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Category Archives: Hosted call center solution

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Wrap Up Time, Its Importance, and Tips to Improve this KPI

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Improve Wrap Up Time In Call Center

Due to the increasing importance of customer satisfaction, call centers have been investing in the best call center technology and skilled agents. Additionally, call centers invest in resources to keep improving agents’ productivity to ensure customers get attended and the resolutions get delivered instantly.

Call wrap uptime is one of the roadblocks, which reduce agent productivity. Therefore, call centers should consider it an important KPI (Key Performance Indicator) and invest in improving it. In this blog, we will share more details on the wrap-up time and tips to improve it.

What is call wrap up time?

Call wrap-up time is the time agent takes after completing a call and before taking the next call by showing “Availability” status to the call center dialer software.

Usually, agents invest time in administrative tasks such as filling the disposition of the call, making manual entries, etc.

Call wrap up time = Total call duration – Total talk time – Total call hold time

You can get the average value by dividing the total call wrap up value by the total number of calls.

Why call wrap-up time is important?

Administrative tasks are important for sure, but it should not take long. If call wrap-up time is high, it means that much time is not used in taking calls, which directly hampers the total productivity and performance. It also increases the waiting time in the call queue.

All in all, improving average call wrap-up time KPI is necessary to ensure the highest agent productivity, but it should not take a toll on the quality of administrative work.

How to improve call wrap up time?

As now you understand the importance of reducing the total call wrap-up time to improve productivity and performance, let us share easy to apply and useful tips for it.

Use automation features

A call center solution offers various automation features to save the time of agents to handle customer calls. There are some features available for the post-call jobs, which can help in reducing call wrap uptime. For example, the disposition bucket shows all commonly used disposition messages. The agents just need to select the one. These features can also be added to other call center solutions. For example, with VICIDial customization, we integrate the disposition bucket and other add-ons.

Train agents for post-call jobs

Each call center has different administrative jobs. An agent should be completely trained to handle these jobs and make it quick. Along with providing them the software, they should also be trained to use those tools effectively to save time.

Make sure your call center solution is simple to use

Your call center software should be easy to use. If it is complex and needs multiple steps, then it would take a lot of time to handle the administrative tasks by the agents. Thus, make sure your agents are comfortable and confident with the software.

These are the top tips, which any call center can apply to improve the value of average call wrap-up time.

We offer a call center solution, which has various features to automate post-call jobs along with other tasks to keep agents available to handle complex customer calls. This software is also available with rental models. Contact us for a detailed discussion.

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How an Omnichannel Call Center Solution Improves Customer Experience?

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Omnichannel Call Center Solution to Improved Customer Experience

Remaining ahead of the curve in a highly competitive market has become a necessity. Using just a call center solution would not help a call center to meet the expectations of customers. They expect more, they need more. By delivering a seamless experience and by surpassing the expectation of customers, a call center can improve customer satisfaction.

The omnichannel call center solution is one of those solutions, which contribute majorly to improve customer satisfaction nowadays. It leverages the power of digitization, unified communication, and call center technology to provide a complete contact center solution, which can understand and meet customer expectations. In multiple ways, it improves customer satisfaction.

1. Streamline customer services over unified communication channels

From call center WhatsApp integration to all other integration services are available to furnish a call center with unified communication channels. It lets customers reach out to a call center using any communication channel, whether it is a phone call or Twitter. This helps in offering services on all different unified communication channels. All conversations and contacts will be streamlined as the agent will have a history of past interactions of customers in the contact center software to offer a personalized experience.

2. One platform to manage and measure all communication channels

An omnichannel call center solution offers all communication channels, namely,

  • Voice call
  • Video call
  • Live chat
  • WhatsApp
  • Facebook
  • Twitter
  • SMS
  • Email
  • Fax

Even if all communication channels are different and of course, providers of a majority of communication channels are different, still all of these communication channels get managed from a single platform. An omnichannel call center solution, also known as contact center software provides a single-view to all communication channels. There are many advantages of using this type of platforms to deliver a better customer experience such as:

  • Delivering exactly the same experience on any communication channel
  • Measuring customer interaction and satisfaction on each communication channel
  • Measuring the performance of communication channels using various reports
  • And many more

Measuring and improving can be a key to success in a call center.

