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Why Businesses Need an In-house Call Center?

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Importance of Call Center for Your Business

Earlier, only big enterprises or companies that specifically work in the call center industry used to have an in-house call center, but this is not the case anymore. Now, startup, small businesses, hospitals, banks, and almost all businesses and organizations have started setting up an in-house call center.

Now, access to a call center solution and using that software is extremely easy. This is one of the reasons behind increasing in-house call centers, but this is not the prime factor. Let us share the top 3 reasons why businesses need an in-house call center. These reasons are prime contributors to the increasing number of in-house call centers.

1. Post-sales services must be good

Whether you run a business that offers recurring services or you run a business, which provides one time services, post-sales service has to be excellent. In this era, customers are more aware of their rights as well as they have platforms to share their experiences. It has been witnessed that even if many people do not share a positive experience, but if something goes wrong, they will share that on different social media and other platforms.

These negative reviews and shares can badly affect the business. Thus, it is necessary to provide satisfactory after-sales support. You know your products and offerings better. Thus, it is necessary to set up an in-house call center by using a call center solution or call center services and deliver reliable after-sales support.

2. Retaining a customer is tough

Customer retention is necessary, but it is tough. In all industries, competition is extremely high and profit margins are quite low. To make sure you retain your clients, you need to stay in touch with them, listen to their issues, and provide them the required support and reasons to stay with your company.

With an in-house call center, various business campaigns become easier to run such as:

Having an in-house call center will not only help in retaining existing customers, but it will also help in increasing business and revenues.

3. Keeping confidential information confidential is necessary

In customer care or lead generation campaigns, agents use data of customers such as phone number, interaction history, email address, etc. Outsourcing call center related activities to third party business definitely create some risks of data loss. Even if you have a contract, there are still certain risks of data theft or data loss.

Also, it is tough to assure you get the service you are looking for. On the other hand, if you use a call center solution, you do not share data with anyone else. Furthermore, to keep the data completely confidential, you can encrypt contact details, so even an in-house team cannot misuse that data.

Conclusion

To run a business successfully, each business needs to run customer care and lead generation campaigns. Having an in-house call center overcomes multiple concerns and helps you increase business.

We offer a call center solution as well as call center services. Let us explain more about the call center in your business and what could be the next step. Contact us.

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How to Take Advantage of Omnichannel Call Center Solution?

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Tips to Take Advantage of Omnichannel Call Center Solution

Traditionally, call centers used to use a call center software solution with a single channel of communication, which is, voice calling. However, in modern times, there are many innovative features that are introduced in this software. The omnichannel call center solution is the most innovative and also the most popular software these days.

There are many benefits to using it. By using this type of call center solution, you can give support to your customers through multiple communication channels, including, but not limited to:

  • Voice calls
  • Video calls
  • SMS
  • Live chat
  • Email
  • WhatsApp
  • Facebook
  • Twitter
  • Fax

It is recommended to use an omnichannel call center software solution to gain competitive advantages. If you have already got the one or all ready to get it soon, you must make sure that you make maximum use of it and take real advantage of having an omnichannel call center solution.

To help you further, here are some of the tips, which you may apply to leverage multiple advantages of having an omnichannel call center solution:

1. Inform customers that you use omnichannel

As mentioned earlier, call centers have been using a call center software solution, which supports only one communication channel, which is the voice. Thus, it is difficult for your clients to know that you now support unified communication channels. To make sure they get to know about it, you need to inform them using various techniques such as:

  • Run an outbound campaign to inform them about omnichannel support
  • Add an IVR message that informs callers about it while they are waiting in the call queue
  • Use each communication channel to reach out to the customer to let them know that you use this channel as well for communication. For example, as soon as you get call center WhatsApp integration, you can send a WhatsApp message to each customer that your support is now available on WhatsApp as well.

According to the available resources and your business strategy, you can use any of these methods to reach out to the customers and let them know that you offer support via different modes of communication.

2. Inform prospects

Prospects might be your audience that is still thinking to use your service and not yet using. Letting them know about the use of omnichannel communication channels can help in increasing sales. You can use any or all of the following methods to inform them:

  • Run digital marketing campaigns
  • Put a web banner on your website
  • Add an IVR for the callers in the call queue

3. Train agents

You must arrange training for all your agents to understand the usage of different communication channels at different events. For example, documentation has to be sent via email and a quick chat can be carried out on WhatsApp. They also must use different communication channels as per the event, which will encourage customers to use different channels as well.

