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Benefits of Using Secure IVR of DialShree: Call Center Solution in Banks

Posted on May 20, 2021 - 6:59 am by Hiren Pancholi

DialShree is a popular call center solution, which is used in all industry verticals. It has a wide array of features and each feature is crafted with an excellent and advanced functional logic. Therefore, even a standard feature of DialShree: call center solution provides superior functionalities.

In this blog, we will share how an IVR (Interactive Voice Response) feature available in the call center solution, DialShree benefits banks in multiple ways.

PCI Compliance and other security norms

Banks and all other organizations that include financial transactions need to follow PCI compliance.
IVR feature along with other features offered in the DialShree, call center solution for banks are PCI compliant.
All transactions carried out using IVR of this call center software encrypt sensitive data to provide the highest security.
This call center solution also integrates worldline.com to provide further security and comply with the PCI rules defined for banks and the finance industry.

Automated operations

IVR of DialShree automates multiple operations. Customers do not need to wait in the call queue to get connected with the bank representative to take some important and in some cases, emergency action such as:

Hot marking a credit card or a debit card
Disabling a net banking account
Canceling a cheque
Reporting a transaction
Checking account balance
Requesting a passbook or cheque-book
Requesting a new debit card
Fetching last 10 transaction
And more

Improved customer satisfaction

With this feature of the DialShree: call center solution, customers can take multiple operations autonomously. They do not need to wait in the call queue and they also do not need to visit the branch office.
Customers can also request a call back in case they need to talk to the bank representative. In this case, this call center solution automatically calls the customer who requested a call back when the executive is available to take the call.
All these and multiple other functionalities supported by IVR of DialShree make the customer experience seamless and improve customer satisfaction.

Increase productivity and performance

As banking staff or agents do not need to stay on the line answering repetitive questions or taking some predefined actions, there is a lot of time saved.
The saved time can be used in running other campaigns like selling banking products using other features of the DialShree call center solution like predictive dialer, auto dialer, hotkeys, call script, etc. This can help in increasing productivity as well as performance and sales.
The call center CRM integration can further increase productivity and performance.

IVR can perform multiple other jobs

The IVR of this call center solution can perform many other actions like:

Connecting a customer to the right agent if required
Collecting feedback from the customer
Running a survey
Sending alerts, notifications, reminders, etc.
And many more

Conclusion

In summation, there is much an IVR feature can do for a bank and similar financial organization.

DialShree: call center solution has many amazing features along with an IVR. It has many more automation features like voice broadcasting, auto dialers, auto record update, etc. Contact us to book a free demo and consultation call to experience the power of all features of this call center solution.

How Call Center Solution Can Be Used during COVID 19?

Posted on May 17, 2021 - 5:04 pm by Hiren Pancholi

Utilities of Call Center Solution during COVID 19

COVID 19 has hit hard all parts of the world. Still, some parts of the world like India, Brazil, etc. are still the top affected countries in the world. Even the countries that have controlled the situation are taking precautions to make sure the spread of the COVID 19 stays in control.

The COVID 19 has brought many changes to the world. Technology has benefited here as well. A call center solution is one of the technological tools that have benefited different aspects during the COVID 19. Let us share how a call center solution aided various areas during the COVID 19 and still being useful.

Telemedicine

We all are aware of the medical staff shortage along with the other healthcare resources. In this case, the call center solution has become really advantageous.
The call center solution could be used to provide remote medical consultation to the home isolated patients.
The governments in many countries have also released a helpline number configured into the call center solution for people who are feeling stressed because of the COVID 19. Better mental health could be assured with remote consultation using a call center solution.

Emergency service booking

The spread of the COVID 19 has increased the cases of medical emergencies.
The call center software can be used to book an emergency service like an ambulance, a COVID medicine kit, oxygen cylinder, etc.
For example, in Gujarat, a state of India, the medical emergency number is 108. This number is used to register a medical emergency case and request an ambulance. This emergency number is configured with a call center solution India and it helps in sending an emergency service to the patient.
There are many emergency services that can be booked using a call center solution.

Health report status

One of the issues people are facing during the COVID 19 is getting reports on time. They have to go to the centers to collect the report. This can increase the spread of the COVID.
The omnichannel call center solution can work really well here.
The IVR feature of the call center solution can let people check the COVID, CT scan, RT PCR, and the other reports’ status automatically.
The omnichannel call center solution supports multiple communication channels, so reports can be sent via WhatsApp, email, MMS, etc.