3. Boosted agents’ productivity to serve customers quickly and in a better way

The omnichannel call center software lets agents handle customer communication using multiple channels. A load of customer calls gets distributed on different channels. This helps in attending customers quickly as everyone is not joining the call queue. Some communication channels let agents handle more than one customer at a time. For example, WhatsApp integrated into the call center software allows agents to handle multiple WhatsApp chats. Moreover, the agent can also use WhatsApp templates to reduce the time of response. This helps agents to work more productively. This further helps in attending customers quicker and better. This further contributes to improved customer experience.

We offer an omnichannel call center solution with a broad range of features to benefit our global customers. This software is also available as a hosted call center solution. To know more, contact us.

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Effective Tips to Improve CX with Call Center Automation Features

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Improve CX with Call Center Automation Features

Call centers put sufficient agents to handle incoming client calls. However, there can be situations where call volume is higher and the call queue gets longer. For example, due to COVID 19, many countries had a lockdown and because of that, minimum or no staff was available to handle client calls. There can be other reasons behind a similar situation. Even if you have enough agents, why not use the power of your call center solution to reduce call wait time and the number of agents to improve customer experience. It will also increase the ROI.

In this blog, I will share how you can introduce automation effectively and improve customer satisfaction by delivering a superior quality customer experience.

1. Identify areas that can be automated

The call center solution has many features to automate conversations, but before doing that, you need to know what to automate. Do not get into the trial and error phase or automating everything you can. Some calls need agents’ assistance.

The best way to identify areas to be automated is by checking the information you have such as:

  • Call recordings
  • Call disposition
  • Reports

If you use an omnichannel call center solution, you can also check

  • Email
  • Support tickets
  • SMS
  • WhatsApp

This information will help you learn about frequently asked questions or short questions, which can be answered automatically. For example, answering the following can be automated using a call center solution:

  • Status update
  • Due amount
  • Due date
  • Latest offers
  • And more

2. Use call center solution and other platforms to introduce automation

The call center solution offers many features to automate various actions. In fact, answering all questions can be automated using it. Along with automation features of the call center solution, you can also use other platforms such as:

  • Adding an FAQ page
  • Adding video tutorials
  • Adding blogs and eBooks
  • And more

3. Run a post-call survey

If you are not using automation already and giving it a try, then remember, it is not a one-time process. In fact, you cannot just leave it after automating some ways of responding. You need to be sure, whether you are on the right track or not.

The ultimate goal of any business using a call center solution is to delight customers. Therefore, it is necessary to know your action towards reducing the call queue and giving instant responses is actually helping or not. For that, you can simply run a post-call survey asking if a customer is satisfied with the answer or not.

4. Measure, refine, and repeat

Once you introduce automation and get tangible feedback from the post-call survey, you know what is working and what is not. Moreover, supervisors need to measure KPIs after introducing automation. Based on the knowledge and data collected, the strategy of automation should be refined. This is an ongoing process. With changing demand, time, and clientele, you need to continue measuring, refining, and repeat this process.

Automation benefits businesses in multiple ways. To introduce automation get a powerful call center solution. We have one. Contact us for more details

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Auto Dialer and Other Automation Features to Benefit You

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Auto Dialer & Other Automated Automation Features

Call center solutions come with excellent features to benefit call centers. Depending on the availability of automation, advancements, and other functional competence, the call center software can be used. Many people have started investing in a hosted call center solution to ensure they have access to the best and the most advanced features of the call center solutions.

In an advanced call center solution, you can find many amazing features. In this blog, I will share more details on auto dialers and other useful features and their utilities in a call center.

1. Auto dialer

Auto dialer is the most prominent feature of call center solutions. That is why traditionally call center solutions were used to refer to as call center dialers. In fact, still many people refer to it as a call center dialer or dialer. With advancements in technology, many forms of auto dialer emerged. Predictive dialer is the most advanced call center dialer.

2. Broadcasting features

A call center solution can have SMS and voice broadcasting features. As the name suggests, broadcast means sending an SMS or a voice message to all contacts in a lead list. It is extremely easy to use and an effective means of reaching the masses. For example, sending holiday greetings to all customers via voice broadcasting can be a great way to strengthen the customer relationship. This is just an example. SMS broadcasting and voice broadcasting can be used in multiple ways.

