved. One can keep awards, rewards and some fun activities to keep agents motivated.

These are the top 5 tips to reduce call center costs. To put efforts in the right direction, it is necessary to make sure you use feature rich call center software like DialShree. For more details, contact us.

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Elision Is Going to Participate in BPO Tech Summit 2020

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Elision Is Going to Participate in BPO Tech Summit 2020

We are glad to announce that our representatives will participate in the upcoming BPO Tech Summit 2020.

Elision Technologies Pvt. Ltd has been catering to the BPO industry with its best in the industry call center software, called, DialShree. The company has been in the industry for almost 12 years now.

To benefit participants of BPO Tech Summit 2020 with rich knowledge and experience in the BPO industry, Mr. Mehul Shah, CEO and MD of Elision Technologies Pvt. Ltd will participate in this event with other representatives of the company.

Participation of Elision is segmented into three parts as briefed below:

1. Elision CEO and MD will speak on omnichannel call center solution

Mr. Mehul Shah, CEO and MD of the company, has been working in this industry for many years. He has not only catered to the customers of the company in BPO and other similar sectors, but he has also participated in multiple expos and events. He has rich experience in this industry. He will share his experience and expertise with the participants of BPO Tech Summit 2020 in his speaking session. He is going to deliver a speech on the topic of omnichannel communication and omnichannel call center solution and he will also share some useful tips for BPOs.

2. Elision will showcase its offerings

Elision has also booked space and standees at this BPO event and it will showcase its top products, solutions, and offerings there.

3. Elision will join hands with interested professionals and companies

Elision representatives have also shown interest in joining hands with like-minded people and companies. The company is interested in partnering with other companies and professionals at BPO Tech Summit 2020 to expand its wings.

Elision is one of the silver sponsors of this event and representatives will network with participants, speakers, exhibitors, and visitors at this event. The representatives of the company have shown interest in meeting professionals and scheduling a private meeting as well. If you are going to attend this event or if you are in Bangalore, you can meet the Elision team. Below are the details of the event:

Date: 23rd January 2020

Venue: Sheraton Grand, Bangalore

The event will cover all aspects of the business to benefit participants. One can learn from industry leaders.

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Top 5 Must Have Excellent Customer Service Skills

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Top 5 Excellent Customer Service Skills for Agents

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:

  1. Never interrupt the customer
  2. 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 20th 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 a 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 100th 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 software, 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, an 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 call center solution, CRM solution, Call Center CRM integration, custom call center software module, etc. Contact us to discuss more.

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Call Center Software Trends 2020 That You Must Know

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Call Center Trends 2020 That You Must Know

In the last few years, new trends have kept on emerging quite frequently in customer service. The call centers across the globe have undergone a paradigm shift, to now being experienced centers for customers. As we are rapidly approaching 2020, it is time to check out what changes are lined up for contact centers that will prove to be a revolution for this industry.

Moving forward to the new year 2020, it is important to evaluate the future of contact centers with regards to the upcoming trends and how they will help to improve and enhance CX or for that matter improve the productivity of agents.

Given below are the top 5 contact center trends to look out in 2020:

1) Escalation of queries and complaints through social media

Social media is an effective platform to connect with customers. Social media channels are not only for marketing and advertising, but also for providing customer care to customers. In 2020, more and more customers will be raising their queries through social media networks like Facebook and Twitter.

Let us take a look at some facts mentioned below:

  • 29% of customers of all age groups have used social media to complain about a brand’s customer service.
  • Social media channels like Facebook and Twitter help in delivering 46 percent more accurate responses and 44 percent quicker responses than emails.
  • 80 percent of the total social media customer service requests come from Twitter alone.

As we approach 2020, these numbers are likely to increase at a faster rate with the proliferation of social media. Considering all these, it is high time for contact centers to integrate the option of social media customer support in their call center solution.

2) Omnichannel communication strategy for providing effective context-specific support

The omnichannel communication is an effective customer centric tool that provides a seamless and uniform customer experience across all platforms, be it through smartphones, desktops or for that matter even in-person. The omnichannel consists of strategic customer touchpoints across many channels so that customers don’t have to repeat the same information again to different call center agents.

The integration of omnichannel communication with the call center software enables the executive to know the history of customers and provide effective responses within the shortest possible time interval. The omnichannel approach helps to save valuable time of both customers as well as agents, leading to quicker and more efficient resolutions of queries and complaints.

3)  Live engagement tools for better customer experience

Live engagement tools such as live chat, video chat, and co-browsing enable contact centers to provide proactive responses and faster resolutions to customers. It helps in identifying the customers’ issues which most of the time might be difficult due to lack of real-time communication.

Having various live engagement tools as a part of the call center solution enables enterprises to guide the customers better across their entire journey. It also helps to boost team productivity and customer satisfaction. It increases conversion rates and reduces the response time.

4) Automation using artificial intelligence (AI)

In addition to handling calls and responding to customers, call center executives perform a lot of other tasks such as categorization of the queries or complaints and tagging them. These basic tasks can be entirely delegated to AI-enabled chatbots. These chatbots would serve as the first point of contact for customers.

Moreover, chatbots enable businesses to provide 24 x 7 customer engagement. By making use of chatbots, the right queries can be assigned to the aptest agents which are best equipped to solve them. Blending AI into the call center software helps to reduce the workload of agents and provides effective real-time customer support.