Online orders

The call center solution can also be used in the industries that support online shopping like food, groceries, clothes, etc.
The call center software helps customers to place an order as well as to track the order and raise any concerns, if they have, to get a satisfactory answer.

Online transactions

The spread of COVID 19 has encouraged many people stay home and do all possible jobs from home only.
The call center solution helps here as well because the customers can take many actions from the comfort of their homes like:
- Pay bills
- Check payment status
- Hot mark a credit card
- And more

In summary, a call center solution has various applications in making things easily available for people and therefore, it must be used to keep people safe and work going on.

We have an omnichannel call center solution that is already in use by major hospitals and diagnostic centers in India. Contact us to know how this software can benefit your business or industry.

How to Motivate Remote Agents to Work Productively?

Posted on May 13, 2021 - 9:32 am by Hiren Pancholi

Tips to Motivate Remote Agents to Improve Productivity

Working from home is not tough if this is the model you have been using for years, but if you have switched from an on-premise call center or business to a remote one, then you may face multiple challenges. To help you overcome these challenges, we have come up with some useful tips. These tips are related to keeping your agents motivated to work productively. As you know productive staff means smooth operations and steady revenue generation.

So let’s explore the major tips to help your agents work productively.

1. Provide them the required tools to work productively

The first thing is definitely providing tools such as work from home add-on with safe access to a call center solution. You can also provide them free internet or a laptop to work from home. The work from home add-on allows agents to work in any situation.

Here is a complete blog that shares the top tools that are must to empower agents working from home

2. Give them time to adapt the work from home culture

If your agents were working from the office, it might be new and uncomfortable for them to work remotely. They may not have a separate room or they are unaware of the right usage of work from home add-on or a cloud call center solution. Your agents may face several challenges. Thus, it is necessary to give them time to adapt this whole new operational setup and motivate them while they are in the transition of switching to the remote work model.

3. Use collaboration tools

One of the ways to motivate your remote agents to work productively is using effective collaboration tools, so they do not feel alone or left out. For example, use MassMeet: Video Conferencing Solution to have daily or weekly calls. A 5-minute long call can refill the energy in agents to work productively. A call center solution with an internal chat feature can also be helpful in increasing collaboration and letting agents connect with a supervisor or other agents to get a resolution to their queries.

4. Arrange some recreational activities and rewards

One of the major challenges agents faces while working remotely is stress. To relieve stress, it is necessary to arrange some recreational activities. Having a video call using a video conferencing solution like MassMeet and arrange some fun activities like games, discussions, stand-up comedy, etc. can help in motivating agents.

Keeping some incentives and rewards can also be a motivating factor for agents to work more productively.

5. Collect feedback

Last, but not the least, is collecting feedback from agents. Ask your agents about what they like or don’t like about working from home. Also, take their feedback on the fact, how your call center can help them work more productively. The feedback and taking action on the collected feedback can further help in improving productivity.

These are the top 5 tips that will help you motivate your remote agents to work more productively. If you want tools like work from home add-on, call center solution, call center dialer app, etc. that can help you provide the required tools to your agents working from home, then contact us.

Call Wrap up Time and Tips to Improve This KPI

Posted on May 10, 2021 - 4:40 am by Hiren Pancholi

In a call center, there are many KPIs to measure. Depending on the type of call center, the KPIs (Key Performance Indicators) get measured. Agent productivity is necessary to measure and improve in all call centers. One of the important KPIs related to agent productivity is call wrap-up time.

In this blog, we are sharing what is call wrap-up time and we will also share the top tips to improve this KPI by reducing overall call wrap-up time.

What is a call wrap-up time?

Once the agent completes the call with the customer or prospective customer, the agent needs to do some post-call work after hanging up the call. The post-call, also known as a call wrap-up, work can be anything like adding disposition of the call, making changes in the CRM entry, discussing the issue with the supervisor, etc.

In simple words, the time agents take after hanging up the call before showing their readiness to take another call to perform the call wrap-up task is called call wrap-up time.

How to reduce call wrap-up time?

Higher call wrap time, reduce the overall talk time of agents and definitely increase roadblocks in taking more calls and work productively. Therefore, it is necessary to track and reduce overall call wrap-up time to the possible extent. Your call center solution will show this KPI in the reports section.

Let’s explore the top 3 tips to reduce overall call wrap-up time.