3. TTS (Text To Speech)

This feature is not available as a fundamental feature. Usually, this feature is available as an add-on and can be integrated into the call center software. Text to Speech (TTS) feature is amazing as it can make a voice message by transforming written text. You can choose a male or female voice as well as accents as per your client base. It is amazing if you use the voice broadcasting feature frequently. It is also the best feature if you have to change the IVR menus of your call center more frequently.

4. Call recording and word spotting

Call recording is one of the fundamental features. Even a basic call center solution will have it. However, some providers offer advanced functionalities in the call recording feature. Moreover, the “Word Spotting” feature can be a great time savior. It can let supervisors search and inspect all calls, which had a specific word. For example, if there are some negative keywords and the call center wants to make sure that agents do not use them, then they can do word spotting and play, or download and play all call recording files, which have used that specific word.

5. DNC management

This is also one of the primary features in an outbound call center solution. However, it is necessary to ensure its functional capabilities. It has to skip all those numbers, which have opted for the ‘Do Not Call’ option.

These are 5 excellent features for call centers to enhance daily operations. There are many more. Contact us to know more and get the best call center solution.

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Major Advantages of an Omnichannel Call Center Solution

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Omnichannel Call Center Solution Major Advantages

Call centers use call center solutions to handle customer support requests and other campaigns. A call center solution usually comes with a wide array of features. However, customers are now aware of those features. They are aware of the quality of services and the convenience of reaching out to the support center. Therefore, to deliver a better customer experience and improve results an omnichannel call center solution becomes necessary for call centers. However, if you are still wondering whether to invest in an omnichannel call center solution or not, then you will get the answer to this question.

An omnichannel call center solution offers many benefits to its users and we are going to share all major advantages of this type of call center software.

1. Improved customer experience

Call centers using just phone calling or chat-based communication, usually, have long call queues. Customers do not have time to stay on standby in these queues to get their turn. They want hands-on support services and query resolutions. This is possible by adding all majorly used communication channels in the call center software.

Even if you are not using an omnichannel solution, your competitors are likely to have one. This would encourage your customers to use their services. Therefore, to meet customer needs and demands; to satisfy customers, and to ensure that you do not get defeated by your competitors you need this solution. If the budget is a roadblock, you can use a hosted call center solution with unified communication support. It will be affordable.

2. Better view of different communication channels

Using multiple communication channels has become inevitable. If you use separate tools for communication, for example, the WhatsApp app for WhatsApp chat and call center software for calls, then tracking and inspecting communications for quality and productivity assurance will be near to impossible. Therefore, it is necessary to get the omnichannel call center software to have a holistic view and unified access to all unified communication channels within a single system.

3. Better selling opportunities

An omnichannel call center solution logs all interaction with customers within the software and important information can also be shown to the agents. This information can help agents in multiple ways. The agents can know:

  • Common demands of the customer
  • Preferred communication channel
  • Right time to connect
  • And more

This helps agents to reach the customer when they are more likely to read and respond and also through the preferred communication channel to have communication. This software also helps in increasing cross-selling and up-selling opportunities.

4. Excellent results

The omnichannel call center solution helps in expanding the business reach and operational potential. Agents can also save time and increase productivity. Customers, on the other hand, will be satisfied with the services and flexibility available to them. All these factors help in reaping a plethora of benefits. This results in excellent results, increased revenues, and many other business benefits.

We offer an off-the-shelve and hosted omnichannel call center solution. Contact us for more details.

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How Call Center Solution Technology Transforms Collection Industry?

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Call Center Solution Technology Transforms Collection Industry (1)

The collection of payment is often a troublesome and tedious process, but very much important. Therefore, many companies and organizations outsource this work to collection agencies. This business has become so big that a whole new industry has emerged, called, collection industry.

The collection agencies used to follow the process of physical visits at the debtors’ house or office and calling with traditional phone calls. As this industry started growing technology also started growing to support the work of the collection industry with minimum resources and efforts.

The call center solution has been in use by collection agencies for many years. To empower collection agencies, even more, technology companies have started bringing remarkable transformations. Let’s discuss the top 3 transformations, which help in payment and debt collection to collection agencies.

1. Collection module

This definitely is an exclusive offering of Elision. It is a module, which can be integrated into the call center software with our call center collection integration services. This module has a wide array of features, specifically developed to meet the needs of collection agencies. Some of the key features are listed below:

  • Bucket creation
  • Automated lead filtering based on predefined criteria
  • Customized dispositions to match disposition messages of the call centers
  • And many more

This module has all been never seen before features. To know more about it, visit our call center collection integration webpage.

