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Remote Work Model with Call Center Solution Part 2

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Remote Work Model with Call Center Solution Part 2

In the last blog post, we discussed one of the three approaches available to use the call center solution to take the benefit of unified communication and remote work during this pandemic. If you have missed that post, you can read it here: Remote Work Model with Call Center Solution Part 1.

Today, in this article, we will talk about using the call center solution to successfully run the Remote Work model and stopping the spread of COVID 19. This is the second approach to using this system.

As mentioned earlier, the approach 1 allows using the call center solution from home via a public or private network. One of the major disadvantages of using that approach is it requires very high bandwidth internet because all the packets, voice, etc. are transmitted through the internet. In case, if the internet bandwidth is low or the internet fluctuates, then it disconnects the call or degrades the voice quality.

The second approach resolves this issue. As we all know transmitting voice or video on the internet consume a lot of bandwidth. Thus, with DialShree: Omnichannel Call Center Solution, we can forward calls to the mobile phone of the agent. An agent can still access the web panel of the call center solution to take the benefit of all call center software features, but he does not need to take calls via the web app and voice calls will not pass via the internet.

How it works?

  • Admin or our team will register all phone numbers of the agents. We will make the required rule mapping to send all calls to the agents on their phones.
  • All agents need to log in to their agent panel and need to use the “Remote Agent” add-on. They will receive a call on their phone from the system, which they have to keep connected.
  • Whenever a new call is generated, it will be transferred to the agent.
  • As soon as he picks up the call, the window will open on his web app. He can see the customer details if call center CRM integration is performed or he will see the information available in the call center system. He will have all the controls to handle the call, including, call script in his agent panel.
  • Once he finishes the call, he can hang up that phone and write the disposition in the web app of the agent. The second call will be transferred to him.

Pros of this approach:

  • All the required features of the call center solution will be available to the agents.
  • Internet connection will not be used as much as in the first approach where all calls and packets passed through the internet only. The reason is in this approach, the voice packets will pass through the telephony network which will reduce the load on the internet.
  • All call logs, call recordings, etc. will be available according to the call center solution.
  • It is perfect in running both, inbound and outbound campaigns.

Cons of this approach:

  • If the internet goes down, the operations will be stopped.
  • If the agent disconnects the first system generated phone, he will be logged out of the session and needs to re-login.
  • The phone of the agent will always be busy.

To use this approach, you will need the “Remote Agent” add-on developed by our team. To know more, contact us.

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Remote Work Model with Call Center Solution Part 1

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Remote Work Model with Call Center Solution Part 1

Remote work model has been a necessity all across the globe due to increasing cases of COVID19. There are no other options left than lockdowns and curfews. The Coronavirus spreads faster than any other flu and it can make people very sick. At the moment, nobody has a vaccine. Thus, the only cure is, one saves himself from getting infected. To make sure all countrymen follow the rule of staying home, the governments are enforcing lockdowns and curfew.

Many industries are collapsing because of it, but all cannot stay doing nothing. Some industries such as IT, call center, government, etc. need to keep working. Some of them such as government organizations, pharmacies, and hospitals have to stay in the field and some of them such as call centers, IT companies, etc. can adopt the “Work from Home” model.

To make this “Remote Work” aka “Work from Home” model successful companies need to use various tools and call center solutions can become one of the most important tools in this case. Many companies can use this tool to stay connected with customers, partners, team members, etc.

The call center software similar to DialShree offers an omnichannel communication system. DialShree is our proprietary call center solution that is in use in multiple organizations all across the world, including, government organizations. Being an omnichannel call center software, it supports all communication channels:

  • Voice calls
  • Screen share
  • Video
  • Conference calling
  • Chat
  • WhatsApp
  • SMS
  • Facebook
  • Fax
  • Twitter
  • And more

The companies which use this omnichannel call center solution can take advantage of unified communication. It is furnished with all features one would like to have in his ideal call center software.

