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Call Center WhatsApp Integration for Collection Agencies

Call Center WhatsApp Integration for Collection Agencies

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.

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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…)

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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…)

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Tips to Improve Call Center Efficiency

Tips to Improve Call Center Efficiency

Call centers invest in the best call center solution, CRM software, skilled agents, experienced managers, etc. To make sure the investment in the team, software, tools, etc. gives the expected returns, the call centers need to take further actions as well. One of the areas, call centers must work is call center efficiency. Call centers need to invest time and efforts to improve efficiency because improved efficiency can boost other results as well.

In this blog, we will share some tips, which will help call centers to improve efficiency:

1. Automate as much as you can

Call center solutions can help to introduce automation in a call center. The call center must identify areas and operations, which can be automated using the features offered by its call center solution. Automation will not only improve efficiency and productivity, but it will also increase accuracy as there are no human resources involved.

2. Internal communication facility

It is possible that agents need to communicate with other agents or their supervisors. For this, it is necessary to offer a reliable communication channel. This internal communication channel needs to be fast and simple. For example, our call center solution, DialShree has an internal chat feature for agents, so agents can communicate internally in a hassle-free manner. Agents also do not need to leave the screen of the call center dialer. This helps in increasing productivity and efficiency.

3. Use the idle time of agents

In any call center, it is necessary to give breaks to agents, so they can rejuvenate themselves. However, it is also necessary for call centers to make sure there is no idle time. The first thing to do is get the best call center software, so there are no system downtimes. If your call center cannot afford to get an advanced call center software, you can also use a hosted call center solution, which will offer all advanced features at cheaper rates. The next step is to use the right work policy and features, so downtime can be minimized. For example, if your agents are staying idle because you are using the sticky agent call routing rule, you should switch the strategy. Always focus on maximizing output to improve agent productivity.

4. Add unified communication channels

Nowadays, unified communication channels really help in improving customer satisfaction. That is why many call centers already have started using an omnichannel call center solution, which supports unified communication channels. Along with increasing customer satisfaction, adding omnichannel communication also helps in improving efficiency in the call centers.

These are the top 4 tips, which you can apply to increase the efficiency of your call center. You need to make sure that your call center software supports your approaches to improve efficiency.

If you do not have a required call center solution, we can help you. We offer hosted and proprietary call center solutions. Our offered solutions can meet your requirements of increasing efficiency and help in multiple other ways. For more information, contact us.

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How to Start a Successful Call Center Business that Earns High ROI since Inception?

How to Start a Successful Call Center Business

A call center is a profit-making business and you can launch yours as well. In this blog, we will share how you can start your own call center business, which earns high ROI since inception. Learn how to launch and run a successful call center business.

1. Know your requirements

Before buying a call center solution and start looking for an office, you need to first know what exactly you need. For that, you need to define the following:

  • Your target market
  • Your business objectives
  • Your capital investment
  • Your monthly investment

This is necessary to define what kind of call center solution you will require as well as how many agents you will need to run the call center campaigns.

2. Start low

If you have a huge capital investment, you can get the best omnichannel call center solution. However, to ensure you make higher ROI since inception, you can follow the below-mentioned approach:

  • Get hosted call center solution
  • Set up a virtual call center
  • Run in multiple shifts

This way you will be able to keep expenses bare minimum. On the other hand, by catering to customers in different shifts will increase customer satisfaction. You will also need bare minimum seats in the hosted call center solution to save more bucks.

3. Run campaigns to generate sales

The call center solutions can be used to run incoming and outbound campaigns. Usually, call centers run campaigns only for customers, but you can also run your own campaigns. In fact, each call center should run outgoing campaigns to generate more leads and more sales. This is necessary to increase revenues constantly and not getting stuck at a single point.

4. Focus on customer experience

The competition in the market is really fierce. Therefore, it becomes necessary to get the best results from the campaign and follow the most professional approach. This will help you deliver a better customer experience. Higher customer satisfaction by delivering a better customer experience will result in increased customer loyalty and recurring revenue generation.

5. Upgrade the features of call center software

Once you start making more money and capturing more customers, it is highly recommended to upgrade the call center software. This will help you add more features and functionalities along with automation. Therefore, time can be saved more and accuracy can be increased even further. You should also invest in call center CRM integration. This integrated solution will let you deliver more personalized services to the customers to increase their satisfaction. If you are not using an omnichannel call center solution, you must adopt it even if you continue using an omnichannel call center solution. Upgrading the call center technology will help you deliver a better customer experience and capture more leads.

Conclusion

This approach will let you launch your own call center business with minimum investment. Moving ahead, you will be able to generate more revenues with minimum expenses, which will result in a higher ROI.

Looking for a call center solution? Contact us.

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DialShree Advancements 2020: Made It More Prevailing

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.

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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!

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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.

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How Call Center Solution Technology Transforms Collection Industry?

Call Center Solution Technology Transforms Collection Industry (1)

The collection of payment is often a troublesome and tedious process, but very much important. Therefore, many companies and organizations outsource this work to collection agencies. This business has become so big that a whole new industry has emerged, called, collection industry.

The collection agencies used to follow the process of physical visits at the debtors’ house or office and calling with traditional phone calls. As this industry started growing technology also started growing to support the work of the collection industry with minimum resources and efforts.

The call center solution has been in use by collection agencies for many years. To empower collection agencies, even more, technology companies have started bringing remarkable transformations. Let’s discuss the top 3 transformations, which help in payment and debt collection to collection agencies.

1. Collection module

This definitely is an exclusive offering of Elision. It is a module, which can be integrated into the call center software with our call center collection integration services. This module has a wide array of features, specifically developed to meet the needs of collection agencies. Some of the key features are listed below:

  • Bucket creation
  • Automated lead filtering based on predefined criteria
  • Customized dispositions to match disposition messages of the call centers
  • And many more

This module has all been never seen before features. To know more about it, visit our call center collection integration webpage.

2. Unified communication

A collection agency can use all different communication channels such as:

  • Phone calls
  • WhatsApp
  • SMS
  • Twitter
  • Facebook
  • Video chat
  • Live chat
  • Email
  • Fax
  • And more

An omnichannel call center solution can help collection agencies to handle communication using different channels. For example, for the first or advanced reminder, collection agencies can use WhatsApp blasting or SMS broadcasting, or any similar feature.

3. CRM and other software integration

Collection agencies use different solutions to run the payment and debt collection campaigns. For example, CRM (Customer Relationship Management) solution is one of the most important software used in the collection industry. Agents need to refer to the record and history of the debtor to have a personalized conversation. If agents switch back and forth between call center solution and CRM software, it would waste time and possibly lead to some fumbles.

Call center CRM integration service integrates both of these solutions in a way that agents can use them with a lot of ease. The agents of collection companies can see complete customer records within the call center dialer during a live call. Any changes made in the record from the call center software during a live call get automatically updated in the CRM software and vice versa. We can integrate multiple CRM solutions as well as other software APIs into the call center software. This integration will provide a holistic solution to its users.

Collection agencies have a much more powerful call center solution and technological advancements to get benefited. We have been empowering the collection industry with our solution. Contact us to discuss your requirements or just to know how we can help you.

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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.

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