If you are still looking for an omnichannel call center solution, contact us.

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Why You Must Shift to Cloud Call Center Solution?

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You Must Shift to Cloud Call Center Solution

Cloud call center solutions are in use for ages, but now people are adopting it massively. If you are still thinking about whether you should shift to a cloud call center solution or not, this article will help you resolve this dilemma.

In this article, you will learn about the top 5 reasons to shift to a cloud call center solution:

1. Go remote or onsite, whichever approach you like

Cloud call center solution is your call center software installed on cloud space instead of in-house servers. It takes all IT infrastructure with this software on the cloud space. It means with the valid authority, you and your staff can access the call center software from anywhere. There are built-in security mechanisms available in major cloud hosting players such as Google Cloud, AWS (Amazon Web Server), etc. Moreover, your provider or network professional who installs the software on the cloud will enable further security walls to make sure the software, data, and their access are always well protected.

This lets you adopt a remote or in-house working environment based on your convenience. You can also shift from one to another without any extra steps. This is the flexibility of cloud software.

2. Enjoy the benefits of quick scalability

You do not use hardware to host and run your cloud call center software. Thus, scaling up the software is very easy and super fast. You can, in fact, scale up and scale down quickly. For example, if you are handling festival traffic, you can increase the capacity of handling call volume. As soon as the traffic decreases, you can scale down the capacity.

If you want to install one more instance of a call center software for another branch of your call center, you can make it live in some hours, unlike on-site call center software installation, which may take days or weeks.

3. Pay as you go

One of the amazing benefits of using a cloud call center solution is the pay as you go model. This model is not available with all cloud hosting providers, so choose one wisely. You can also take the advice of your call center software provider. For example, AWS offers the pay as you go model. Thus, you only pay for the usage of the software unlike physical servers, which demand a fixed cost.

4. Reduce maintenance expenses

The cloud call center solution setup keeps everything on the cloud. You will not have any hardware related to this software to take care of. Of course, your agents and supervisors may use computers, headphones, etc. However, there will not be physical servers to handle the software. Thus, you will not need to invest much in maintenance.

5. Adhere major compliances

Renowned cloud hosting providers know different compliances and legislation set for different software and its usage. Thus, they usually adhere to all compliances such as HIPPA, TRAI, etc. Depending on the country you use the software and the cloud hosting provider you use, you might need to take some more steps to enable these compliances. Some make them default for all.

We offer a cloud call center solution. Contact us to know more about it and to get it.

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Use Cases of Video Conferencing in Healthcare Industry

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Video Conferencing in the Healthcare Industry

Video conferencing solutions are used in all different industry verticals. It is an amazing tool for remote communication and collaboration. One of the industries which can leverage a plethora of benefits by using this software is the healthcare industry.

There are many articles written on the benefits of a video conferencing solution for the health care industry. Thus, we are not going to repeat the same. However, we will share more details on another important topic, called, uses cases of video conferencing solution in the healthcare industry.

There are many uses cases of this solution in healthcare and all of them cannot be covered in a single article. Thus, we are going to discuss the top 3 utilities of a powerful video conferencing solution such as MassMeet in the healthcare industry.

1. Better telemedicine

Telemedicine has been in use for many years. Telemedicine means providing remote medication via telephone calls. It is usually offered in the villages and distant areas where the health care facility is not in reach of people. Video conferencing solutions can be used to provide better telemedicine facilities as here, doctors can also see symptoms in patients to give better medication.

2. Remote healthcare training

The healthcare industry is vast. In different parts of the world, there are different institutes that work on different aspects to improve the health of humankind and other animals as well. Traveling to world conferences and seminars is quite expensive and everyone cannot afford that.

Thus, remote healthcare training sessions can be conducted by using a video conferencing solution. Healthcare experts can conduct training to treat different diseases, various research and development facts carried out in the healthcare industry, etc.

The video conferencing solution not only provides an inexpensive and time saver mode to connect all healthcare professionals from any nook or corner of the world, but it also provides various other features to make these healthcare training sessions more enriching.