The call center solution can be used for “Remote Work” with one of the following models:

Model 1: Open the call center solution for home access

Due to security reasons, the call center software can only be accessed within the company network. However, to tackle the situation of lockdowns due to COVID 19, the companies can open the ports so this system can be accessed from the home. Agents can log in to the call center solution via their web browser and use all the features of the call center software and work as they usually do.

Pro:

  • Work from home with the same efficiency and productivity

Cons:

  • Internet connection has to be stable and high bandwidth is needed
  • Opening the ports creates security risks

Model 2: Access call center software via VPN

The company can set up a complete virtual private network. Thus, the call center system can be accessed from home, but it has to be accessed via a VPN.

Pros:

  • Keeps security intact
  • Work from home with the same efficiency and productivity

Cons:

  • Company needs to provide the bandwidth to keep VPN up.
  • If an internet connection at an agent or a company side fluctuates, the call quality can be degraded or call can be hanged up.
  • If the internet stops working at any of the ends, the agent cannot login.

Both of these models have their own pros and cons and need internet access and a system at the agents’ end.

There is one more way to use the call center solution for Remote work. We will learn about that in the next blog.

If you want to know more or want a demo of DialShree, contact us.

 

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Complete Your Communication Ecosystem with Omnichannel Communication Solution

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Omnichannel Solution to Complete Your Communication Ecosystem

Each business needs a complete communication system in place that supports the day to day communication. Today’s consumers have been more demanding than ever before and to ensure a business can reach consumers from all possible channels, it requires better than before communication systems. Also, to support omnidirectional business communication cost effectively, a business requires omnichannel VoIP solutions.

The omnichannel VoIP solution offers a complete communication system for business. This VoIP solution is easy to use as it comes with an easy to use GUI based user panel. Imagine all you need is a single VoIP solution to support different modes of communication. You can conduct a voice call over internet protocols with a client using the same omnichannel VoIP solution which can be used to make a video call to the prospective customer.

Not only this, but the omnichannel VoIP solution also allows performing other types of communications as well, such as chat, browser to browser calls, so on and so forth. The business representatives don’t need to deal with different software and hardware for different types of communication, now they can have an all-in-one communication solution.

The omnichannel VoIP solution such as a call center solution with omnichannel communication support can be used for both, internal and external communication. Using this communication system doesn’t require any additional skills or expertise. It is as easy as using a phone system or chat system.

Furthermore, this business communication solution offers a holistic approach to tracking each communication. You can record calls and can see live as well as historic communication records. This type of complete logs always helps top management in judging the performance and takes some vital decisions.

The omnichannel VoIP solution works on internet protocol that makes it cheaper than other communication alternatives. It offers to call at cheaper rates without compromising the quality of calls. Also, it doesn’t require excessive hardware or wiring, unlike traditional communication systems.

This makes setup and maintenance of it easier as well as cheaper. The saved cost of communication and maintenance of the communication system will be on a bigger scale. This will help companies in saving money that can be channelized in investments.

Elision has years of experience and a strong portfolio in serving small to large scaled businesses with omnichannel VoIP Solutions. VoIP engineers have expertise in developing the best omnichannel VoIP solutions. To discuss your requirements, contact us with your brief requirements.

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Top 5 Ways to Reduce Call Center Cost

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Top Ways to Reduce Call Center Cost

Reducing cost is one of the major factors used by the call centers to measure their success. Reduced costs result in increased savings. Saved money can be used in other operations to push growth and development forward.

In this article, we will talk about different ways to reduce call center costs that can effectively help you reduce expenses.

1. Monitor activities of agents in real time

It is necessary to assure the best performance of agents and even more necessary part of the action in any call center is to make sure that all customers are treated well. At any cost, customers should not feel offended or treated.

Furthermore, it is necessary to keep eyes on agents to make sure they are utilizing their time productively. Advanced call center solutions provide real time monitoring to supervisors and agents. They can make sure each agent is using his time in handling calls and other productive operations.

