Category Archives: Solutions

Almost all modern call center software is equipped with a variety of call routing rules to increase agents’ productivity and customer satisfaction. Skill based routing is one of the advanced call routing features that will let you utilize the full potential of your agents. That’s the reason almost all call center solutions come with this feature.

Having skill based routing feature doesn’t finish your job. You have to take certain steps to make the most out of it. To help you assure that you use your skill based routing efficiently. Here is a step wise guide.

1. Build a skill set and map it to the agents

Each call center would need different types of skills in its agents. Some skills can be taught as part of training programs and some are prerequisites in an agent before awarding him a job. Your agents will have multiple skills such as, speaking multiple languages, taking care of different types of concerns, etc. You should make a list of skills that are most important to handle calls effectively and map those to the agents that hold those skills.

2. Create call routing rules for skill based routing

The skill based routing automatically route the call to the most skilled agent, but for that, you have to define the call routing rules. When you start using a call center solution, it will not know the details of your agents and their skills. Thus, you have to configure rules for the same. You can take the help of your provider to set these rules for you.

3. Monitor and Fine-tune

Don’t just sit back after setting the skill based routing; to assure it is working at its best, you must monitor the call logs and voice recordings. Review how it is going. A well configured skill based routing will show the following results in the call reports:

• Reduced hold time
• Reduced call transfer ratio
• Reduced call handling times
• Increased first call resolution (FCR)

If you see you are not achieving noteworthy results, you can reconfigure the skill based call routing rules and also arrange training sessions for your team to increase and improve their skill set.

Conclusion

These are the three steps that you should follow in a step-wise manner to assure your skill based routing is working effectively.

Looking for more details or feature rich call center solution? Contact us.

Coronavirus spread has proven to be fatal in many countries. Not only lives are hampered, but also the economy is hampered. The governments are focusing on the health of people and it is necessary as well. On the other hand, we, being business people, can focus on the other part that is also getting damaged seriously because of the COVID 19 pandemic.

I am talking about the economy. The businesses need to make decisions and execute to identify the possible opportunities and before that stabilizing the routine workflow must be our focus. We, being one of the leading unified communication provider companies, focus on providing robust, secure, and scalable omnichannel solutions.

We have set up many call centers on the cloud by offering a secure cloud call center solution to our clients. Based on our observation and research, we are going to share some useful tips for you. If you are in the call center industry, you need to know this to gain assured benefits.

WhatsApp is one of the communication channels offered in an omnichannel call center solution. This communication channel is necessary to use during the COVID 19 pandemic. Here is why:

1. Serve customers on the preferred mode of communication

Generally, people call in for their concerns. However, with a shift in human nature due to technology, it has been proved that people love WhatsApp messaging. The call center WhatsApp integration lets your customer not only send messages, but also use rich media such as image share, document share, etc. via WhatsApp message to the agent.

This mode of communication can let you delight your customers by using the mode of communication they prefer. You, too, can share rich media for a quick and enhanced response with the customers.

2. Reduce the stress on agents

Agents are humans as well and they might also feel panic because of the increasing spread of the world novel Coronavirus. Moreover, declining business due to COVID 19 may increase stress and threat to them. You can help relieve stress by letting them work from home with a cloud call center dialer and let them use WhatsApp as one of the communication channels.

At a time, an agent can communicate with more than one customer or prospect and that can help them improve their key performance indicators. This may help them feel secure in terms of the job security. You can also send WhatsApp messages to the agents to keep them motivated while working from home.

3. Keep customers informed with least efforts

Running a calling campaign to inform customers about the ongoing changes because of the changing laws and situations might not be feasible. It may waste a lot of resources. Running a voice broadcasting or SMS broadcasting campaign by using respective call center solution features might be one-way communication and can have repercussions.

Using WhatsApp messaging can help you inform customers in minimum time, plus, have a two-way conversation. This can also delight clients. If you are looking for a cloud call center software, remote work setup for your call center or call center WhatsApp integration, contact us NOW!

COVID 19 pandemic is not unknown anymore to anyone. Almost all countries are fighting against this virus and businesses are trying hard to keep their growth rate intact at least, if not growing. We have been working very closely with the call centers as we offer the most advanced call center solution, DialShree.

Based on our immense experience, here are some of the top tips that we would like to share for call centers dealing with the COVID 19 crisis. If you are one of the businesses who are working from home with the cloud call center solution or cloud telephony based BCP (Business Continuity Process), then these tips will be really helpful to you.

1. FCR

First Call Resolution has to be your most vital KPI these days. Regardless of the fact that you are receiving fewer calls or many calls, you have to keep the first call resolution ratio high these days. This may hamper the short call duration KPI, but it will be helpful in making sure the customer does not need to call again and again for the same issue he is facing.

2. Customer Care

Give extra weight on customer care. You may add certain rules or policies to show how you value your customers. For example, if you are a collection company, then you can give some relaxation in the EMIs that need to be collected this month. Do whatever is possible to make sure your customers are happy and feel valued this time because there are many customers that have started cancelling the contracts due to multiple reasons.

3. Short Queue time

This is very important for any call center to keep the call queues shorter. It is possible that because of the pandemic, many customers might be calling in, but it is necessary to attend them quickly and hear them out. Furthermore, giving a satisfactory answer is even more important.

