Omnichannel call center solution - Elision Technologies

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.

Top Reasons to Upgrade to the Best Call Center Solution

Posted on April 8, 2021 - 4:08 pm by Hiren Pancholi

Why Upgrade to the Best Call Center Solution

Call center solutions have been in use by call centers and similar businesses for many years. Some use proprietary and some use open source call center solutions to handle various campaigns. Similar to any other tool, it is necessary to upgrade a call center solution from time to time.

If you are still using a call center solution with the same features, which you had bought in 2015 or 2017, then this is the time to upgrade. You must upgrade your call center solution with the latest version and features available in the market. If your vendor is not upgrading the features, then you should switch to another vendor to make sure you have the most advanced version of the call center dialer software.

If you are thinking about whether it is necessary or worth investing in a call center solution upgrade or not, then read on this blog. This blog shares why it is necessary to keep upgrading your call center software.

1. To stay competitive

Whether you upgrade your software or not, but your competitors will upgrade their tools. The call centers using a call center solution with the latest features and functionalities will definitely have more to impress the customers. This can cause major roadblocks to you if you are still using the ages-old features. Thus, to stay competitive or stay ahead of your competition, you have to upgrade to the advanced version of the call center dialer solution.

2. To delight and retain customers

You need the best tools along with experienced agents to delight your customers. For this, upgrading your call center solution is one of the important aspects. For example, WhatsApp is one of the leading communication channels. If you do not invest in call center WhatsApp integration to let customers contact you using that mode of communication as well, then you might be losing their interest. To delight your customers, so you can retain them, you need the best call center solution with advanced features and unified communication channels.

3. To improve resource utilization

The advanced call center solutions offer various features, which increases call center automation. The automation not only helps in delighting customers by reducing call waiting and call hold time, but it also helps in preserving resources. The resources can be utilized for improved performance. For example, agent hours can be saved from giving repetitive answers. The saved manpower can be used in attending calls that need agent assistance.

4. To increase ROI

The delighted customers assure steady revenues from repeat business. Delighted customers also help in bagging more references, business, and word-of-mouth publicity. This will increase your revenues. On the other hand, the best call center solution will assure that expenses are reduced and productivity is increased. This ultimately will increase ROI (Returns over Investment).

If you are looking for a call center solution that has the most advanced features and modules, then contact us.

We Launched Smart WhatsApp Business Tool

Posted on April 5, 2021 - 7:40 am by Hiren Pancholi

We are extremely happy to announce the launch of the smart WhatsApp tool. As the name suggests, this tool is developed to provide smart features to WhatsApp users. The businesses or individual consultants that want to take advantage of smart WhatsApp features can use this tool and double the returns from their investment in marketing, sales, and other business campaigns.

WhatsApp has more than two billion active users, which means billions of consumers are using this messaging platform for their day-to-day communication. WhatsApp is also used in many businesses as one of the major communication channels. To boost the power of this popular communication platform, we have launched the smart WhatsApp business tool.

All you use is your WhatsApp web, so you do not need to worry about learning a whole new software. You use your WhatsApp web and our smart WhatsApp tool will be available there only, so you can use all the amazing features it has.

The WhatsApp with smart features can be used to strengthen any of the following types of campaigns:

Marketing
Branding
Lead generation
Awareness
Sales
Lead nurturing
Customer relationship management

The smart WhatsApp tool has amazing characteristics, which make this tool worth using such as:

No app or software download is needed
No privacy issues to get worried about
Affordable rates
An excellent array of business WhatsApp features to empower marketing and other campaigns

The smart WhatsApp web tool has a wide array of features, which are listed below:

WhatsApp broadcast with the right latency and delay support; broadcast to all and broadcast to selective audiences
Smart replies to reply to each WhatsApp message automatically. Even when your executives are busy and unavailable
This tool also has some interesting features related to creating, cloning, and deleting the group.
Contacts available in WhatsApp or a WhatsApp group can be exported, so they can be used elsewhere. For example, if you are using a call center solution, you can import the contacts into the call center solution to run calling campaigns.
Communication and customer experience enhancement features such as enabling status download, disabling online status, speeding up playing a voice message, showing online availability of online contacts, showing a notification when a contact comes online, restoring deleted messages, and many more.
Statistics will show quick stats of the number of contacts you have along with the device details. It will also show a number of contacts and chat message exchanges among personal and business contacts in one-to-one and group chat.

