Fraud Blocker

🚀 1600-series is mandatory, not an option anymore.  Know more

Category Archives: Omnichannel call center solution

Older posts
Newer posts

DialShree Advancements 2020: Made It More Prevailing

Posted on by
DialShree Advancements 2020 Made It More Prevailing

DialShree has been one of the leading call center solutions. For more than 13 years, we have been catering to our global customers with this advanced and feature-rich call center solution. Since its launch, this software has been one of the most advanced and most appreciated solutions. To stay ahead of time, we have been innovating and adding an amazing range of features. The year 2020 was hard, but it could not stop us from adding more advanced and empowering features.

In this blog, we will share more details of the major features we have added this year to benefit our customers.

1. Data verification

This add-on lets managers verify and authenticate phone numbers and email addresses. In addition to that, Data Verification add-on also provides value-added information such as the country of the lead, its time zone, local phone format, phone carrier, country code, etc. The information provided by this add-on can help in classifying leads and run group-wise campaigns.

2. WhatsApp integration

We have been offering call center CRM integration as well as email and SMS integration. We have added call center WhatsApp integration to offer an additional communication channel.  After the integration, WhatsApp will be made available within the call center dialer as an additional communication channel.

3. Social media integration

Along with WhatsApp, we have also added social media platforms. Customers use social networking sites to share their thoughts and queries. To address these questions and concerns of clients or prospective customers, the use of social media channels has become necessary. To make sure our customers do not need to juggle between different social media channels and call center software, we have made the integration of popular social media sites such as Facebook, Twitter, etc. with our call center solution, DialShree.

4. Collection module

One more amazing feature, we have added to our contact center solution is a collection module. It is an exclusive module developed with multiple features to empower collection agencies. It automates many operations related to collection campaigns to ensure high productivity and accuracy. Our call center collection integration service has empowered many collection companies.

5. DialShree Mobi

The use of smartphones has increased like anything in the past decade. To help call centers using DialShree and interested in using a mobile app to run calling campaigns, we have developed a mobile app, called DialShree Mobi. This mobile app is available for both, Android and Apple users. It has all features that agents need to handle incoming, outgoing, or blended calls.

6. Work from Home Add-on

The year 2020 changed many things and one of them was the working model. Many on-premises call center solutions switched to remote setup. We made a cloud call center solution available to our customers. Not only that, to ensure all challenges and roadblocks can be removed, we have developed the Work from Home module. It helps call centers to run true remote call centers. It can work even when agents do not have a system and internet. It has different working models, which make remote working possible.

7. Hosted call center solution

We also launched a hosted solution this year. Now, call centers or companies can choose to use hosted software instead of buying the license. All features and unified communication channels are made available at affordable rates.

If you are interested in any of these launched products or our call center software contact us.

Loading

Major Customer Communication Trends to Look For in 2021

Posted on by
Major Customer Communication Trends 2021

The year 2020 was hard on the majority of industries, but it benefited some industries as never before. For example, internet services, IP TVs, telecommunication services, etc. were rising this year. At the end of this year, we are summing up the last some months and how the whole landscape has inclined towards certain spheres.

Being unified communication solution providers, we have been engaged in research and innovation along with other primary activities. One of our major offerings is the call center solution. To benefit our call center dialer users and all other professionals and businesses using any other call center software or any other communication tool must read this blog.

Based on our research, we have come up with some rising communication trends that will dominate the upcoming year. Knowing this information will help you, as a call center owner or as a call center software user, to define your growth strategy.

1. WhatsApp will be dominating

In more than 90%of countries around the world, WhatsApp has been in use heavily. For all sorts of communications, many people prefer WhatsApp messaging or calling. 1 billion active users per day are proof of the importance of WhatsApp as a communication channel in call centers.

According to a study, 9 out of 10 people prefer WhatsApp messaging for support communication. In countries like India, Mexico, and some other Asian countries, WhatsApp is the most preferred mode of communication. Thus, call center WhatsApp integration to add WhatsApp web into the call center dialer will be one of the basic needs of the companies in 2021.

You might be surprised, but many companies have already introduced WhatsApp support for their customers.

You must get ready to welcome your customers over their preferred communication channel, which is WhatsApp.

2. Video chat will have a major role

Video call in a call center might sound unusual to you, but it will not be in 2021. In fact, in the past two-three years, some specific industries have started leveraging the potential of video integrated into the call center software. Let’s see some examples:

  • Healthcare industry uses video chat to offer remote medical consultation
  • Banking and finance industry uses this solution for personalized communication, KYC processing, etc.