2. Help in real-time

Call centers often invest a significant amount of money in agent training and coaching which is obviously mass training. It definitely helps in improving skills, but this approach might not be that effective in taking care of identifying the weakness of an agent and working on the same.

Thus, real time monitoring and real-time help can make a bigger difference. You can use various features of a call center software solution which is designed for this operation only. For example, whisper and conference calling features are available to coach agents in real-time about handling calls.

3. Train agents to perform better

As mentioned earlier, real time agent training and coaching is necessary to save time and ultimately money. At the same time, periodic training helps in increasing and sharpening skills in the call center software.

Thus, it is necessary to take training sessions to improve the skills of the agents so they can perform better and save costs spent on long calls, frustrated customers, and lost business.

4. Minimize the cost of the loss of business

The cost of losing an existing customer is way higher than acquiring a new customer. Thus, it is necessary to make sure that your customer care services are the best. The agents have to make sure that the existing customers receive the best services and that also on time.

The first call resolution ratio has to be high in the case of existing customers. You must take the required actions to assure higher customer retention ratio

5. Minimize cost on recruitment

Call centers spend a significant amount of money on recruiting the most skilled agents. Furthermore, call centers invest in sharpening those skills of agents with training and coaching. When a skilled agent leaves the call center, it creates a huge gap in the organization.

Moreover, the cost of recruiting a new agent is quite high and tedious. Thus, a good idea is to retain agents and other staff members so expenses in the recruitment process can be saved. One can keep awards, rewards and some fun activities to keep agents motivated.

These are the top 5 tips to reduce call center costs. To put efforts in the right direction, it is necessary to make sure you use feature rich call center software like DialShree. For more details, contact us.

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How to Optimize Your Omnichannel Strategy?

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Optimize Your Omnichannel Strategy

In modern times, many businesses and brands have adopted and executed the omnichannel approach for providing a seamless customer experience. However, most of these businesses do not have a proper plan chalked out for the omnichannel approach.

In order to deliver the customer experience that your customers expect from you, it is crucial to plan well in advance as to how the channels will function, their management and quality checks for efficiency.

What is the omnichannel strategy?

Omnichannel strategy is a way or means used by organizations to improve customer experience. It is a multichannel approach implemented by many brands to provide customers with a seamless purchasing experience across all platforms, be it online shopping through websites, mobile apps or purchasing offline by visiting the stores.

The omnichannel consists of strategic customer touch points across many channels allowing the customers to start at the same point where they had left off on the previous channel.

The omnichannel strategy involves seamless integration of the different channels that a brand uses to communicate with its customers. In a nutshell, omnichannel is an effective approach for sales and marketing by providing the best customer experience.

Mentioned below are the practices to be followed by any business or brand to optimize their omnichannel strategy:

1) Selecting the channels wisely

Depending on key information like the number of inquiries received each day or the number of hits or traffic the social media platforms receive, it is possible to plan how the channels are to be utilized. For example, if a large number of calls are being received, it would be wise to make use of channels like live chat, Twitter, Facebook, etc.

These channels are not only cost effective but help to provide customer support at a faster rate in comparison to the voice channel. Also, if the customers are visiting your website or app frequently for reading about new brand content, it would make sense to invest time here rather than other channels. It’s all about being where your customers are.

2) Communicating to the customers’ ways of reaching out to you

It is vital that your customers know when to contact you and how to contact you. For this, your website should have a list of all channels on which your business is active. It is also important to mention the support hours so that the customers know when to contact you.

3) Synchronization of all channels

The omnichannel strategy will only be successful if the customers are able to seamlessly switch over from one channel to another. It is essential that a customer can shift from one channel to the other without wasting valuable time and repeating the same information again.

A CRM tool is an effective solution to achieve this as it would help in maintaining a centralized database of customer information. It will also allow the executives to make real-time updates in the system.

