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KPIs to Monitor Performance of a Cloud Call Center Solution

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Cloud Call Center Solution Performance KPIs

Cloud call center solutions or on-premises call center solutions, it does not make any difference to customers. However, it can positively impact call centers. Both, on-premises and cloud call center solutions have their own advantages and disadvantages. As cloud call center solutions are gaining more popularity because of added flexibility shared by this type of software, we will cover it in this blog post.

To help you assure you are receiving maximum returns from your cloud call center solution, we will share some major KPIs. You must measure these KPIs to review and enhance the performance of your team and call center solution, as well as, leverage several other advantages.

KPIs (Key Performance Indicators) that you must measure in a cloud call center solution:

1. Service Level Agreement (SLA)

There can be different types of SLA in a call center. Number one is the uptime of the software. Your cloud call center software must have 98% or more uptime SLA. If it is not, you must change the provider. Another SLA is the number of calls handled within working hours or a specific timeframe. This shows how productively your agents perform.

2. Customer Satisfaction Score (CSAT)

It is another important KPI that any call center that uses a cloud call center solution or on-premises contact center solution must measure. This score shows the percentage of clients that are happy with your offerings and services. You can run a survey using your cloud call center solution to collect feedback from customers to define CSAT. You can also measure other KPIs that can also give a hint of customer satisfaction rate. Some of the KPIs that show customer satisfaction are as below:

  • First Call Resolution (FCR) rate
  • Average call handling time
  • Average call transfer rate
  • Average call hold time
  • Average contacts to get a resolution

3. Customer churn rate

This is another important KPI that needs to be managed by your call center. The customer churn rate defines the number of customers you are losing in a predefined time period. This can be possible for multiple reasons such as:

  • Bad quality of product
  • Poor customer support
  • Poor post-sales support
  • Poor retargeting strategy
  • And more

It is necessary to focus on this KPI to make sure you increase CSAT and increase customer loyalty, too. Increased customer loyalty defines increased revenue.

4. Agent performance metrics

Agents not only use the cloud call center solution, but they are also responsible for improving or degrading the value of other KPIs. Therefore, it is necessary to monitor their performance via major KPIs such as:

  • Average speed to respond
  • Average call handling time
  • Average call abandoned rate
  • Average after call work time
  • Occupancy rate

These are the top performance indicators that can define whether your agents perform productively or not and whether they are taking advantage of your cloud call center solution or not.

We offer on-premises and cloud call center solutions. If you are interested in using a cloud call center solution for your call center, we have some interesting deals for you. Contact us for more details.

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How Can DialShree Help in Increasing Debt Collection for Healthcare Industry?

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DialShree Helps in Increasing Debt Collection for Healthcare Industry

People are more conscious about their health nowadays. People invest in health insurance, Mediclaim, etc. People also get regular body checkups to stay healthy and fit. Moreover, the healthcare industry has become quite advanced now and therefore, there are many offerings along with traditional healthcare services. From annual health checkup plans to cosmetics, healthcare membership, and many other healthcare products are available for regular customers.

In this case, often debt collection becomes an important job in the healthcare industry. We offer a contact center solution, which is popularly known as DialShree. This software is one of the most advanced call center solutions that can be used to enhance different unified communication-related operations in businesses.  Along with this contact center solution, we also offer a collection module as an add-on that can be integrated into the DialShree: contact center software with call center collection module integration. This integrated solution can help the healthcare industry to increase debt collection.

Let us share how:

1. Classify customers

The leads aka customers can be classified into different groups, commonly referred to as buckets. The customers can be classified and grouped based on their payment patterns, total debt, missed EMIs, etc. The classified groups can help a healthcare organization to create custom collection campaigns with custom scrip, auto dialer, etc.; put agents depending on the required skills to handle that group of customers, and make other decisions to run a custom and successful campaign for each group. This can help in increasing debt collection for the healthcare industry.

2. Payment utility

The collection module integrated into the DialShree: contact center software with call center collection integration provides some unique features related to collection campaigns. One of the most important and unique features available in this collection module is the payment utility. This feature performs multiple jobs. One of them is filtering leads based on their payment status. It means if a customer has already paid for its healthcare product and its lead is in the group because the group was created before the payment is made, the payment utility feature will skip the customer from its auto dialing list. This will not only save the time of agents from calling someone who has already paid his/ her debt, but it will also contribute to a better customer experience.