The smart WhatsApp web tool is developed to empower all businesses and consultants as well as other individual professionals that want to take advantage of WhatsApp. This tool indeed can be a great tool in the arsenal of your marketing, sales, and business development team.

How Call Center Solution Improves Vital Call Metrics?

Posted on April 1, 2021 - 5:00 pm by Hiren Pancholi

Communication is a vital aspect, for all businesses belong to diversified industry verticals. Each piece of communication may have some goal to convert, whether it is resolving a customer concern or increasing customer interest in purchasing.

The call center solution can play an important role here with its amazing features. It can help call centers or any other organization using this software to improve vital call metrics. Let me share the top metrics, which a call center solution can improve.

1. Call hold time

Whether it is an incoming customer call or if an agent has called a customer, hold time makes a difference in customer experience. If a customer or prospective client is put on hold for a longer time, then it would cause a negative impact on the customer. This may increase frustration or result in lost interest in the offerings of your company. Therefore, reducing call hold time is necessary.

The call center solution will show call hold time on an average and per call or per agent basis. This information can help supervisors in taking the required steps to reduce the call hold time. Moreover, the call center solution will have the required information to show to agents, so the agents can reduce call hold time by quickly fetching the required information.

2. First call resolution

Anyone calling to get the required support for their concerns or queries would be expecting a quick and satisfactory response. Getting resolution within the first call is called the first call resolution. It definitely increases customer satisfaction.

The call center solution can show the required information to agents about the customer, so quick information can be delivered. Moreover, one can also integrate other systems like CRM, database, etc. to show more information to agents and increase first call resolution.

3. Total call duration

Many call centers define the total call duration differently. The most common definition of total call duration is the time from the customer’s call is connected to the call center, whether he/ she listens to an IVR or directly gets connected to the agent, to the time when he/ she hung up the call is total call duration.

As we all understand, time is one of the rare resources people have. Nobody has a lot of time to stay on the line to get the resolution for their issues. Therefore, call centers or any other organization offering support for customers’ issues or prospective customers’ questions must make sure that the call duration can be minimized.

Adding self-serving options, unified communication channels into the call center solution can reduce the total call duration. Call center CRM integration can also contribute to reduced call duration by showing detailed information about the customer.

These are the major 3 metrics that a call center solution can help in improving the value. Other than these, call center occupancy rate, abandoned rate, calls per hour, and many other vital metrics can be improved by using the right call center solution.

We offer the best call center solution. Contact us for more details.

Top Reasons to Use Predictive Dialing

Posted on March 29, 2021 - 2:09 pm by Hiren Pancholi

A call center solution in the 21^st century often comes with amazing features to make sure call centers enjoy elevated returns from their investment in the software. Predictive dialer is one of the most advanced features available in modern call center solutions. Your call center solution must have this feature and if it does not have it, you must get a call center solution with a predictive dialing feature.

There are many reasons to have this feature in your call center dialer and use it at its best. Let us share major 4 reasons to use predictive dialing using a predictive dialer in your call center.

1. Boost agent confidence, skills, and productivity

The predictive dialing does not differentiate agents based on any criteria. For this dialer, all agents hold the same skills. It routes the calls to each agent with the same speed and in an equal quantity. As soon as an agent is available to attend the next all, the predictive dialer will transfer the next call to the agent. This first of all increases the confidence in the agents as they get equal treatment.

They also get equal opportunities, so they can have enough scope to grow themselves as the best performers. Practice makes the man perfect. As agents receive a high number of calls, their skills get sharpened. The developed skills and confidence will improve the overall performance of all agents and will also reduce the overall call duration. This will further assure that agents can handle more calls and the overall productivity gets boosted. When a call center can receive so many benefits by using this auto dialer feature of the call center solution, it becomes a must to use this feature.