1. Add disposition bucket

It is an advanced feature available to advanced call center solution users like DialShree: call center solution. It is available as an add-on. This add-on shows different disposition messages, which are used more frequently in the call centers. This saves a lot of time of agents otherwise spent in writing the disposition messages. This will help in reducing significant call wrap-up time. We have also developed a disposition bucket add-on for VICIDial open source call center solution. We offer VICIDial customization and a wide array of add-ons to help VICIDial users improve their KPIs, including, the disposition bucket.

2. Take advantage of integration

One of the tasks agents perform as part of post-call work is making entries or changes in the CRM records. In a majority of call centers, this is the norm. This requires switching from the call center solution to the CRM system to make the required changes and switching back from the CRM system to the call center solution. This will waste the time of agents and collectively, it is a lot of time. The call center CRM integration can be a great solution here. This integration will make the CRM system available within the call center solution, so agents will not need to switch back and forth. This will also reduce call wrap-up time.

3. Easy to use solutions

If your systems are complex, then it is obvious that agents may take longer in using them. Thus, adopt an easy-to-use call center solution, CRM software, etc. This will further help in reducing call wrap-up time.

We offer a call center solution, call center CRM integration, VICIDial customization, and other services and solutions to help you improve KPIs. Contact us for more details.

Tips and Tricks for Outbound Call Centers

Posted on May 6, 2021 - 6:05 pm by Hiren Pancholi

Outbound call centers often face more challenges than inbound call centers because they often focus on difficult goal conversion. Outbound call centers may run campaigns to increase collection, sales, lead generation, etc. These campaigns need skilled agents and the best call center solution. Along with these two, some expert tips can help outbound call centers to thrive.

We have been offering different unified communication solutions like an omnichannel call center solution to outbound call centers for more than 13 years. Based on our years of experience, we have some tips and tricks to share that can help you flourish if you have an outbound call center.

Choose the right auto dialer

The role of an auto dialer in a call center is quite important. The auto dialers automate dialing the number and connecting agents to prospective clients. Many auto dialers can skip the calls that reach the voicemail, IVR, busy tone, etc. In a call center solution, the outbound call center finds multiple auto dialers. Each auto dialer has its own characteristics and benefits to offer. It becomes necessary to understand the functioning of each auto dialer and use the right one based on the nature of the campaign.

For example, cold calling or telemarketing campaigns can use predictive dialer. On the other hand, if you are dealing with warm leads, you should use a preview dialer. You can run A/ B testing with different auto dialers to examine what works best for your campaigns. The key to success here is a selection of the right auto dialer.

Crisp call script

Call script can make it or break it. People are distracted and busy. Grabbing their attention and evoking their interest or making sure they are listening to the message is a tough job. As per the experts, the first 30 to 60 seconds are crucial. The call script has to be crisp and engaging, so attention can be grabbed. The agents should also be trained to use personalization in their pitch. Personalization helps in increasing interest.

Use omnichannel call center solution

Nowadays, reaching prospects or customers is not enough. The outbound call centers need to make sure they reach out to the prospects and customers at the right time and using the right platform. Nowadays, there are several communication channels available such as WhatsApp, social media, SMS, email, etc. It is necessary for outbound call centers to use an omnichannel call center solution, so customers can be reached out via their preferred mode of communication.

Be tight in follow-ups

Whether you run a collection agency, telemarketing company, or any other campaign in your outbound call center, you must know that follow-ups are very important. Use callback scheduling and unified communication channels to send tight follow-ups.

Concluding notes

Along with having the best call center solution and skilled agents, outbound call centers need to take care of some other things as well, as mentioned in this blog. If you don’t have the best call center solution with omnichannel communication support, we can help you. Contact us for more details.

Major Customer Experience Mistakes to Avoid

Posted on May 3, 2021 - 5:26 pm by Hiren Pancholi

There are tons of articles written on the fact that shares the top tips to improve customer experience. Those articles are definitely great as they help in improving some areas to deliver a better customer experience. However, along with learning what to do, one should also emphasize learning what not to do. In this blog, we are going to share the major mistakes your agents or team might be making and those should be immediately stopped.

Not greeting customers correctly

Customers usually call to get support when they are stuck with something and they would be quite frustrated. At this time, they might be ready to share all their issues in one go as soon as the phone is attended by a support executive. However, it is necessary to take time to greet customers properly. This would help in calming down the customer a bit. Also, it reflects the professionalism of the company. Thus, greetings are necessary. The call center solution often shares a feature, called, “Call Script”. This feature can be used in greeting all customers in the same way and create the right first impression.