There can be many options to achieve a short queue time, so the customers do not need to stay on the call for quite long. For example, answer all frequently asked questions via IVR (Interactive Voice Response) feature so the customer does not need to wait for long. Also, the callback option can be given to the customer if the call queue is quite long. This will also help in shortening the call queues.

4. Prioritization of customers

As mentioned earlier, it is possible that your call center might be facing a spike in the call volume. You might be receiving more calls than you do normally. In such a case, keeping a single call queue might not be a good idea. You must use one of the amazing features available in the advanced call center solution such as DialShree, called, prioritization. You can keep the priority customers in the priority queue, so they can be attended quickly and you can continue gaining business advantage from them.

We have the most advanced call center solution that can help you deal with the pandemic more professionally. Furthermore, we can help you with the cloud call center dialer to access the whole system from the home. For more details, contact us.

Coronavirus has brought the pandemic situation in the world. Millions of people are suffering directly or indirectly because of this virus. To save lives, a majority of governments across the globe has imposed lockdowns. This is affecting businesses and the economy. The solution is the “Work from Home” models.

For some industry verticals, it is not that complicated to shift the on-premises work environment to the cloud telephony one. For example, IT companies, digital marketing agencies, cloud support service providers, etc. can easily shift their operations remotely.

However, for some industries, it is quite challenging to shift work remotely. One of the industries of this kind is call centers. Generally, call centers are set up in a big office that has a specific infrastructure to provide the tools and software to agents and supervisors to take care of the ongoing work. The call centers find it quite difficult to shift the whole infrastructure remotely.

Elision Technologies Pvt. Ltd, more popularly known as Elision, can help you tackle this situation more efficiently by shifting your existing system to the cloud call center dialer. The call centers do not need to shift the whole infrastructure on the cloud so the agents can work remotely by taking advantage of cloud telephony.

Elision has developed an add-on, called, Remote Agent. This add-on can help call centers achieve Business Continuity Process (BCP) by setting up a cloud dialer. Without any hardware or infrastructure change, the call centers can move on the cloud.

There are three different approaches followed by Elision Technologies Pvt. Ltd to offer “Remote Call Center” to the call centers.

1. Remote access to the call center solution

The team of VoIP experts of the company will make the settings in a way that your agents and managers can open the call center software from their web browser. There can be two different ways of achieving this and one can choose the one. In this case, all agents and supervisors must have a laptop or computer systems and internet access with high bandwidth to access the system and take calls.

Read more details on this model here: Remote Agent Part 1

2. Remote access to the call center software and attend calls via mobile

This is the second option in which the call centers can be shifted remotely. All agents can access the cloud call center solution on their system at home and all calls will be routed to their mobile phone. They take calls on the phone and at the same time access all the features of the call center system. The major benefit of this model is it uses less bandwidth than option 1 explained above. Here as well the agents and managers will need to have a system and internet connection.

Read more details on this model here: Remote Agent Part 2

3. Attend calls via mobile, no remote access to the call center solution

In this case, all the calls will be routed to the mobile phone of the agents. They will be able to use features like call mute and un-mute, call hold, etc., which are available on the phone itself. They cannot use the features of the call center software. The major benefit of this model is that the agents and managers do not need to have a system and internet connection.

Read more details on this model here: Remote Agent Part 3

Call centers can work remotely with the same productivity by using a call center solution like DialShree and the “Remote Agent” add-on. There are 3 different approaches of using the call center solution to implement a successful “Remote Agent” model.

We had shared two approaches in the previous blog posts and today we will talk about the third approach of using the “Remote Agent” add-on and call center solution like DialShree to implement successful and productive “Work from Home” model.

This is the pure version of remote work as your agents can attend calls without log into the call center software on their phones.

How it works?

• The call center supervisor needs to register all the agent phone numbers in the call center software. The supervisor will do the needful to map all the mobile numbers to the agent license so calls can be routed to the registered mobile number of the agent.
• A supervisor needs to enable these numbers so they can receive calls. The supervisor can also disable a number or more if he wants to stop routing the calls to the agent(s).
• Once the basics are done all incoming calls or dialed calls by the call center dialer will be routed to the mobile phone of the agent.
• An agent needs to first pick up the call which is generated by the system. He has to keep that phone active and then customer calls will be routed to the agents.
• The agent can pick up the calls and attend them as he usually does.
• The calls will be logged into the call center software.

Pros of this approach:

• Agents can work proficiently with high productivity even if they do not have a laptop or computer.
• Agents can work even if they do not have access to the internet
• Agents do not need to have a softphone or Webphone to take calls.

Cons of this approach:

• Agent cannot see the details of the customer as he can in a call center solution screen. With call center CRM integration complete information of the customer is made available to give a personalized response which is not possible with this approach.
• Agent cannot access any feature available in the call center solution such as call transfer, call script, etc.
• Agent cannot add a disposition after the call. In this case, there will be a default “Disposition” which will be logged into the system.
• If the call of the system will be disconnected, the agent will not be able to receive calls until he is connected again with the system. In some countries, telecom companies disconnect the calls after the duration of an hour of one and a half hours. In this case, the agent has to reconnect again and again.
• If the agent has any issue with his telephone network, then voice quality can be hampered.

We can help you in the selection of the best model of implementing the “Remote Agent” for BCP (Business Continuity Process) and implementation of the same. For more details, contact us.