3. Unified communication will be the necessity

With the increasing digitization, customer demand, and growth of businesses, multiple communication channels have become necessary in the call centers. Moreover, some government legislations require call centers to follow some rules, including some communication channels. All this will make use of the governed use of omnichannel communication necessary for many industries.

4. AI-based communication tools will expand their wings

Along with the already available communication channels and call center technology, emerging technologies are also sneaking in. AI-based chatbots and voice assistants are likely to be part of call center solutions to automatically catering to customers and their concerns.

All these communication trends will dominate the call center industry. Therefore, getting ready to embrace the technology and delight customers is the demand of time.

If you need any technical help, we are here at your service. Contact us NOW!

Loading

How to Connect Emotionally with Customers?

Posted on by
Tips to Emotionally Connect with Customers

As per the conclusion of various studies made on customer behavior and other facts, “Customer retention increases in the companies, which have a stronger bond with customers.” Many companies invest a lot of time and effort to ensure that their customers are satisfied, but most of the time, the process of improving customer satisfaction and retention becomes mechanical and less effective.

One of the things any call center or collection agency should work on is thinking more about the customers and improving their experience instead of focusing only on KPIs. Become a customer-centric company rather than a KPI centric company.

Using a call center solution, some common questions need to be answered:

  • How much time and how many efforts it takes for a customer to reach the agent?
  • How many customers get first call resolution?
  • Are customers happy with the delivered resolution?

Once these questions are answered, you will get to know if your clients are happy or not. If there is an 80% of overall success rate, you are doing well and can improve for better results. However, if you are scoring less than that, then your strategy needs something more.

According to one of the hosted call center solution providers, building an emotional connection with the customers can help in improving customer satisfaction as well as retention. Here are some tips to help you with building an emotional connection:

1. Know your customers better

Without knowing your customers completely, it is not possible to deliver an empathetic solution. One thing you can do is run a campaign using the predictive dialer of your call center solution. In this campaign, do not focus on pitching any product; simply focus on collecting information about customers, their preferences, etc. This campaign should solely focus on knowing your customers.

2. Connect the customer to the agent having a similar personality

The best call center solutions like DialShree offer various call routing rules. One of them supports connecting the caller to the agent holding specific skills. Using this feature, the customer should get connected to the agent whose personality traits are similar to the customer calling for help. The information collected in a survey can be used to match customer’s and the agent’s personalities.

3. Repeat or use the same words as customers use

To build an emotional connect, agents need to be trained to reflect the customers’ personalities. One simple trick here is to follow what the customer says. For example, if a customer says, he needs his refund. Then the agent should also respond, he will check about the refund policy instead of saying I will see what are the terms for product return.

4. Add a human touch along with professionalism

The call center solution script gets fed with a professional and formal language, but the agent should be trained to add a human touch to build an emotional connect with the customer. For example, uttering the name of the customers repetitively, using emotional words and empathetic tone, etc. can help to build a bond.

Training agents and using the right call center software can help in building a better bond with the clients by emotionally connecting with them. We offer the best call center solution as off-the-shelve and hosted solutions. Contact us for more details.

Loading

What Elements a Cloud Call Center Solution Must Have?

Posted on by
Must Have Elements In a Cloud Call Center Solution

Because of the popularity of cloud call center solution, many vendors have started offering this software. Therefore, it is necessary to evaluate various aspects of the software before selecting the one. Usually, the features of the call center dialer related to customer care or lead generation would be the same in the cloud and on-premises software.

However, some elements are different in the cloud solution, which makes it different than its counterpart. To enjoy the benefits of the cloud contact center software, you must look for these elements or ask about the same to your provider.

1. Real-time remote operations

One of the major advantages of a cloud call center solution is remote access. The call centers can let their teamwork remotely.  This also lets companies hire the most skilled agent across the globe. This becomes challenging with an on-premises call center solution. The cloud call center software should not only support remote access of the contact center dialer and other IT tools, but it should also offer secure access to them. Moreover, your software should have live dashboards to let supervisors or admin monitor productivity and other important metrics.

2. Cost benefits

Many people think that a cloud contact center solution is more expensive compared to the on-premises solution, but this is not true. The cloud software gives way more cost benefits than an on-premises solution. The cloud space can be optimized. Moreover, some cloud hosting platforms offer a “Pay as You Go” model, which helps in saving more money on cloud software.

