Fraud Blocker

Top Reasons to Use a Grievance Management Solution in a Smart City

Top Reasons to Use a Grievance Management Solution in a Smart City

Traditional cities are now transforming into the top smart cities in India and worldwide by adopting digitized solutions for all operations. From communication to routine job management, smart city solutions can benefit in multiple ways.

We, Elision, provide different smart city solutions to smart cities and businesses that want to transform into smart businesses. The grievance management solution is one of the smart city solutions that we offer.

There are multiple reasons a smart city should use this system. Let us share the major ones.

1. Optimize grievance handling process

In a smart city, there are multiple departments and several people work to keep everything streamlined. In such a huge and potentially complicated workforce, it is possible that the multiple issues raised by citizens get lost in the pile. However, the grievance management solution for smart cities resolves this issue.

Our smart grievance management solution will automate several operations. It will automatically raise a ticket and assign it to the right person without a miss. It also provides different features to manage these support requests in the form of tickets.

2. Keeping citizens informed about the progress

It is a natural habit that people want to know about the progress happening on the other hand once a grievance is raised. Citizens want to check whether there is any action taken or not and if the action is taken, then how long would it still take to resolve the raised grievance? In smart cities, the common issue resolution period is 24 or 48 hours. However, citizens always stay curious if their raised concern is getting attended to or not.

The grievance management solution for smart cities provides a feature to let citizens track this with ease. Some smart cities also integrate a call center solution with the grievance management system. In this case, citizens can track the status of their tickets by calling the citizen helpdesk as well.

3. Resolve grievances within the stipulated time

In smart cities, when there are multiple departments and officers, it becomes difficult to resolve all tickets within a minimum turnaround time. Assigning tickets manually to the respective person and getting them resolved might take a lot of time. However, with the grievance management solution, this can be automated. The concerns will be assigned automatically to the officials and even to the foremen.

It can also be connected with the kiosk to show the live status of different tickets. The smart grievance management system also sends a notification to the upper-level manager if the ticket does not get resolved within the stipulated time.

In a nutshell, the grievance management solution with smart cities will handle all citizen grievances without a miss. Moreover, it automates and streamlines operations, so tickets get resolved within the stipulated time. Citizens can also track their grievances and status from a live ticketing portal or from a helpdesk. There are several advantages of using the smart grievance management solution in the smart cities. Agra and GMDA are already using this platform to provide a delightful citizen experience. Contact us to know more and book a demo.

Loading

How Call Center CRM Integration Benefits Smart Cities

smartcity_img

Various cities in India and all across the globe are transforming the infrastructure to become one of the smart cities in the world. For this, the smart cities are adopting the futuristic tools. The call center solution is one of the tools adopted by a majority of smart cities for grievance resolution.

Anyone can contact for help or any issue they are facing on the given helpline, which is handled by a call center solution. The call center software not only makes call handling better, but it also helps in keeping logs and reports, which can be used to improve processes and call handling.

The leading VoIP companies, which furnish the smart cities with smart city solutions like call center solution, recommend smart cities to invest in call center CRM integration services.

Integrating any feature-rich CRM solution with the call center software can provide multiple benefits. Let’s explore some of them.

As mentioned earlier, the call center solutions are used to listen to the issues, concerns, problems, confusion, and other grievances of the people of the city or tourists or anyone who wants to give feedback to the authority or a specific department of the smart city.

Read the complete case study of GMDA smart city using call center solution of Elision to improve grievance handling, here: https://www.elisiontec.com/success-stories/gmda-smartcity/

Call center CRM integration integrates the call center solution of a smart city with a CRM system. The CRM solution will definitely have more fields to store information about the caller and citizens compared to the fields available in the call center software. This is how the smart city can store more information about the caller and customers.

The call center CRM integration solution will show a popup to the executive who attends the call. This popup will be a CRM popup and it will show information about the caller if it is already stored in the system. This information can help the executive to resolve concerns quickly if it is the same concern. Moreover, the executive can personalize the conversation using the information shown to him in the CRM popup regardless of the fact that the caller has come up with the same issue he faced last time or any other concern. This will help the caller feel valued and it can improve the trust and relationship of the citizens, tourists, and anyone who is calling to the system to connect with authority.