Putting customers on hold for a way long time

Knowingly or unknowingly, agents put customers on hold for a longer time period. It is necessary to understand that customers would be angry or upset and putting them on hold for way too long would fuel up their anger. Thus, agents must keep customers engaged. If it would take longer to fetch the information, the agent should keep retrieving the call and inform the customer that it is taking a bit longer or the agent should propose a callback option. If a call center uses an omnichannel call center solution, then another option can be to connect with the customer using other modes of communication like WhatsApp, email, live chat, etc.

Having a poor IVR

Having complex and too long IVR menus can confuse customers and make it tough for them to connect with the right agent. Also, the IVR prompts should be loud and clear, so customers don’t find them too tough to understand. The rule of thumb is IVR should be short and returning to the main menu should be easy.

Not personalizing the responses

This is another major mistake, which many agents make. Nowadays, many amazing tools are available such as call center CRM integration, which provides enough information about the customer to the agent during a live call to let agents personalize the conversations. Avoid this mistake at any cost.

Interrupting customers while they are talking

Interrupting anyone who is speaking is considered bad manners and interrupting a customer sharing his issue is considered a big mistake. It will make the customer feel more offended. Agents should make sure that they never cut the customer in between when they are speaking or if it is necessary to interrupt them for any reason, then asking for their apology is necessary.

We offer a call center solution, call center CRM integration, and many other tools that can help you improve customer experience and avoid major mistakes that would result in poor customer experience. Contact us for more details.

The Rise of Omnichannel Call Center Solutions

Posted on April 26, 2021 - 2:12 pm by Hiren Pancholi

Technology shifts are common in all industries and call center is not an exception here. In the past few years, many changes and shifts have occurred and we are going to talk about one of the major shifts in this industry.

The omnichannel call center solutions have risen like anything in the past few years. There is a rapid increase in its use and its demand is going to rise in the upcoming years.

There are many reasons behind the clear rise of this type of call center solution. Let’s explore some of them:

1. It puts customers at the center of everything

A major goal to be achieved for any call center is clearly increasing customer satisfaction and buyer’s experience. A majority of call centers work with this fundamental objective. A call center solution is used to provide the required support to customers.

The omnichannel call center solution helps call centers to put customers at the center of everything and help call centers achieve their goals. Customers are free to connect to the customer support agent via their preferred mode of communication. They do not need to wait in the long call queue. They can have a conversation on the go via WhatsApp or instant messaging. They can also request a callback. The omnichannel call center solutions have a range of client-centric features to offer to its customers. This is increasing the demand and popularity of an omnichannel call center solution among call centers for which customer experience is very crucial.

2. It increases sales by reaching prospects effectively

Some call centers run campaigns to reach prospective customers to increase sales. These campaigns can be cold calling or telemarketing or the calls can be related to cross-selling and upselling. In sales of any sort, timing and medium are really important. It is necessary to reach prospective customers at the right time using the right medium. An omnichannel call center solution allows call centers to achieve that. It has auto dialers like a predictive dialer, which can make sure the agents reach out to the customer at the right time. It also supports unified communication channels, so agents can reach prospective customers via the preferred communication channels of the customer. Moreover, agents can use multiple communication channels to engage prospective customers in the conversation and increase sales. This is another reason behind the increasing popularity of this software.

3. It increases ROI

The omnichannel call center solution comes up with various features, which let call centers save a lot of time, money, and other resources. Not only this, but it also helps agents to perform more productively and efficiently. In addition to that, this software also helps in automating many tasks. In a nutshell, this software is capable to increase productivity and customer satisfaction. On the other hand, it saves money. Ultimately, it increases ROI.

These are the top reasons the omnichannel call center solutions are so much in demand and continue to rise. Contact us to know more about the omnichannel call center software.

Call Center WhatsApp Integration for Collection Agencies

Posted on April 22, 2021 - 6:29 pm by Hiren Pancholi

Collection agencies often look for strategies to improve their productivity and other important metrics. Technology can help collection agencies similar to many other industries. We, Elision, have developed a collection module with a payment utility. It helps in reducing a lot of manual work, which helps collection agencies to reduce their workload and focus completely on complex cases.

You can know more about the collection module developed for collection companies, here.

Along with integrating the collection module into the call center solution, collection agencies can also adopt more technology tools to improve major KPIs. Call center WhatsApp integration is one of the technological boons that collection agencies can adopt. There are many amazing benefits of using this integrated solution.

Let us share more details about call center WhatsApp integration and how it is beneficial to collection agencies:

What is call center WhatsApp integration?