3. Customer dispositions with validation

The contact center solution with an integrated collection module will provide custom dispositions related to collection campaigns such as a promise to pay. The custom disposition will save the time of agents from writing the disposition manually. Along with customer dispositions, there will be some validations. For example, if the customer has given a promise to pay, then the agent will need to write the date on which the customer has promised to pay. Without writing that date, the contact center solution will not let the agent move to the next lead.

This is how DialShree, a contact center solution with an integrated collection module can help the healthcare industry to increase debt collection. Let us share more in detail along with a complete walkthrough of DialShree and the collection module. Contact us to book a demo and a discussion call.

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Guide on Effective Call Center Optimization

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Guide on Call Center Optimization

Call center optimization is necessary to improve performance, productivity, customer satisfaction, business, revenues, etc. Along with the best call center solution and skilled agents, a strategic approach is a must for call center optimization.

In this blog post, we will share a complete guide on effective call center optimization.

1. Define KPIs

Call center optimization is nothing more than the improvement of different aspects in a call center to optimize operations, policies, and overall performance to increase ROI (Return over Investment). For call center optimization defining KPIs (Key Performance Indicators) is necessary. Depending on the major operations and aims, a call center should define the KPIs. For example, call centers focusing on customer experience should define KPIs related to customer experience like first call resolution, abandoned rate, etc. While the call centers working on collection campaigns must focus on KPIs like average time to answer, average call duration, number of PTP, etc.

2. Define policies to improve KPIs

Once the KPIs are defined, call centers can define different policies to improve the defined KPIs. For example, the call centers working on collection campaigns can get call center collection integration and ask agents to use that for call center optimization. A call center focusing more on customer experience can recruit more agents to deliver a better customer experience. Other than this, the call script can also be customized depending on the KPIs.

3. Monitor and optimize

Once the policies are defined and conveyed to agents, it is necessary to monitor KPIs. The reports available in a call center solution can help in monitoring a majority of defined KPIs. A call center can also get customization to add more reports or graphical reports to simplify KPI monitoring. For example, if you are using an open source call center solution, VICIDial, then it does not have graphical reports. You can invest in VICIDial customization to add graphical reports. Once you have all the reports to monitor performance, you should also invest in the optimization process. For example, if you are using a VICIDial solution, you would not find some important features. You can take the help of VICIDial experts for VICIDial customization to add more features to this solution. You may also need to run some training programs to train agents as part of call center optimization.

4. Keep upgrading

The technology tools and team both need upgradation at a regular interval to improve performance. It is part of call center optimization. For example, if you are using a VICIDial solution, it is time to get an omnichannel contact center solution as that provides a competitive edge. Your agents need to work hard for better performance and for that their knowledge and skills need to be regularly upgraded. In a nutshell, keep upgrading your team, omnichannel contact center solution, and other things in the call center for better optimization.

These are the major tips that you can use for call center optimization.

We offer tools like an omnichannel contact center solution, CRM software, VICIDial customization, call center collection module, call center CRM integration, etc. If you are looking for any of these solutions or services, contact us.

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Tips to Train Work from Home Agents

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Tips to Train Work from Home Agents

Virtual call centers are increasing because of a plethora of advantages available to them. Technology tools have been supporting the work from home models for call centers. Some innovative tools such as the Work from Home add-on are also introduced to empower call centers that offer a work from home option for their agents. A cloud call center solution has been in the market for some years to support secure access to the call center solution for remote call centers.

Along with the right technology tools, the remote call centers should also focus on designing the right agent training program. Let us share some of the tips to train your work from home agents.

1. Train agents to use work from home tools efficiently

Nowadays, easy-to-use technology tools are available in the market. A cloud call center solution will have easy to use user interface. The omnichannel communication tools will be integrated within the cloud call center solution, so agents will find them as one of the integrated features. Likewise, the work-from-home add-on is also very easy to use.

Still, giving a walkthrough of software and details of standards to use the cloud call center solution, work from home add-on, etc. can be beneficial to implement a standard working procedure for a remote call center.

2. Define regular training programs

In many call centers, training is considered a one-time process, but agent training has to be regular and recurring. Of course, it is not necessary to repeat the same thing again and again. However, covering different aspects of emotional engagement with customers to effective cold calling tricks, interpersonal skills, calling etiquettes, so on and so forth should be covered in training programs. Keep enhancing the knowledge of agents, so they can enhance their performance and improve productivity.