5)  Hiring more remote call center agents

Most call centers have already started giving preference to freelance agents in comparison to having a high number of on-premises contact center agents. These freelancers can work from anywhere across the globe just by merely using the call center software over the internet. The advantages of hiring remote agents in comparison to in-house employees are:

  • Saves valuable time and money.
  • No added expenditure on IT tools and equipment.
  • Lower maintenance cost.
  • Saving money on currency value.
  • A large pool of agents across the globe.
  • Operations are made seamless and productive.
  • Doing away with staffing issues.

In order to stay in the competition considering the current market scenario and cut-throat competition, call centers, and their agents need to be aware about the upcoming trends and be ready to integrate and use them as a part of their call center solution.

Looking for advanced call center software solution? Contact us.

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How to Handle Rush during Holidays in Your Call Center?

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Tips to Handle Rush during Holidays in Your Call Center

Christmas bells have already started ringing. There are some businesses in which the holidays will get started. On the other hand, in some industries, the workload will be increased. The call center is one of the industry verticals which face increased workload during the holiday season.

Christmas and holiday season actually increase work and stress levels on agents and managers, both. If you are leading a call center, here are some easy to follow tips to handle the holiday rush without increasing stress:

1. Know insights about the holiday rush

If you are using a call center solution, dig deeper to see the reports of last year’s holiday season. You need to see which products were in demand, what services were making differences, what types of queries appeared repetitively? Your reports and filters in the call center software will provide all these details.

These details will help you define the areas to be improved. You can design IVR to answer frequently asked questions. You can train your team to take care of the concerns that come up repetitively.

2. Add more agents in the call center

You care to hire remote agents or on-premises agents based on your employment model and labor laws. It is necessary to add more agents during the holiday season as it is the peak season and you need to handle the holiday rush.

Make sure to hire experienced agents instead of recruiting fresher who may not have the required experience of dealing with customers within the minimum time to maintain a good FCR (First Call Resolution) ratio.

3. Use omnichannel call center software

Generally, call centers use a call center solution that supports voice calling operations. However, to handle the holiday rush effectively, you need to use an omnichannel call center software. An omnichannel call center solution uses different communication channels such as voice calls, video calls, screen share, instant messaging, SMS, fax, etc.

There are many benefits of using an omnichannel call center solution during the holiday season. For example, the load on agents could be distributed when you have voice calls and chat to offer. In this case, some customers will stay in the voice call queue and some will take benefit of real-time chat to get answers to their queries.

Also, sending an email or SMS is mandatory in some campaigns which provide further information. Thus, make sure to use an omnichannel call center solution.

4. Add social media channels in your call center solution

Social media platforms are one of the channels on which customers connect with brands. They share their frustration and appreciation on different social media channels. Thus, you have to integrate the major social media platform as per your business model with the call center software. It will help in improving customer satisfaction.

These are the top 4 tips you can follow to increase customer satisfaction. This can help you handle the holiday rush and that also gracefully.

We offer omnichannel call center software. Contact us for more details.

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Integrated CRM Is Must for Seamless Working in Call Centers

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Integrated CRM Is Must for Seamless Working in Call Centers

It is quite common for people to feel frustrated just at the thought of calling a customer support team for any product or service. That is the feeling that people have about call centers.

However, with the tough competition faced by businesses in today’s world, they realize that the only way to be distinctly different from others is to offer world-class customer service to their customers. One such technology, which they can use to provide the best-in-class customer support is the call center CRM integration.

The CRM system

It is the customer relationship management system that helps a call center agent in identifying the customers’ requirements by providing them useful information about a customer.

Call center solution and CRM system

The call center solution and CRM system are two vital tools used by the call center executives. They use the former to run call campaigns, while the latter gives them details of the caller using which they can provide personalized support to each customer.

The major challenge faced by most agents is toggling between two different screens of the call center solution and CRM system. The use of call center CRM integration would help agents overcome this challenge as both the tools will work in unison with each other.

Key characteristics of call center CRM integration:

API integration

API (Application Programming Interface) is a tool that enables the computer to access and edit data by loading pages. Once the call center solution and CRM system establish communication through the API, they are integrated.

Integration with multiple systems

Any business uses several tools and systems to function. Some of them include platforms like AdWords, Facebook or Google apps, chat tools. The call center CRM integration enables all these tools to work in harmony as a single system.

Real time data update

As the call center CRM integration enables synchronization of different systems, any details or information fed in one system will get automatically updated in the other. Hence, both systems will have real-time data at all times.

Reduced workload of agents

With call center CRM integration, the agents no longer have to switch operations between two screens. They can use one single screen to access two systems. Also, all the information about a customer is provided to the agent during a live call in the call center solution itself.

Enhanced accuracy and efficiency

Many times, customers feel that the agents do not have adequate knowledge about the products or services they offer. This is because the agents take a lot of time to look up for information that they need to provide to the customer. With call center CRM integration, they will have all the information at their fingertips without the need to switch systems.

Improved KPIs

With all the information available to the agents at one go, it is quite common that the Average Wait Time (AWT) will decrease and the rate of First Call Resolution (FCR) will improve.

From the above, it is quite evident that call center CRM integration enhances the productivity and efficiency of the entire call center and business as a whole.

Looking for call center CRM integration services? Contact us.

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