2. Reach the customers at the right time to increase sales

Usually, the predictive dialer is used to run sales campaigns or cold calling campaigns. The predictive dialer feature available in the advanced call center solutions like DialShree can predict which customer or lead is more likely to pick up the call at this moment. This helps in assuring that agents connect to the customers at the right time, so the chances of goal conversion increase. As mentioned above, the common goal to be converted is sales, and therefore, sales get boosted using this dialer.

3. Better resource utilization

As this call center dialer hands over the next call as sooner as the agent shows availability, it makes sure the agents work productively. This assures that with minimum manpower maximum productivity can be achieved. Along with the agents, other resources can also be well utilized in the call center. This is another amazing reason to use the predictive dialing feature.

4. Reduce expenses and increased ROI

As productivity will be increased and resource utilization will be improved, the expenses will be reduced themselves and ROI will be boosted.

These are the top reasons to use predictive dialer. Contact us to know more and to get a call center solution with a predictive dialer.

Benefits of Custom Call Center Integration

Posted on March 26, 2021 - 1:26 pm by Hiren Pancholi

A call center solution comes with a wide array of features. This solution with its basic and advanced features is good enough to handle multiple operations and tasks. It can help in increasing customer satisfaction and loyalty. It can also be used to assure better resource utilization and maximum productivity.

However, often call centers using a call center solution using more than one solution. Moreover, there are some more custom call center integrations a call center may need for one or more reasons. Some of the common call center integrations required by the call centers are listed below:

Call center CRM integration
Call center communication channel integration (WhatsApp, SMS, Video, Email, Live Chat, Social Media, Fax, etc.)
Call center IP PBX integration
Call center 3^rd party API integration

There are many benefits of investing in the custom call center integrations such as:

Save time and increase productivity

The custom call center integrations benefits call centers in saving time and increasing productivity. Let me share how.

Believe it or not, but nowadays, only voice calls are not enough to deliver the best customer support and services. Therefore, call centers need to use at least some of the preferred modes of communication of their customers. If these additional communication channels are not integrated into the call center solution, then agents need to handle multiple applications along with the call center solution. This would not only waste a lot of time, but also make quality monitoring difficult.
However, call center WhatsApp integration or any other communication channel integration into the call center solution assures all communication channels can be accessed within the call center solution. This will save time as agents will not need to move back and forth. It will save time and increase productivity. This will also help in assuring the quality of service.
Adding other solutions into the call center software also save time otherwise spent in data entry or switching back and forth.

Improve customer satisfaction and retention

When your agents don’t take too long to respond to customers and deliver the quality of services, the customers will be delighted. When customers will be catered to via their preferred mode of communication, customer satisfaction will be improved. Also, when customers will receive personalized responses from agents, they will feel valued. All these will help in increasing customer satisfaction and retention.

Better record management

When other communication channels and call center solutions will be integrated into the call center solution, record management would be easier. The change of record in one system will automatically update the record in another system. This will assure that all the time, all systems have the most accurate information and records.

These are the top 3 benefits of using custom call center integrations. There are several advantages of using an integrated system. We offer a call center solution as well as custom call center integrations. If you are interested in any of the services or solutions, contact us.

How WhatsApp Can Engage Customers in E-commerce Industry?

Posted on March 24, 2021 - 8:30 am by Hiren Pancholi

WhatsApp to Engage Customers in E-commerce Industry

Everyone knows the fact that WhatsApp is the most popular mobile messaging app. There are 2 billion active users in around 180 countries. This clearly proves the worth of adding WhatsApp as a communication channel in any business. The stats related to WhatsApp as a business communication channel show a high urge of using it in all industries.

In fact, many industry verticals have already started using this software. The e-commerce industry is one of the industries that can use this mode of communication to improve customer satisfaction and engage customers and prospects.

Usually, eCommerce stores use a call center solution to provide the required customer support and they use social media marketing to generate sales and attract more buyers. Some of the online stores also use the live chat feature to answer the quick questions of customers and online shoppers.