For example, conference recording is a feature that records the video of the training, which can be later emailed to all participants and even to those who missed participating in it.

3. Meetings and roundtable discussion with the world healthcare leaders

In the health care industry, there are various organizations, NGOs, and other institutes, which work in various areas and carry out different studies, innovations, etc. These findings need to be shared with other professionals in this industry, so they can also take advantage of it.

Also, there are some common issues related to healthcare that need to be discussed by the global healthcare leaders. For these and many similar agendas, healthcare leaders or officials in a country or around the world arrange discussions, meetings, and roundtable discussions. Using a video conferencing solution like MassMeet, these discussions and meetings can be arranged virtually to provide many other advantages to the presenters and participants.

In conclusion, there are many use cases of video conferencing solutions in the healthcare industry. We offer one of the most advanced and feature-rich video conferencing solutions, called, MassMeet. Contact us for more details.

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Why VPN Access to Call Center Solution Is Not the Right Choice for Remote Work?

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Avoid VPN to Access Call Center Solution Remotely

A majority of call centers are adopting work from home work model similar to many businesses. There are two effective ways to securely access call center solutions from remote locations, so agents and supervisors can work from home.

  1. Access call center solution via VPN (Virtual Private Network)
  2. Use cloud call center solution

Generally, accessing call center software via a VPN sounds like an easy option, but let me tell you, it is not the right thing to do.

Let me explain the top reasons to avoid using VPN access to the call center software:

1. Waste of time

People are adopting remote solutions because of the pandemic faced in the world. Majorly businesses are in ongoing mode and they want to resume the operation earliest possible. Thus, it is necessary for businesses to reduce time overhead. To set up a VPN access to a call center solution, one needs to wait for some weeks unlike using a cloud call center solution that can be up and running within some hours.

Furthermore, you need to train teams to use VPN access to work remotely, and then, agents and managers also need to set up a VPN which would take 30 to 60 minutes at minimum, which further waste significant time.

2. Poor quality of service

In any call center, QoS (Quality of Service) is very important. Customers must not hear degraded voice quality. Also, they should not face call disconnect issues due to bad line. With the VPN based remote solution, unstable connection and poor call quality are often experienced by team members.

3. Scalability issues

Call centers have started working with limited staff even if working from home. Thus, you might start working with some agents and managers on a few campaigns. It means there are fewer members and fewer calls to handle.

However, gradually, you would increase agents as well as calls may get an increase. Here, you need to scale up the capacity of your call center solution. VPN needs to get set up for more users and more calls, it is a time consuming process and you cannot quickly scale up call center capacity which may hamper your business.

4. Waste of money

VPN setup has to be configured by experts only and it is a time consuming job, so it will be expensive to set up a VPN for call center solution access. Moreover, you need to train agents and managers to use it securely which further wastes time on technology training.

Also, the maintenance and operational cost of a VPN based system is quite high compared to a cloud solution which lets you enjoy cost benefits.

5. Temporary investment

As we all know a majority of call centers are adopting work from home model because they want to keep staff safe from the Coronavirus. All resources invested in VPN would be wasted once your resume working on-premises when the Coronavirus gets under control. Thus, investment in VPN would be wasted.

Thus, instead of investing in a VPN, you better get a work from home add-on, a call center dialer mobile app, or a cloud call center solution. Contact us to know more.

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Tips to Use Skills based Routing Efficiently

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Tips to Use Skills based Routing Effectively

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.

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DialShree Mobi and Its Top Benefits

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DialShree Mobi and Its Top Benefits

DialShree Mobi has started benefiting businesses that use call center solution and want to take advantage of a remote working model. In this article, you will learn more about it.

What Is DialShree Mobi?

It is a call center dialer mobile app. It is one of the leading mobile applications available for the call centers and similar businesses that run inbound and outbound calling campaigns.

DialShree Mobi is now also available in the Google Play Store and registered DialShree Mobi users can start using it to run inbound and outbound calling campaigns via their Android phone. This mobile app is beneficial to the users of DialShree: Call Center Solution.

All features available to agents in a web panel are now available in this mobile app. If a call center or a business uses the omnichannel call center solution, then agents will be able to access all omnichannel features such as email, SMS, WhatsApp messenger, etc. in this mobile app.