We integrate WhatsApp business into the call center solution of collection agencies. This integrated solution lets collection agencies use all features of the WhatsApp web such as:

Two-way chat
File share
Image share
Document and PDF share
And more

There are many benefits and use cases of using a call center solution with WhatsApp as an added communication channel in any collection company. Let me share the top benefits of using WhatsApp in collection agencies.

Save time

One of the major tasks of collection agencies is calling customers to give reminders related to their upcoming EMI dates. There are many customers that need a single reminder. For this type of customer, sending a WhatsApp message can be even more time savior than calling individually. One can also use the Smart WhatsApp tool, which allows WhatsApp broadcasting. This saves time even further. The customers with queries and concerns will revert to the WhatsApp messages. Agents can respond to these customers without leaving the window of their call center solution.

Give quick responses

Often customers come up with some small issues and queries related to EMI and its payment. Calling a customer support center and waiting for an agent to attend the call can be a lengthy process for them. It also keeps an agent occupied to handle the customer and then complete the disposition and other wrap-up processes. Unlike that, WhatsApp can speed up this whole process. Customers can ask their queries on the go and get a response within a few minutes. Agents also don’t need to invest time in the wrap-up process, plus, agents can handle multiple WhatsApp chats in parallel.

Provide rich communication via customers’ preferred communication channel

WhatsApp is a preferred mode of communication for many. With call center WhatsApp integration, a collection agency can make sure that it offers the required support to the customer via their favorite communication channel. It also lets agents use rich communication features like emoticons, file exchange, etc. to improve client satisfaction.

We offer call center WhatsApp integration as well as a smart WhatsApp tool to collection agencies. If you want to know more about these services or how we can help your collection agency, contact us.

Call Center CRM Features and Their Benefits

Posted on April 19, 2021 - 4:36 pm by Hiren Pancholi

Many call centers using a call center solution often ignore the importance of using a CRM solution along with this software. A CRM system can give a broader view of customers and prospects to the call center agents, so they can manage the calls better. Not only this, an integrated solution made available with the call center CRM integration has many amazing features to offer. Each of these features is capable to provide several advantages to the call centers using this software.

Let’s explore some of the major features made available with call center CRM integration and their major benefits. (more…)

Which Are Must Have Tools for Agents Working from Home?

Posted on April 12, 2021 - 6:52 am by Hiren Pancholi

The pandemic has started taking a turn and the new strain of the Coronavirus has proven to be more dangerous. It is spreading the disease faster and there is much happening across the world because of COVID 19. Many countries have started shutting down their borders and many businesses have again switched their operational models to remote. If you are running a call center and going to operate remotely, then there are some tools, which your agents need to work productively.

In this blog, we will share major tools that are must to support agents working from home.

1. Hassle-free access to the call center solution

This is the fundamental need of agents as they need to work from home. The dialer aka call center solution should be easily accessible, so they can log in and work using it. The cloud call center solution is one option, which offers secure access to the call center software to remote agents. If you have on-premises servers, on which the dialer software is hosted, then you might not want to move it to the cloud. In this case, you can use the “Work from Home” add-on. This add-on can help you in accessing the call center solution from remote locations without compromising security. It also lets agents work in any condition.

To know more about work from home add-on, click here.

2. Flexibility to work without or with low bandwidth internet

The call center solution usually gets accessed via a web-based user interface. Therefore, agents need to have an internet connection to work on it. Moreover, the calls get carried out via an internet connection. This increases the need of high bandwidth internet. All agents might not be able to arrange high bandwidth internet. Therefore, it is necessary to focus on other options that let agents work even with no internet or a connection with low bandwidth. The option here is the “Work from Home” add-on. It lets agents work in both conditions using low bandwidth or no internet connection.

3. Mobile app of the call center dialer

Some agents might not have a laptop or a computer. In that case, they need to use their smartphones to operate remotely. The agent panel of the call center solution has to be mobile-friendly, so agents can access its features with ease on mobile devices. Other than that, a more important thing is, a call center should have a mobile app to simplify the access of the dialer using smartphones. For example, our DialShree Mobi is a perfect solution that can be used to access all features of the agent panel via the app and work productively.

4. Collaboration tools

When agents work from home, they may need more encouragement, engagement, and motivation. All this is possible with the collaboration tools. The call center solution offers internal chat and WhatsApp to communicate internally to assure the work goes seamlessly even with the work from home model.

If you do not have a call center solution or if you need any of the tools mentioned in this blog, contact us.

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