2. Unified communication

A collection agency can use all different communication channels such as:

  • Phone calls
  • WhatsApp
  • SMS
  • Twitter
  • Facebook
  • Video chat
  • Live chat
  • Email
  • Fax
  • And more

An omnichannel call center solution can help collection agencies to handle communication using different channels. For example, for the first or advanced reminder, collection agencies can use WhatsApp blasting or SMS broadcasting, or any similar feature.

3. CRM and other software integration

Collection agencies use different solutions to run the payment and debt collection campaigns. For example, CRM (Customer Relationship Management) solution is one of the most important software used in the collection industry. Agents need to refer to the record and history of the debtor to have a personalized conversation. If agents switch back and forth between call center solution and CRM software, it would waste time and possibly lead to some fumbles.

Call center CRM integration service integrates both of these solutions in a way that agents can use them with a lot of ease. The agents of collection companies can see complete customer records within the call center dialer during a live call. Any changes made in the record from the call center software during a live call get automatically updated in the CRM software and vice versa. We can integrate multiple CRM solutions as well as other software APIs into the call center software. This integration will provide a holistic solution to its users.

Collection agencies have a much more powerful call center solution and technological advancements to get benefited. We have been empowering the collection industry with our solution. Contact us to discuss your requirements or just to know how we can help you.

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Major Tips for Effective Call Center Management by Industry Experts

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Effective Call Center Management Tips

Call center management is a crucial part to run a call center or similar nature business. The COVID 19 pandemic has changed the dynamics, which demand fine-tuning of strategies. In this blog, we will share the top 4 tips to be more effective in the management of a call center and how to cope up with any situation now and in the future.

1. Move to the cloud

It is not only about a call center solution, it is also about your all infrastructure and IT tools. With changing dynamics, taking your IT infrastructure on cloud space would be better than having it on in-house servers. Remote access to the call center software is available even with on-premises servers if you use advanced call center solutions like DialShree. But, in many other aspects, cloud solutions are better. For example, within a minimum time, you can scale up the capacity of an omnichannel call center solution or any other software or tool.

2. Build a remote team

We all will agree that hiring international talent can help in improving performance, client satisfaction, etc. Of course, call center software similar to DialShree offers features to handle customers more effectively; still building a remote team will be helpful. For example, DialShree has a feature called Soundboard Avatars. This feature can be used to greet a customer in his native language. However, by hiring local agents from the country of foreign customers, you can have more benefits. The local agents will know the customs of dealing with customers in that country.

Moreover, we have faced a situation of lockdowns and the pandemic, which can work as a barricade. By building a remote team, you will be ready to handle any situation and continue working. Even if you do not want to hire agents from other countries, train your agents to work remotely without losing productivity.

3. Coach agents to be client-centric instead of being metric centric

In each call center, management teams define different metrics to monitor the performance of the call center as well as each individual agent. However, it is necessary to focus more on the customer and his or her satisfaction instead of metrics. For example, if the management team of a call center defines important metrics to be focused on is average call handling time. In that case, agents will keep their eyes at the time of the call instead of customers and their concerns.

Therefore, coach your agents to be empathetic. Ask them to focus on productivity, but at the same time, focus on customers and their satisfaction. This approach will help you go far.

4. Use the latest tools

Using a call center solution, which you bought 7 years back, will let your work keep going on. However, it will not bring improvements. Therefore, it is necessary to use the latest tools. Keep upgrading.

We offer a call center solution loaded with advanced features. To know more about our call center solution, DialShree, contact us.

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How Hosted Call Center Solution Makes Earn More in Invest Less True?

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Hosted Call Center Solution Makes Earn More in Invest Less True

With none other than a hosted call center solution, you can earn more in less investment. This is true and in this blog, we will share how it can be proved. Are you ready to explore this amazing way of making more money within a minimum investment?

If you run a call center, collection agency, or a business, which uses a call center solution, this blog will help you know another side of the hosted call center software. You will know how it is the only software, which lets you make more money and at comparatively low cost compared to off shelve call center software.