WhatsApp can be used in providing customer support, increasing sales, and nurturing customer relationships. Call center WhatsApp integration integrates WhatsApp into the call center solution, so agents can use all WhatsApp web features without leaving the screen of the call center solution.

WhatsApp can be used in multiple ways in the eCommerce industry to engage customers, let me share some of them briefly.

Share the latest offers and coupon codes to increase sales

Personalized marketing is a great way to increase sales. Unlike social media marketing, which broadcasts marketing messages, WhatsApp marketing is a personalized way of communication. Also, people check WhatsApp messages at the earliest possible, unlike social media marketing posts, which may not reach all prospects and customers you have in the list. Therefore, the first approach of using WhatsApp for the eCommerce industry is sending the latest offers and coupon codes. Some smart WhatsApp tools can be used for smart WhatsApp marketing.

Answer queries to increase online shopping

Customers might have some questions to ask before making a purchase. The omnichannel call center solution with a live chat and WhatsApp as communication channels can be a great tool to provide the required support. Giving quick responses to online buyers in real-time increases revenues and enhances buyer’s journey.

Customer support to delight customers

Customers sometimes face post-sales issues and providing the required support to resolve those concerns is necessary. Usually, the customers call the customer support centers to get a resolution of their concerns. The call center solution is an amazing tool here to attend the calls of customers to attend concerns and queries, but WhatsApp can also be an added channel to provide customer support.

WhatsApp can be used to send quick updates, documents of invoices, manuals, etc. It can make sure your customers are aware that you are working on their issues and offering better services. Here, call center WhatsApp integration is necessary to provide the right customer support via WhatsApp and other communication channels as well.

These are the major ways WhatsApp improves the engagement of customers in the eCommerce industry. If your eCommerce store needs WhatsApp integration or a call center solution, contact us.

Top Reasons You Must Integrate Your CRM into Call Center Solution

Posted on March 18, 2021 - 12:10 pm by Hiren Pancholi

The call center industry one of the industries, which proactively stays connected with customers. The call centers majorly focus on delivering excellent customer services or amplifying sales or collection. In any way, the call center needs to have skilled agents, so they can communicate correctly with the agents. Also, the call centers need to have the right tools, so the tasks of connecting with the customers and having an effective conversation can be simplified.

The call center solution is one of the tools, which all call centers use. Of course, the call center solution is an excellent tool to carry out a majority of operations of call centers, but the call centers also need to use a CRM (Customer Relationship Management) system. It helps in managing more information about the customers, so more personalized and to-the-point conversation can be carried out.

The CRM software needs to be integrated into the call center solution with call center CRM integration. The call center CRM integration lets agents use features of the CRM system without leaving the screen of the call center solution. There are many reasons to integrate the CRM system into the call center solution.

Let us share the top reasons why call centers must get call center CRM integration:

For effective management of customer data

As mentioned earlier, the CRM system can be used to save customer data. It will help in managing more details about the customers. The call center solution will also save some information about the customer. If call centers don’t get a CRM integrated call center solution, then agents need to manage the same information in two different systems, which increases the complexities.

It is possible that the call center solution has different information than the CRM record in some instances. This can make work quite complex. On the other hand, the call center CRM integration makes sure that the data can be pushed from one system to another. Also, any changes in any of the systems will automatically reflect in another system. The call center CRM integration assures excellent management of customer data.

To improve customer delight

When agents will have all information about the customers in front of them, they can deliver a better customer experience. They can personalize the responses and provide more specific answers. Moreover, the agents will have all the information about the customers on their call center solution screen. This will improve customer delight.

To save time

The agents can save a lot of time by using an integrated solution made available after call center CRM integration. They do not need to make the same entries in both systems. Also, they do not need to switch from a call center solution to CRM software and vice versa. All these help in saving a lot of time of agents, which can be used in other productive tasks.

If you are still confused about whether to invest in call center CRM integration or not then contact us for more details and discussion.

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