3. Give personalized training

Usually, the call centers focus on common training, which is good in some cases such as giving training on a call center solution. It has to be common as all agents need to learn the same thing. However, different agents can have different weak points in a remote call center environment. In this case, grouping agents according to the challenges they face and providing personalized training can help in improving the results of training. The cloud call center solution can provide the required details to group agents as per their performance.

4. Keep training material available for future use

Agents are likely to forget what they have learned in the call center training sessions. Therefore, it is recommended to let agents refer to training material in the future. The training sessions and material can be recorded and placed on the cloud and let work from home agents access it whenever they need it.

5. Engage agents

A majority of training programs for work-from-home agents don’t give expected results because call centers don’t engage agents during and after the training sessions. Ask questions, take feedback and comments, and in many other ways, try to engage agents in the training sessions, to increase returns and results.

These are the top tips to implement to give more effective training to work from home agents.

If you are looking for a cloud call center solution, work from home add-on, or any other software, then contact us.

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Tips for Inbound Call Center Agents to Improve Performance

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Tips for Inbound Call Center Agents to Improve Performance

Call center solutions support all types of campaigns:

  1. Inbound
  2. Outbound and
  3. Blended

Depending on the major functional area, a call center can have either inbound or outbound operations. In both cases, agent performance matters. In this blog post, we will share the top tips to improve agent performance working in an inbound call center:

1. Get familiar with the call center solution

A call center solution plays a major role in any call center. Different features of this software help agents to perform more productively. Usually, all call center solutions are similar, but still, UI and some features would be different from one call center software to another. Therefore, even if you are an experienced agent, it is necessary to be familiar with your call center software.

2. Ask management to get call center CRM integration if your call center does not have it already

Inbound call centers often handle customer queries and concerns. In this case, having information about the customer can help agents in delivering personalized responses and give a quick resolution. The call center CRM integration integrates the CRM popup into the call center software. Therefore, agents can see more details about the customer within the call center software during a live call. This can help agents to perform confidently and in a better way. If your inbound call center solution does not have an integrated CRM system already, then it is good to ask management to get it.

3. Listen to your call recording

Self-assessment and improvement are the best ways to improve performance for agents. Almost every contact center solution provides call recording as one of the basic features. However, call recording files are available to supervisors only. If you want to improve your performance, you can ask your supervisor to provide all your call recording files to you. You must also listen to these files as you will be able to find your mistakes and you can correct them to improve your performance.

4. Be a good listener and talk to the point

In any call center, this is the first thing taught to agents. It is necessary to listen to the customer. Never interrupt a customer as it can make them even angrier. Another thing to keep in mind is to be precise and quick while responding. These two characteristics can help you reduce overall call duration. Moreover, it can help you reduce or at least not add up to the frustration of customers. This will boost your morale, so you can perform better.

5. Always wrap up the call

The call wrap-up here doesn’t mean to add disposition at the end of the call in the call center solution. Of course, that is important and necessary. However, what is even more important in an inbound call center is, repeating the conclusion of the call at the end of the call. This will keep the customer informed and make it easier for you to follow the wrap-up in the next steps or forward the issue to the right team.

These are the top 5 tips for inbound call center agents to improve performance.

If you are running an inbound call center and you are looking for reliable tools and services such as call center solution, call center CRM integration services, etc. then we can help. Contact us to discuss more.

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Tips to Define an Effective Call Center Management Strategy

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Effective Call Center Management Strategy

Customers first contact a call center as part of the standard to discuss their needs and issues. More than 50% of communications are still phone calls in any call center. Therefore, it is necessary for a call center to define and execute an effective call center management strategy.

Here are the top 5 tips that can help you define an effective call center management strategy:

1. Hire experienced agents

If you have a team of experienced agents, then half of the job is done. Even if you are going to have an onboarding and training process, it is necessary to hire skilled and experienced agents. This will not only reduce training efforts, but will also help in effective call center management.

2. Get the omnichannel contact center solution

Even if more than 50% of interactions are via phone calls, it is necessary for a call center to get an omnichannel contact center solution. Customers demand multiple communication channel support. For effective and seamless management of a call center, it has become inevitable to get an omnichannel call center solution.

3. Analyze key performance indicators (KPIs)

To review the effectiveness of your call center and your management strategy, it is necessary to focus on analytics. The call center solution shows a wide array of reports and each report has some KPIs to share. To define and fine-tune an effective call center management strategy, it is necessary to analyze major KPIs.