Let’s explore the top ways it lets you earn more in less investment:

1. Access to Advanced Software with Minimum Investment

Hosted call center solution does not ask you to pay full license fees, which definitely make it a pocket-friendly solution. You can access and use the most advanced and expensive software such as an omnichannel call center solution at almost 10x times less cost by using a hosted call center solution. Furthermore, some hosted call center solution providers like us, Elision Technologies, offer a “Pay as You Go” model to minimize investment.

With the minimum investment, you can get the most advanced call center software, which can be used to run more efficient and effective campaigns.

2. Most Skilled Team in Minimum Investment

The hosted call center solution is a cloud call center solution. It means it can be accessed from anywhere, at any time. This gives you an open door to run a remote call center. You can hire agents across the globe to have a team of the most skilled agents. This will help you increase productivity.

You can reach more leads to convert them into paying customers. On the other hand, you can also serve your customers with the best in the industry customer care services. This is made possible by the feature-rich hosted call center solution and the most skilled team.

3. Run Business in a Profit Making Manner

The above-explained two points clarify how you can make more money using a call center solution while you invest a minimum in the software. Moving forward, by going completely remote, you can cut down costs and increase profit margin even further. Let’s see how.

  • As explained earlier, a hosted call center solution is a cloud call center solution. It means you will not need to invest in physical servers. This saves your server cost.
  • You can run a remote call center, which lets you save money on physical space, computers, headphones, the internet, etc.
  • You pay for what you use, which further reduces the cost of the call center software.

In a nutshell, there is a minimum investment, no expense, and increased revenues. This helps in running a business in a profit-making manner.

We offer a reliable and feature-rich hosted call center solution to our global customers. To know more about it, contact us.

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Major Advantages of Unified Communication in Businesses

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Major Benefits of Unified Communication

Communication is an important part of any business. To meet the demand of customers and gain other competitive advantages, unified communication has been crucial nowadays. In this blog, we will cover what unified communication is and how it is beneficial to businesses.

What is unified communication?

Unified communication is a union of all communication channels such as voice and video, chat, SMS, WhatsApp, Twitter, Facebook, etc. A system or software, which lets you use and control all communication channels within a single system, is called a unified communication solution.

For example, a call center solution offering all communication channels is a unified communication solution. This software is also known as an omnichannel call center solution.

What are the benefits of unified communication to businesses?

Many people use unified communication in personal life, but in this blog, we are covering the benefits of unified communication for businesses.

1. Empower teams

All team members need to communicate with each other and many of them need to communicate with customers, vendors, partners, etc. Therefore, for better communication and collaboration, they need reliable tools. For example, with our call center solution, we also offer a call center dialer mobile app, so if an agent does not have access to a computer, he still can take customer calls.

Moreover, with WhatsApp communication, he can communicate with other team members. It means a unified communication system fills the communication and collaboration needs of team members.

2. Satisfy customers

Customers, including existing customers, prospective customers, and ex-customers, want a quick response from the team. Whether there is an inquiry or a support concern, customers should get connected to the customers at the earliest possible. Adopting a unified communication system can help businesses further to add easy and convenient communication at the fingertips of customers. This can help in increasing the satisfaction of customers.

3. Save money

Saving money means increasing ROI (Returns over Investment) for any business. By getting a call center solution or any other software, which supports unified communication, can help save money in multiple ways. Let’s look at some of them:

  • Even if a business does not invest in buying a unified communication solution, the need of it cannot be ignored. In this case, the business needs to invest in multiple solutions to fill the gaps. This would first increase the number of tools, which further increase the cost of the tools and other maintenance expenses.
  • Team members need to juggle among multiple tools, which would waste time. In the business world, we all know, time is money. This is how it further increases the cost.
  • As team members use independent tolls, there would be no way to judge productivity. This could further result in reduced productivity.

In a nutshell, the need for unified communication cannot be ignored completely. On the other hand, using independent tools increases the cost.

Conclusion

Any business must get a unified communication system to leverage all benefits bestowed by it. We offer multiple unified communication solutions. Contact us to know more about it.

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Call Centre Shrinkage Can Shrink Your ROI

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Call Centre Shrinkage Can Shrink Your ROI

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

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

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

What is call shrinkage?

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

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

Example:

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

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

How call shrinkage hampers ROI?

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

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

How to control call shrinkage?

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

1. Not having awareness of call shrinkage importance

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

2. Training, breaks, and conferences

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

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

3. Unplanned leaves

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

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

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