To know more about DialShree Mobi, Read our latest news on the Launch of DialShree Mobi.

What Are the Benefits of Using DialShree Mobi?

There are many benefits of using this mobile app of call center dialer. Let me share the top 3 benefits of using this call center dialer app.

1. Successful remote call center operations

Virtual call centers are becoming more and more popular. There are many benefits of running a call center with a team of remote agents that are working from home. Nowadays, there is hardly anyone who does not use a smartphone. On the other hand, there can be people who do not have a computer or laptop.

Adopting a mobile app for call center solution helps in letting agents work from home with ease and comfort. DialShree Mobi empowers companies to run call center operations, whether it is customer support or telesales swiftly in a remote environment.

2. Save money

DialShree Mobi is a mobile app which can be used via a smartphone as any other app. One does not need to invest in additional hardware, software, and applications otherwise needed to install, use, and manage a call center solution.

Moreover, there is no maintenance cost related to the DialShree Mobi app as it is accessed via the smartphones of agents. All these save a significant amount of money for call centers.

3. Keep everyone safe

Nowadays, the world is moving through a very sensitive phase. COVID 19 has put everyone in a weird situation. People and the governments definitely take all the required steps to run business, but still, there is some sort of uncertainty about the safety of everyone.

Thus, in a call center or any company, it is necessary to take all the measures to keep team members safe. However, even after taking multiple safety measures, still, there are chances that people may get infected and spread the same in other team members. By using DialShree Mobi, call centers can let agents work from the safe environment of their houses.

Interested in knowing more about the DialShree Mobi app? Contact us.

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Top Benefits of Video Conferencing Solution during the Pandemic

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Top Benefits of Video Conferencing Solution during the Pandemic

It is pretty evident that Coronavirus is here to stay. Nobody knows how long will it take to get rid of this deadly virus, but one thing is pretty clear that we all need to learn to live with this virus. In many parts of the world, lockdown is lifted.

Each government has enforced different safety measurements such as work with half of the workforce and avoiding visitors as much as possible. Even if lockdowns are lifted, people prefer to stay in their houses to be safe. Here, video conferencing solutions have come up as saviors for many businesses.

A feature rich video conferencing solution such as MassMeet is not only empowering businesses to combat the COVID 19 pandemic, but it is also benefiting them in multiple ways. Let me share the top pros of using a video conferencing solution, which is a web-based solution.

1. Ongoing communication

One of the safety measures to stay safe from COVID 19 is keeping social distance. Another one is wearing masks to stay safe and keep others safe as well. Business communication by following these two safety measures is difficult. The companies cannot effectively communicate with team members or with customers, partners, vendors, etc.

A video conferencing solution can be very effective in dealing with the situation. Everyone can open a web app of video conferencing solutions such as MassMeet and attend a video conference. Social distance is maintained pretty well and nobody needs to wear a mask as they can attend a video conference from their houses. This helps in keeping communication ongoing and of course effective.

2. Business does not stop

Communication is an inseparable part of any business. COVID 19 has changed the business communication used to take place. More and more businesses have started adopting web conferencing solutions that offer a wide array of features to run a video conference.

The video conferencing solution makes sure that businesses can keep the communication going on, take the required decisions, entice more customers, and convert more leads.

3. Cost-effective solution

A video conferencing solution is available at very affordable rates these days. You can use monthly video conferencing services or you can also get a white label video conferencing solution such as MassMeet at very budget friendly rates.

Moreover, the advanced video conferencing solutions are easy to use and manage, thus, you do not need to pay for ongoing technical support until and unless there are multiple users and you deal with certain technical issues. Moreover, maintenance cost is minimal to null for this kind of video conferencing solution.

Conclusion

Video conferencing solutions have introduced a more engaging and safer way of communication to the businesses. Professionals can keep running their business and take advantage of ongoing communications using these software solutions and that also in their budget. The pandemic combating is made easy by such powerful communication solutions.

We, at Elision, offer the most advanced yet affordable video conferencing solution, called, MassMeet. To know more and book a demo, contact us.

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Why Call Centers Must Use Data Verification?

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Importance of Call Centers Must Use Data Verification

Call centers need to deal with massive data in their day to day operations. Each call and each conversation are important in a call center. This is the reason, call centers invest heavily in talented agents and the best call center solution. Furthermore, call centers invest in ongoing training of their team and upgrading their tools and processes.