4. Take feedback from the team

Your agents and supervisors work with the customers. Moreover, they use an on-premises or cloud call center solution. They can give better and precise feedback to improve or define an effective call center management strategy. For example, taking feedback on the major challenges your team face while handling customer queries can help you define a better customer care strategy. The feedback can also be related to the technology tools. For example, if you are using a call center solution with only voice call support and your customers demand WhatsApp support, too, then you should plan to invest in call center WhatsApp integration. This is an important part of call center management strategy.

5. Focus on workforce management

The on-premise or cloud call center software also shares details related to agent performance and productivity vs. customer experience. If you see your customers are suffering and your agents are struggling, then the best option is to increase the number of agents in the team. The analytics shown in a call center solution can also be used to identify in which shifts call volume is higher and more agents are needed. Workforce management is an integral part of call center management and focusing on that can help in devising an effective call center management strategy.

These are the top tips that a call center must follow to define and fine-tune the call center management strategy.

If you are looking for help related to the unified communication tools for a call center such as a call center solution, custom call center integrations, etc., contact us.

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How to Create the Right IVR for Customer Care?

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Tips to Create the Right IVR for Customer Care

IVR (Interactive Voice Response) system used to be an independent solution and still many companies and call centers use it as an independent solution. Because of its amazing functionality and several advantages, many VoIP and telecommunication solutions have made it an integral feature. For example, a call center solution, IP PBX software, etc. solution has IVR as one of the features out of many available.

The customer care departments or centers majorly use IVR for offering self-serving options or to connect customers with the right agents. The call center solution has this feature as one of the call center automation features. To deliver satisfactory customer care services, the call centers need to use this feature strategically. Immature use of the IVR feature of the call center solution can result in increased customer frustration.

To help you in the right IVR designing for customer care, here are the top tips.

1. Keep the IVR menu short

  • Customers need to remember the IVR menu along with listening to it. Therefore, it is necessary to keep IVR menus short.
  • Short IVR menu and fewer options are easy to remember, so customers will not need to re-listen to it.
  • This can help in reducing the efforts of listening to it.

2. Voice prompts must use natural and easy to understand language

  • The advanced call center solution offers a Text to Speech (TTS) feature and some customer care departments use professional voice artists to create voice prompts.
  • Whether you use TTS or a professional voice artist, it is necessary to have voice prompts in the local language and accents of the target customers.
  • The spoken words need to be loud and clear for the listener.
  • The professional artist needs to make sure there is no background noise while recording the voice prompts.

3. Put commonly selected options in the beginning

  • It is another way to create an easy IVR menu for the customers.
  • The call center solution can help to identify the options that are used commonly.
  • To design the right IVR menu, you must put the commonly selected options in the beginning.

4. Give options to repeat the menu or return to the main menu

  • Even if it is a commonly practiced standard, often some call centers and customer care departments skip this option.
  • The customer must get the option to re-listen to the IVR menu and also return to the main menu. This helps them choose the right option if they feel lost.

5. Give the option to talk to the agent

  • Many customers prefer to talk to a human agent compared to using self-serving options offered by a call center solution.
  • Instead of adding up to the frustration of the customers, it is better to give the option to talk to the human agents.

These are the top 5 tips to follow to design the right IVR in any company or call center that offers customer care services.

We offer the best call center solution along with IVR and other advanced features. We also offer a Text to Speech solution as an add-on for the call center software or as an independent solution. Contact us to know more about these technology tools for customer care and book a free demo.

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How a Hospital Can Handle Abandoned Calls with a Contact Center Solution?

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How a Hospital Can Handle Abandoned Call with a Contact Center

Hospitals have been adopting multiple technology tools to improve the patient experience. Just like many other industries, the healthcare industry also faces high competition. That is why focusing on improved patient experience is necessary. Technology tools such as an omnichannel contact center solution for the healthcare industry can help hospitals to overcome multiple roadblocks. One of the roadblocks that an omnichannel contact center solution helps in overcoming is dealing with abandoned calls. (more…)

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How to Write an Effective Call Script in 2023?

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Tips to Write an Effective Call Script in 2021

Call centers invest so much money in hiring the right agents and talented supervisors, buying a feature-rich call center solution, etc. All of this can fail if their call script fails. A call script is often considered one of the standard features available in the call center solution, but it has much value in a successful campaign. This is the reason it is necessary to get an effective call script.