4) Empowering and training the agents effectively

One needs to understand that every channel is different and requires different skill sets. For example, email and live chat support would require excellent written communication skills, whereas voice calls require effective verbal communication skills in order to create bonding with customers. The focus must be on training the agents well, according to the channel allocated to them.

5) Analyzing the efficiency of all channels

Data analysis is vital in order to check whether the omnichannel strategy is working properly or not. The functioning of all channels must be analyzed on the basis of various key performance indicators (KPIs). If a channel is not functioning up to its mark or lagging behind, then steps must be immediately taken to identify the loopholes and bring in the required changes to get the channel working effectively in full swing.

If you are looking for omnichannel solutions, contact us.

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Top 3 Must Use Tools for a Call Center

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Must Use Tools for a Call Center

Call centers are a lifeline for many businesses. Some businesses outsource their call center business to full-fledged call centers and some set up an in-house call center to take care of call center related operations. In any case, the call center has to use top solutions and tools. They can’t rely on the traditional telephone to provide call center services.

Now, the question is, which are the must-have tools to make sure the call centers provide effective services within the minimum time to the customers so the revenues and ROI, both can be increased. Don’t worry, in this article, I will share the top 3 tools that can prove to be the best tools to leverage the benefits of having a call center.

1. Call center software

Without a doubt, the first tool needed by any call center is the call center solution. One has to invest in the call center software and required infrastructure. This solution comes with a wide array of features. These features are necessary to create a business that is streamlined. It comes with different call routing rules, dialers, coaching, reports, and relevant features to benefit the call centers with the most advanced tool to take care of any and all call center related operations.

2. Live chat solution

Whether you believe it or not, the call centers in today’s era need to have live chat software. Why? Well, the simplest reason is this is customer demand. Millennials prefer to chat over a telephonic conversation. Also, there are many customers that used to be busy and don’t have time to call a call center and stay in the call queue until they get connected. On the contrary, they can add a message in the live chat and get back to their routine until the agent responds back. This is easier for them and also save time. Thus, a live chat solution is very important for any call center. The companies need to invest in the white label live chat solution to receive a wide range of features such as transfer chat, group chat, etc.

3. CRM system

The customer database has to be managed in the CRM solution. This helps in many different ways. A company can have a clear track of the customer. Also, the company can take benefit of the customer journey and relevant digital marketing steps to increase customer engagement. The company can also use the information stored in the CRM solution to run various call center campaigns. During the live call, the agents can use customer information to provide personalized comments to the customer. Due to all these benefits, the CRM system is one of the top 3 and must-have solutions in the call center.

We, at Elision, offer all 3 of these solutions for the call centers. We also provide integration of all these 3 solutions in a way that the customers can make use of these systems within a single sign-on. For more details, contact us.

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Call Center CRM Integration Enhances Performance

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Call Center CRM Integration Enhances Performance

Call center software is an amazing tool for customer relationship management and lead conversion, both. The call centers, BPOs and KPOs run their businesses on the call center solution only. The businesses, on the other hand, use the Customer Relationship Management (CRM) solution to manage the records of the customers and use traditional telephony devices to make a call to convince the prospects and take care of customer queries.

The call center software is excellent for effective calling, but it is not that enough for managing customer-related records. On the other hand, the CRM system is excellent for customer record management and takes related actions, but it doesn’t have any mean for effective calling. Do you know what the best solution is? The best solution is the Call Center CRM Integration.

It integrates the call center solution and CRM system. The call center CRM integration provides a facility of using features of the call center solution and CRM system within a single sign-on. This integrated solution can be used by any company and it provides a lot of benefits. One of the benefits of call center CRM integration is an increase in performance.

The executives of the company can take benefit of the call center software within the CRM system. The call center CRM integration provides click to call facility within the CRM solution. This means the executives just need to click on the contact number and the call center solution will generate a call within the window of the CRM system.