If the caller is calling for the first time or any information related to the caller is not stored in the system, then the executive can ask and fill the information for future reference. It means in the future whenever the same caller calls, the executive will have the information about him to deliver better and more personalized responses.

The call center CRM integration offers many other benefits as well.

We offer call center CRM integration as well as smart city solutions to all cities in the world. These smart city solutions and call center CRM integration services can also be used by the businesses. Contact us for more details.

Loading

Elision Launched Smart Grievance Management System for Smart Cities

Elision Launched Smart Grievance Management System for Smart Cities

We, Elision Technologies Pvt. Ltd, have been offering smart city solutions. Some of the well-known smart cities in India use our smart city solutions like GMDA (Gurugram Metropolitan Development Authority), Agra smart city, etc. Along with these smart cities, many businesses and enterprises also use our one or more smart city solutions. We are launching a comprehensive grievance management solution for smart cities, which can also be used by any company or organization. (more…)

Loading

Blacklist in Call Centers: Is It Really Helpful?

Blacklist in Call Centers Is It Really Helpful

A call center solution comes with a wide array of features. Some features get used more frequently and some of them are used rarely. In fact, it has some features, which stay untouched, even if they can do magic for the business using it. In this article, I am going to share more details about one of the rarely used features, which is equally important. It is “Blacklisting”. (more…)

Loading

Major Customer Communication Trends to Look For in 2021

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

We Have Launched Call Center Integrations Services

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

Major Tips for Effective Call Center Management by Industry Experts

Effective Call Center Management Tips

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

1. Move to the cloud

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

2. Build a remote team

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

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

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

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

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

4. Use the latest tools

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

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

Loading

Call Center CRM Integration Benefits Smart Cities

Call Center CRM Integration Benefits to Smart Cities

Various cities in India and all across the globe are transforming the infrastructure to become one of the smart cities in the world. For this, the smart cities are adopting the futuristic tools. The call center solution is one of the tools adopted by a majority of smart cities for grievance resolution.

Anyone can contact for help or any issue they are facing on the given helpline, which is handled by a call center solution. The call center software not only makes call handling better, but it also helps in keeping logs and reports, which can be used to improve processes and call handling.

The leading VoIP companies, which furnish the smart cities with smart city solutions like call center solution, recommend smart cities to invest in call center CRM integration services.

Integrating any feature-rich CRM solution with the call center software can provide multiple benefits. Let’s explore some of them.

As mentioned earlier, the call center solutions are used to listen to the issues, concerns, problems, confusion, and other grievances of the people of the city or tourists or anyone who wants to give feedback to the authority or a specific department of the smart city.

Read the complete case study of GMDA smart city using call center solution of Elision to improve grievance handling, here: https://www.elisiontec.com/success-stories/gmda-smartcity/

Call center CRM integration integrates the call center solution of a smart city with a CRM system. The CRM solution will definitely have more fields to store information about the caller and citizens compared to the fields available in the call center software. This is how the smart city can store more information about the caller and customers.

The call center CRM integration solution will show a popup to the executive who attends the call. This popup will be a CRM popup and it will show information about the caller if it is already stored in the system. This information can help the executive to resolve concerns quickly if it is the same concern.

Moreover, the executive can personalize the conversation using the information shown to him in the CRM popup regardless of the fact that the caller has come up with the same issue he faced last time or any other concern. This will help the caller feel valued and it can improve the trust and relationship of the citizens, tourists, and anyone who is calling to the system to connect with authority.

If the caller is calling for the first time or any information related to the caller is not stored in the system, then the executive can ask and fill the information for future reference. It means in the future whenever the same caller calls, the executive will have the information about him to deliver better and more personalized responses.

The call center CRM integration offers many other benefits as well.

We offer call center CRM integration as well as smart city solutions to all cities in the world. These smart city solutions and call center CRM integration services can also be used by the businesses. Contact us for more details.

Loading

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.
Contact Us