3. Custom integrations

This has become a necessity nowadays. Integration of other software such as IT help desk ticketing solution, CRM software, etc., and other APIs like WhatsApp, SMS, email, etc. are necessary to deliver better customer services. Usually, the contact center solutions support the custom integrations, but you need to make sure with your provider that the integrated call center software will work flawlessly on the cloud.

4. Team collaboration

The cloud call center solution lets teams work remotely. This increases the demand of reliable tools for internal communication. Your call center dialer should have the team collaboration features to support internal collaboration. For example, the Internal Chat feature helps in one to one chat between agents. There should be some more features, which help agents to communicate with each other or their managers.

5. Scalability and Flexibility

Last, but not least, is scalability and flexibility. One of the most popular advantages of a cloud call center solution is its nature of scaling up the number of seats or logo. Your provider should be capable to meet the need of a capacity increase. Moreover, the software should be flexible to move from one cloud platform to another based on your preference.

These are the top 5 elements, which your cloud call center solution should have. There should not be any compromise with this as this is the basic thing.

We, offer cloud call center software as an off-the-shelve solution as well as with a hosted model. Contact us to book a free demo to understand more about the cloud call center software.

Loading

What Makes Contact Center Solutions So Commanding?

Posted on by
What Makes Contact Center Solution So Commanding?

A call center solution has been in use for many decades. According to the records, the first call center software was introduced in the 1960s with a simple feature of call routing. The technology companies invented various innovative features, which transformed the solution completely and made it more commanding and beneficial.

Let’s discuss the major features and characteristics of this solution, which make this software, one of the most commanding technology solutions.

1. Unified communication

When call center solutions were invented, they had limited features. With time, the features have increased and advanced add-ons have been added. This is not it. The call center software supports all communication channels available in the market unlike earlier software, which only supported phone calls. The contact center software, also known as an omnichannel call center solution, which supports all communication channels, has empowered many call centers. Now, the call centers can offer omnichannel customer support and sales services to the customers.

2. Blended calls and campaigns

For many decades, call center solutions have been benefiting call centers to run inbound or outbound calling campaigns. With that arrangement, agents either attend inbound calls or respond to the outbound calls. But, the technology has moved so fast that now, it offers blended calling campaigns. Now, agents can attend blended calls, which means inbound and outbound both types of calls. The agents do not even learn the difference and flawlessly blended calls get carried out by the modern call center software.

3. Cloud technology

An additional advancement in contact center technology is the cloud call center solution, which has made this software a commanding solution. Earlier, call centers used to install and set up the contact center solution on the servers set up on their physical offices, called on-premises servers. This setup has been working fine, but the issue was it takes a lot of time to set up the software. To scale up the call center solution, the process would take a week more for a complete arrangement.

The cloud call center solution removed all hardware and related complexities. The software can be set up within a few hours and scaling up would take a similar time. This contributes to making a call center software a more commanding solution in the call center.

4. Custom integrations

An additional advantage of a modern call center solution is the ability to integrate any third-party API or software, which makes this solution even more commanding. For example, API integration made call center WhatsApp integration possible. This further helped in using a unified communication channel. The call center CRM integration enabled agents to offer more personalized responses to customers. There are many similar solutions, which can be integrated into this software.

This solution is able to handle any type of conversation and contribute to the growth and success of the company using it. Of course, using an expert service from a reliable provider becomes necessary to enjoy great results by using a commanding solution.

We are renowned as one of those companies, which have the most advanced call center software. Contact us to know more.

Loading

How to Improve Call Center Security?

Posted on by
Improve Call Center Security

Call centers usually handle a huge volume of data and manage confidential information such as customer contact details, their buying habits, etc. Therefore, security becomes a concern. There are multiple things any call center can do to ensure high security of the call center software.

We will share some of the top tips to help you secure your call center:

1. Invest in the right call center software

Call center solution is one of the widely used solutions in call centers. All calls or any other modes of conversation get carried out via a call center solution. Therefore, security is the most important thing.

To keep call centers secure, it is advisable to use the right call center solution with better security features.

Pro tip: Use proprietary call center software instead of open source because the code of an open-source solution is open to all. This makes it vulnerable.

2. Keep upgrading call center technology

The call center software is one of the most progressive industries. Some of the advancements get introduced to make this solution secure. For example, call center WhatsApp integration ensures agents offer support via WhatsApp, but without using their personal contact numbers. All conversations get logged. Technology upgrade also helps in securing this software from external attacks.