The executive will have all the information and details of the customer in front of him along with the dialer of the call center software. This way the executive can provide a better experience to the customer or lead. He doesn’t need to dial a number manually. He also doesn’t need to switch among multiple systems and files. Everything is in front of him. This is how the call center CRM integration enhances the performance of the executives in the company.

If we talk about the call center, the call center CRM integration integrated the call center software and CRM solutions. Thus, more details about the lead can be saved within the system. When the agent calls the customer, he can provide a more personalized pitch to the lead.

This increases the chances of lead conversion. On the other hand, the features like the sticky agent and skill-based routing with the customer information popup from the CRM system helps in increasing customer satisfaction. This way the call centers can gain benefits of increased productivity and results.

In a nutshell, the call center CRM integration integrates two powerful systems into the one. This way, it creates uniform data management and calling operation management. This collectively increases the performance of the individual employee as well as the whole organization.

We offer call center CRM integration services. We integrate any open source or third-party call center software with the CRM system. For more details, contact us.

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DialShree: Best Call Center Solution for Indian Call Centers

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Dialshree Best Call Center Solution for Call Centers in India

India is one of the countries which have many BPOs, KPOs and call centers. The country has many well established call centers as well as it has many emerging call centers. As we all know lifeline of any call center is the call center solution. Thus, we would like to share about one of the best call center solutions for Indian call centers. We are talking about DialShree.

DialShree is used by many big brands in India such as, Tech Mahindra, AEGIS, CarDekho, PMC bank, Prudent, SVC bank, TATA Housing, CIMS, IndusHealth, etc., which prove its worth as the best call center solution India. I would be glad to share the top reasons which make it the best call center solution India and makes us the best service provider.

TRAI Compliant

We have developed this call center solution by keeping the rules of Telecom Regulatory Authority of India (TRAI) in mind. It means it adheres all law an Indian call center should follow. It works on both, PRI and SIP lines. Also, we have been offering the call center software to Indian customers for more than a decade, so we will guide you to set up the call center by keeping all aspects in place. This assures you don’t need to worry about the legal aspects.

Turnkey solution

We are the only service provider that offers a turnkey contact center solution India. We not only provide the call center software, but we also provide all required hardware to set up the call center. It means you will have a single vendor who will take care of your complete need. You will not need to find and manage multiple vendors.

On-site services

For call centers in India, we offer on-site services, if requested. It means our VoIP experts will come to your premises to install the call center solution along with the hardware. They will make a complete setup for you. Furthermore, if you want ongoing support, we put the on-site engineers as well. Again, we are the only service provider in India who offer this service.

Feature rich call center solution

Our call center solution is provisioned with all required features. In fact, it is one of the most advanced contact center solution. There is not any single feature which you would miss in the DialShree.

Scalable call center solution

We have developed DialShree in a way that it offers amazing scalability. Here, we are not talking about only increase of agent seats and concurrent calls, but we are also talking about the functional scalability. You can integrate any third party API or software within it to increase its power.

For example, web form integration will add all leads from your web form to the call center solution to run a calling campaign. The social media integration will fetch all leads and add in your call center software to run a campaign on it.

Affordable rates

We understand everything should fit into the budget. Thus, we have made sure that you get all required features in our call center solution and we have kept the advanced features separate to provide the additional value added functions as modules. This way the call centers in India can decide which additional features they want and pay for only those features.

These are the top 5 facts which make DialShree the best call center solution India. It has already proven its worth in the Indian call center market by being the lifeline of our clients that use it in their call centers. If you still have a doubt, contact us to get a free demo and answers to your questions.

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Single Line Two Functions: Calling and Faxing

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Single Line Two Functions - Elision

General scenario of using the phone and fax services is to use two different numbers: One for the Phone aka Voice calling and another for the Fax. What if I say you can take benefit of both of these applications, calling and faxing, via single number.

Just one main business number that you can use to make and receive calls as well as to send and receive fax! Unbelievable!?. This is possible. We have made it possible. We are known for our innovative solutions.