Do you know call centers can further excel in the performance by using the Data Verification module?

In fact, it is very much important to use it.

Data Verification is an add-on, which can be added to a call center solution. It verifies each lead, specifically, phone number and email address for its existence. It verifies its correctness.

There are many reasons a call center must invest in it, let me share the top reasons in detail.

1. Save resources

The normal process carried out in a call center is, all contacts get added in the call center solution with an auto dialer such as a predictive dialer. The call center dialer attempts to call each number added in the lead list to be contacted. Even if there is a fake number, the call center dialer will try to contact that as well by dialing it.

This will waste the efficiency of the call center software by calling a fake number. If during this time, an agent is free and waiting for the next call, this will waste his time. This way, multiple resources get wasted if call centers call fake numbers or the numbers that are wrong, for example, one digit is missing in a phone number.

By using the Data Verification add-on, all fake numbers can be removed from the lead list. Thus, the call center dialer will only call real numbers, and agents will also be occupied on the live calls. This is how multiple resources can not only be saved, but also better utilized.

2. Define better campaigns

The Data Verification add-on not only offers phone number verification, but it also gives much more information related to it. For example, one can get to know the country, region, country code, international calling format, and international calling possibility, carrier, type of the number such as landline, mobile, or VoIP, and much more information. This information can be used to group these numbers and run more specific and strategic campaigns.

3. To enjoy lifetime benefits in a one-time cost

As mentioned earlier, Data Verification is an add-on for a call center solution. It means one can get it with a one-time cost. Once this add-on is added in the call center software, the call center can verify the phone number and email address on an ongoing basis. Thus, by investing once in it, you can enjoy lifetime benefits.

Data Verification is not just an add-on, but it is a whole functional solution that can be integrated into the call center software to benefit call centers. We have this powerful solution to benefit your call center. To know more about it, contact us.

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How to Identify Customer Pain Points in Call Center?

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Identify Customer Pain Points in Call Center

The major responsibility each call center needs to handle is satisfying customers. In this era of having too many competitors, a pool of information, and rapidly changing demands, it is not easy to delight a customer. The call centers need to walk a long way for that.

Along with acquiring a talented team and feature-rich call center solution, the call center also needs to take many important steps. One of them is identifying major pain points of customers. Knowing their problems aka pain points help in taking effective steps to remove or reduce the pain points and improve customer satisfaction.

In this article, I will share the top tips that will help you identify the customer pain points:

1. Know your customers and give personalized services

A call center caters to many customers. Each customer might not be the same. Thus, giving the same responses and using the same way of customer handling might not be effective. A more strategic and effective approach would be grouping customers based on various factors by knowing them.

By doing this, you can create different personalized call scripts to attend different types of customers. Moreover, you can also use different types of call routing rules as per the group of customers.

2. Use KPIs to identify the pain points

The call center solutions often provide different KPIs (Key Performance Indicators), which can be used to monitor various performance indicators. Usually, the reports section in the call center solution provides these KPIs and the required data. In this case, to identify customer pain points, you need to look for the following metrics:

  1. Call abandoned ratio
  2. Average call waiting time
  3. Average call hold time

All these three metrics are correlated and often display a clear fact that the number of agents is not sufficient to handle the call volume. Also, it indicates that agents need further training to cater to the customers.

3. Take extra steps to remove customer pain points

If you really care for your customers, you need to walk extra miles and it is worth it for sure. The call centers win with the volume of customers and that is why it is necessary to put extra effort into removing customer pain points. One of the common concerns of the customers is that the agents are not skilled enough to handle their issues and questions. In this case, training agents about the products to acquire better knowledge can be very helpful.

Moreover, the call centers can invest in call center CRM integration, so agents can know the customer issues and customer behavior with the complete record of him and that way cater to him better.

4. Ask customers what are their pain points

There is nothing wrong to ask customers about their experience with the services you provide and what more they expect from you. A call center solution offers a survey module, which can be used to run a survey and ask customers about their preferences and suggestion. Based on the survey, practical suggestions can be used to further enhance customer care services.

If you are looking for a call center solution that can help you remove these pain points, contact us.

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