With each passing year, a call script also needs to get upgraded. In fact, for each different campaign, there should be a unique call script. This is the reason a call center solution offers a call script feature for different campaigns. For each campaign, you can have a custom script.

In a nutshell, having the right and upgraded call script is necessary. Let us share the top tips to write an effective call script in 2023.

1. Use the language that your audience speaks

  • The first tip to follow is to adopt the language and phrases that your targeted audience uses.
  • Many call centers run virtual call centers using a work from home add-on and a cloud call center solution to hire native speakers to attend customers.
  • Even if you cannot hire native speakers, using the phrases and language they use can really be beneficial.

2. Eliminate the guessing game

  • This is the biggest mistake a majority of call centers made even if they have insightful data in their call center solution
  • Each call center solution offers reports as well as a call recording feature. These features can be used to review whether a call script is working or not.
  • Using the data you have in your reports section can help in making an effective call script.
  • If you want to write an effective call script, do not get into a guessing game. Use the data and insight you have and write an effective call script.

3. Be precise and quick

  • Respect others’ time is a very well-known proverb. A call center using a call center solution, whether to run inbound or outbound campaigns needs to follow and practice this proverb.
  • Do not make your script way too long that with too many adjectives.
  • Be professional and precise. Your call script should be easy to scan. Use more pointers.
  • This will not only help agents to save time, but it can also help agents to begin from somewhere in the middle.

4. Use simple to understand language

  • Every industry has some jargon and technical words.
  • Some writers are good with superlatives and adjectives.
  • Using high-level English, superlatives, adjectives, jargon, etc. can be great for you to some extent, but remember, all people your agents would talk with may not understand those words and phrases.
  • You have to use simple to understand language, so your customers or prospects can understand that with ease and without grabbing their dictionary.

These are the top 4 tips that you must follow to write an effective call script in 2023.

We can help you with our unified communication solutions that can assist your agents to deliver a better speech to win customers and prospects. A feature-rich contact center solution is one of them. Contact us to know more about our unified communication solutions.

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Which Are the Must Use Phrases in a Customer Care Center?

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Must Use Phrases in a Customer Care Center

There is a one really useful proverb, called “Words Matter”. What you speak makes a huge impact on someone. In the call center and BPO industry, it is even more important. Whether a call center is offering customer care services or if it runs lead generation campaigns, words matter.

Agents need to know the right phrases to use during each conversation. In a customer care center, this becomes even more important. Customers get upset and furious about the fact that some things are not working as per the expectations. At that time, using the right phrases and be empathetic words is necessary.

We have been offering the best call center solution to customer care centers along with many other industry verticals. Based on our years of experience, we have derived a list of some phrases that agents must use during a call with an upset or angry customer. This will create a positive impression of your call center and customers will feel valued.

1. I will resolve this for you

This statement gives affirmation and assurance to the customer. A customer would feel relaxed with the assurance that the agent will resolve the issue for him.

It is one of the most empathetic and encouraging sentences an agent can use in the call center. This can also be part of a call script mentioned in the call center solution to make sure the agent does not forget to use this sentence.

2. Please allow me some time to look into this

When a customer shares his/ her issues, it is likely that an agent needs to fetch some details and check if it is correct or not or if something can be done to resolve customer concerns. Instead of just saying “let me see” and put customers on hold by using the call hold feature of the cloud call center solution, it is necessary for an agent to be more empathetic and professional.

Asking for some time and permission to check the issue can make customers feel attended and valued. They will find it professional that the agent is not just putting a call on the hold abruptly, but taking permission to do that.

3. I can understand that it is annoying. I ask your apology for the inconvenience caused

Nothing can be as empathetic as getting validation for what you are feeling. The same applies to your customers. When the agent says, he/ she can understand the feeling of the customer and find it apologetic, the customer is likely to find it empathetic and feels good.

4. Let me reconfirm this and please correct me if I am wrong

Restating the issue to make sure the agent has understood it well and the right resolution can be found, it is necessary to reconfirm the issue with the customer. This will also show agents are attentive and are going to work to resolve the issue.

Wrapping up

These are the top empathetic phrases that agents must use to handle customer support calls more professionally. A call center can add all these and other empathetic statements into the call script feature of a call center solution to make it easier for agents to remember and use those empathetic lines.

We offer a call center solution that has a custom call script feature. Moreover, this software has some futuristic and customer care-centric features that can help you improve the results of customer care campaigns. To know more about this call center software and to book a demo, contact us.

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