We are proud to say we offer the most advanced communication and collaboration solutions and now we have come up with the solution that can resolve concerns related to handling different numbers for call and fax related operations.

Our engineers have invented a solution that they can implement for you as well. Once we deploy this unified communication solution in your telecom infrastructure, you can use a single line for both calling and faxing. This will bestow many benefits for your organization.

Let me share the top 3 benefits of using a single line for calling and faxing:

1. Ease of Management

When you have a single contact number for all different communication related operations, the management will be easier. Not only for your own organization, but also for your customers! They will not need to manage multiple numbers and juggle with those different numbers to reach you. This will also increase customer satisfaction (link).

2. Reduce Cost

This is a simple fact when you will remove a separate fax line, you will not need to bear any cost related to that number. It will remove your recurring expense of retaining that number and related infrastructure. This will be a significant reduction in the cost.

3. Increase ROI

As you can sense the single line for the call and fax will remove additional hassles for both, your employees and your customers. This will reduce additional efforts for communication and management.

Thus, you can enjoy increased productivity. On the other hand, the customers will be happy and satisfied. This will help in increased repeat and referral business. As the cost gets reduced, you will enjoy increased returns over investment.

The configuration to deploy this functionality is seamless. Your communication infrastructure will not need to face any hiccups. Contact us to discuss more about this feature and how we can help you integrating this in your infrastructure to empower the unified communication.

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Top 3 Ways Voice Logger Solution Flourishes Tech Support

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3 Ways Voice Logger Solution Flourishes Tech Support

Technical support aka tech support is a tricky job. It needs multiple skills such as great communication skills, advanced technical knowledge, interpersonal proficiency and more.

The technical support engineers need to be polite as well as they need to explain the solution in an easier way so the customers can get the required solution. To meet the required expectations of customer tech support and performance expectations, your technical team must be provisioned with advanced tools such as,

  1. Contact center solution
  2. Contact center CRM Integration
  3. Voice logger solution

Each tool has its own pros and it contributes in quicker issue resolution and increased customer satisfaction ratio. In this article, we will talk about voice logger aka call recording software and how it benefits the technical support department of the company.

What is Voice logger solution?

It is call recording software that can be used with any software. There are also voice logger hardware and mobile app that can be used with the fixed line or Smartphone. The voice logger solution will record all technical support calls. These calls can be listened online or can be downloaded by the authorized person.

Let’s explore top 3 pros of a voice logger solution for technical support:

1. Product Enhancement

The voice logger solution will record different calls to log the details about different issues and concerns faced by the clients. This will give huge data and traces to analyze the common pitfalls in your software or product.

By analyzing these tech support calls, you can easily find a trail or pattern that is a roadblock and by resolving that you can not only reduce the support efforts, but you can also enhance the product to get a competitive edge and benefits.

2. Service Improvement

The voice logger solution can work amazingly to understand the user expectations and customer behavior. You can create customer avatars based on their interactions with the agents.

Furthermore, you can review the performance of your technical support engineers to identify their weaknesses and strengths. These details will help you to create and conduct effective training programs for your staff.

You can also use the keyword sporting tool in amalgamation with the voice logger software to see the alarming words used by your tech team and you can take required actions to control the quality of the calls.

In a nutshell, the voice logger solution will give a clear pathway to improve your services and customer experience for sure.

3. Dispute Management

Nobody likes to deal with a situation of dispute, but it is impossible to escape from it. We all need to tackle such situations and often it goes with never ending conversations and blame games.

If you use voice logger solution, it will make the dispute resolution easier. You will have solid evidences to cross check the conversations and allegations.

Moreover, you can share the same with your client to make the picture clear based on the hard evidences. It will lead to a solution quickly and help the management team to handle such situations.

These are the top 3 advantages of using voice logger software as an integral part of tech support.

Looking for a reliable voice logger solution? Get in touch.

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