3. Make IT infrastructure access secure

Whether you use an on-premises or a cloud call center solution, it is necessary to mandate its secure access. Supervisors, agents, or any other person accessing the call center dialer, or any other IT infrastructure needs to be authorized and authenticated before giving them access.

4. Invest in high-security tools and solutions

Some call center solutions like DialShree offers additional security features to strengthen the security of the software. DialShree offers an add-on for advanced security. It has multiple features to give all-embracing security to the call center software:

  • Default port customization
  • Firewall implementation
  • GRUB security
  • FAIL2BEAN installation
  • Webroot directory security implementation
  • And many more

Know more about Advanced Call Center Software Security Add-on

5. Invest regularly in risk assessment

In any organization, there can be two major areas causing security concerns:

  1. Technological security issues and
  2. Operational security concerns

Even if you have already invested in consolidating the security of a call center from both aspects, it is advisable to invest in risk assessment at a regular interval.

Risk assessment experts will analyze all aspects to ensure there are no security hacks.

You can also take the help of your or any third party QA engineer to run security testing to ensure there are no holes in security for the technological tools.

Strict HR rules and legal NDA can help to secure a call center from internal security threats.

Concluding notes

Security is really important for a call center similar to any other business. Taking steps to consolidate your operational and technical aspects can help you improve security to safeguard the system from data loss, data thefts, hack attacks, etc.

We can help you with our extensive knowledge and experience in this regard. Contact us for more details.

Loading

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

Posted on by
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.

Loading

We Have Launched Call Center Integrations Services

Posted on by
Call Center Custom Integrations Launched

We are glad to share that we have launched call center integration services. We will offer a suite of services related to custom integration for the call centers. These services are available for all call center solutions along with our renowned call center dialer solution, DialShree.

Our call center integration services include various custom integrations to make call center dialer an even more powerful and completely personalized solution. Our clients and prospective customers can choose to use one or more custom integrations as per their business needs.

Below is a quick brief of the call center custom integrations we offer:

1. Call center WhatsApp integration

WhatsApp is one of the most popular and heavily used modes of communication. We are integrating WhatsApp into the call center solution. This custom call center integration, adds another communication channel into the software. The call centers can then provide support and other services using WhatsApp as well. It also gives benefits related to using rich communication.

2. Call center collection integration

We have been catering to various collection agencies belonging to diversified industry verticals. The collection agencies have different disposition messages as well as customized operational needs. To meet these routine needs of debt collection companies, we have developed a custom module, known as “Collection Module”. We will offer call center collection integration. We add a collection module into the call center software. This software offers custom features related to collection agencies such as:

  • Call filtering based on various criteria. For example, skip calling numbers of customers that have given a promised to pay date and that date is far enough.
  • Custom fields with validations to meet the needs of collection agencies. For example, an agent has to add a specific date if the disposition is a P2P (Promised to Pay).
  • Custom disposition messages reflecting the disposition of collection companies.

3. Call center CRM Integration

This is one of the custom integrations, we have been offering for many years. We integrate different CRM solutions into the call center software or vice versa. The advantage of call center CRM integration is to provide an integrated solution to let agents offer personalized conversations and services to the customers and prospective customers. Some of the CRM solutions, we have integrated for many customers are listed below:

  • vTiger
  • Zoho
  • Salesforce
  • SuiteCRM
  • SugarCRM
  • And many more

4. VICIDial integrations

We offer various VICIDial customization services as VICIDial is one of the leading open source call center solutions. Some of the services are custom integrations as listed below:

5. Custom integrations

Along with all integrations we mentioned in this news release for call center dialer software, we also offer custom integration services. We integrate any third-party or open-source APIs, software, etc. into the call center solution to add additional features and functionalities into it. For example, we offer omnichannel call center software for which we integrate different communication channels into the dialer.

Contact us to know more and learn which call center integration you might need to take your business to the next milestone of success.

Loading

How an Omnichannel Call Center Solution Improves Customer Experience?

Posted on by
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.

Loading

Effective Tips to Improve CX with Call Center Automation Features

Posted on by
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

Loading

Older posts
Newer posts
Contact Us

Our experts can resolve your customer engagement issues

Book a free consultation with our expert and see why more than 25000 users across 50 countries trust Elision for their communication needs.
+917041649394
Contact Us