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Major Utilities of a Call Center Solution in the Banking Industry


A call center solution is one of the most useful telephony communication solutions gifted by VoIP. It is useful for all industry verticals. In this blog post, we will share the major utilities of a call center solution in the banking industry.

Banking and finance are major industries that use this software for their benefit. Therefore, you can find specifically designed and developed call center solutions for banks. This type of call center solution will have custom features to benefit and speed up banking operations. Thus, it is recommended to use a call center solution for banks instead of using any random contact center software.

1. Customer care

Customer support is one of the major operations in banks. From asking simple questions and queries related to account or check status to handling complex operations such as discussing discrepancies and credit card bills, blocking net banking access, and many other operations require support from the banks and small finance companies.

The custom feature in a call center solution for banks can help in handling all sorts of banking customer care campaigns. Some of the features can even help in automating the job of handling client support in Fintech organizations.

2. Sales of banking products

Similar to multiple other industries, banks, and other finance companies run different campaigns to increase sales of banking products like:

  • Commercial and saving account opening
  • Credit cards
  • Loans (Personal, home, automobile, business, etc.)
  • And more

To increase sales, the banking agents need to reach more and more clients and pursue them to buy the banking products. The major outbound calling features available in the on-premise or cloud contact center solution for banks can help in increasing results.

3. Collection for loans, credit card bills, and more

Banks and similar finance companies need to run dedicated campaigns to increase the collection of due amounts for loans, credit card bills, etc. The contact center software for banks will have an exclusive module, called, the collection module. This module automates multiple tasks related to collection campaigns for banks. Moreover, it provides specific features to help agents in the process of grouping clients depending on their group, auto calling to increase reach, and boosting collection with payment utility available in the collection module for banking call center software.

Wrap Up

These are three major utilities of a contact center solution in the bank. As banks need to connect with clients via different modes of communication, it is necessary for banks to use an omnichannel contact center solution. This can help in increasing the utilities of this software. For example, the SMS helps in sending an SMS with broadcasting related to system maintenance that may affect net banking during specific hours of the day. Likewise, call center social media integration helps in responding to comments and concerns of clients shared on social media.

We are one of the leading telephony and unified communication solution providers. We have benefited several industries with our communication solutions. We have built the best unified communication tools to enhance banking operations and communication, which includes an omnichannel call center solution. For more details, contact us.


Major Productivity Hacks Each Call Center Must Know

Call center agents are associated with the hustle and bustle of delighting angry customers. At the same time, they need to keep learning about newly added features in the contact center solution and other technical tools.

There are some easy hacks that agents can try to increase productivity without hampering routine performance. All they need to do is use some amazing features available in a call center solution correctly.

1. Use auto dialers

The urge of dialing a number that is received during a live call for a reference sale is often high. However, it is necessary to save each second of productive hours. Adding all leads and customer numbers in the auto dialers available in the call center software is necessary. Auto dialers like predictive dialer dial numbers automatically and assign the calls to agents only if customers are connected directly. This saves a lot of time that can be used in increasing productive hours.

2. Schedule automated callbacks

Receiving callback requests is common in any business. In a contact center, agents can manually dial a number or use the automated callback feature. It is noted that only advanced call center solutions like DialShree offers automatic callback with advanced options. It is necessary to use an automated callback to save the time of remembering the callback schedule and call a customer exactly at the requested time.

3. Use CRM integrated call center solution and customer profiling feature

Customer profiling is an advanced feature that gives an overview of all interactions a customer had with different agents in the call center. You can find this feature only in advanced call center software like DialShree. This feature shows all past touchpoints of customer interaction to let agents quickly understand the behavior pattern of a customer and deliver a personalized resolution.

In addition to that, if a call center invests in call center CRM integration, agents can use a CRM integrated call center solution. This software shows more details about a customer to the agent, so the agent can personalize responses.

Both of these options help in increasing the first call resolution (FCR) rate along with customer satisfaction and agent productivity.

4. Take advantage of self-assessment features

Not all call center solutions offer self-assessment features for agents, but it is necessary to have this feature to help supervisors increase their productivity, too. Some of the common self-assessment features available in a call center solution are call recording and playback of agent’s calls, agent statistics, agent reports, etc. Agents can monitor their own performance and make the required enhancements and improvements to boost productivity and performance.

Wrap Up

In a nutshell, using a call center solution and its major features, productivity can be increased with ease. We have shared the top five tips that agents can use to boost their productivity using an advanced call center solution. There are many more features this software offers, which can be used to boost not only agent productivity, but also other KPIs in a business.

We have a call center solution that offers multiple features to enhance team productivity to reduce expenses and increase ROI. Contact us to book a free demo.


Major Challenges Faced by Healthcare Industry without a Contact Center Solution

Major Challenges Faced by Healthcare Industry without Contact Center Solution

The healthcare industry is one of those industries that are early adopters of technology tools. Technology has empowered many tools and one of them is a communication tool. A contact center solution is one of the most advanced communication tools. It has many utilities and applications in the healthcare industry.

Case study, one of the leading hospitals got benefited by using a contact center solution

7 out of 10 hospitals have started using the contact center solution to leverage several advantages. However, still, some healthcare departments or organizations don’t use the contact center software.

Let us share the major challenges that the healthcare industry faces if it does not use the contact center solution.

1. Lost leads

  • The traditional telephony system has a limitation: with a single number, only one call can be attended. The rest of the callers will listen to the busy tone and are likely to hang up the call.
  • The big healthcare organizations usually don’t allow their representatives or receptionists to use a mobile phone to attend patient or customer calls.
  • If a contact center solution is not used, then all calls received while the representative was on another call are missed. There is no reliable way to track those numbers and give them a callback.

2. Lack of monitoring tools

  • A contact center solution offers a range of monitoring tools to the healthcare management, such as barge-in, whisper, live call statistics, performance reports, etc.
  • All the features of the contact center solution allow healthcare management to make sure that healthcare agents are focusing on delivering professional and empathetic responses to the patients or customers.
  • The traditional telecommunication solutions don’t provide this facility, which makes it challenging to assure better productivity as well as better services by the healthcare agents.

3. Lack of the most needed call controls

  • The contact center solution provides an IVR feature that not only auto attends the call, but also keeps the caller engaged until he is connected to the agent.
  • The contact center software also makes sure that all calls are connected to the right agents, so the patient experience can be improved.
  • Other than call routing and auto attend, this software also offers major call controls such as call mute and un-mute, blind call transfer, attended call transfer, etc. All these features help in delivering better patient care and customer experience.
  • The traditional system does not offer any of these features and therefore, it often creates major challenges for the healthcare industry.

4. Workforce management

  • The contact center solution shows reports that can give details about call volume, average call waiting time, etc.
  • All these KPIs can be used to define the required workforce in a specific shift so workforce management can be done more accurately.
  • Without a contact center solution, it is difficult to manage the workforce efficiently for a healthcare facility.

These are the major and crucial roadblocks the healthcare industry faces without a call center solution. There are some more communication tools that empower the healthcare industry along with a contact center solution. Explore our range of healthcare communication tools.


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