How to achieve operational efficiency with call center solutions?

Why Call Center Solutions Are Superior Than PBX Solutions?

Are you unsure if cloud PBX or cloud contact center solutions will meet your business’s needs and assist your agents? The answer is contingent on the size of your company.

A PBX solution has limited capabilities and is only appropriate for small businesses. However, when it comes to scaling up, contact cloud-based software easily outperforms a Real PBX solution.

Let us break it down for you.

What Is Call Center Software?

Improve communication with **call center software**

A call center software is a tool that helps a call center improve its effectiveness and efficiency by facilitating interactions between customers and contact center agents. The main purpose of call center software is to route customer calls to agents, allowing them to make more effective outbound calls. They also assist in the tracking and reporting key metrics associated with those interactions. It can also route contacts across channels such as email, chat, SMS, social media, etc.

It also facilitates the recording of customer-agent interactions and customer satisfaction survey tools.

What are the key features of call center software?

Smart dialers
Call distribution by computer (ACD)
Route optimization
List administration
Management of campaigns and mailing lists
Live, historical, and customized reporting
Call recording and quality monitoring
Call history database
Speech recognition and text-to-speech
Scripting for agents
Importing data

What Is A PBX Solution?

Private Branch Exchange (PBX) is a private telephone network that allows users to communicate with one another. A PBX manages the routing, and advanced calling features for mostly inbound calls and operates a company’s internal telephone network.

What Are The Features Of A PBX Solution?

All employee extensions are listed here.
Voicemail for employees or departments
Put callers on hold with music or personalized messages
Conference Calling and Call Transfer

Here is why call center solutions is better than PBX solutions

PBX Solutions vs contact center solutions

1. Smart Features For First-Call Resolutions And More Productivity

Cloud-based call center software is more intelligent than a traditional PBX system. Call center software includes smart features such as advanced routing and agent support to improve agent productivity and first-call resolutions.

It has advanced routing mechanisms that simplify managing complex routing rules like a sticky agent or routing based on skills, geography, and other factors.

Knowledge base integration, whisper coaching, advanced auto attendants, and IVR are among the available agent support features. As a result, customers can speak with the appropriate agent right away and have their issues resolved.

2.Cost-effectiveness

A dedicated employee is required to maintain and operate PBX systems. To keep it running, you’ll need a full-time employee.

Starting a contact center with a PBX system can cost a business anywhere from $1,000 per user in up-front costs. And that’s before you factor in setup and installation costs.

Monthly service and maintenance fees should be added to the cost of purchasing the equipment.

Call center software does not require a large upfront investment or setup fee. Businesses also benefit from the cost savings that call center software provides in various areas.

Outbound Campaigns With A Variety Of Dialing Methods

PBX supports only inbound calls and not outbound campaigns. While a good inbound call center software, outbound call center software has different diallers to assist you with the outbound process. Preview, Progressive (Power), and Predictive are the three different dialing modes.

Conclusion

If you are a small business with a growing team and do not need to track different metrics or make outbound calls, a PBX solution is a good choice. However, there will be higher upfront costs, and you will have to pay more as your team grows. Call center software on the other hand, is easy to implement, regardless of the size or type of your company.Ready to find the best call center software in India? Contact Aavaz for customized call center solutions that meet your current and future business needs.

Questions You Need to Ask Your Call Center Software Provider

Introduction

How can you accurately discern which supplier would best meet all of your business’s demands amid a congested sea of call center solution providers?

It’s critical that your solution gives you robust telecalling software–in this day and age, it’s also critical that you understand all of the moving elements involved in your operation. Your call center software in India should be equipped with all of the necessary telecalling software to function as the full backbone of your call center business.

Whether you run an SMB or an enterprise-level call center, the software you choose is a much bigger decision than you might realize.

To guarantee you’re investing in the call center training solutions, ask call center software the following questions as you research alternative options.

1. Will your software assist me in reducing my high agent turnover rates?

Why is this question important? High turnover rates have always plagued the call center sector. So call center managers would be wise not to install software that would inherently help your agents stay motivated on the job and reward them for their performance.

When choosing call center software in India, keep in mind how your agents will react to the change. By asking this question, you are inquiring whether the software contains business gamification, a tried and true approach to increasing workplace happiness and efficiency.

By rewarding agents for meeting KPIs, administrators provide agents with the extra push they need to meet the goals you’ve set for your organization.

2. Can you assist me in making my reporting less of a hassle and more automated?

Why is this question relevant? The only way to truly run a successful call center is to make data-driven decisions. However, you may not always receive the reporting your ever-expanding business requires.

Your reporting requirements may be automated with many other cloud-based call center software providers. As a result, all of your critical KPIs may be supplied to you immediately when you require them.

You will significantly weaken your entire operation by skipping this question and simply presuming that your provider will meet your reporting requirements.

3. Is your service able to connect me to tier-one call carriers?

Why is this question necessary? Call quality will be the most critical component underlying every call your agents make for your consumers. Poor audio quality leads to dissatisfied consumers, dropped calls, missed revenue, wasted time, and the possibility of agents misinterpreting vital information.

This can happen if call center software providers do not supply tier-1 carriers to their customers. Without tier-1 carriers, you are at a significant disadvantage compared to your competitors. However, a call center solutions India that connects you to tier-2 carriers may appear to be the less expensive and superior alternative.

This is an extremely crucial question to ask for two reasons:

1) As previously stated, not using tier-1 carriers will significantly reduce call quality. This will result in more dissatisfied consumers and a significant rise in the possibility of miscommunication between your agents and your customers/leads.

2) Tier-2 carriers will not connect directly to your contacts. Tier-2 carriers, in other words, serve as a middleman. While one may suppose that technical developments have rendered this quiet period unnecessary, this is not the case.

You are placing your sales efforts at a significant disadvantage if you do not use a tier-1 carrier. Call center solutions that employs tier 2 carriers face lull times; these pauses lead even the savviest dialers to believe that the carrier hopping is an unanswered call.

You could, for example, make a call using a tier-2 carrier. However, the system may hang up if it takes too long to connect the call. As a result, your contacts’ statuses will be incorrect. This will significantly contribute to poor contact rates and inaccurate reporting.

Conclusion

Transparency is essential in any industry, including call centers. You can get a clear picture of what you may expect from call center software if you ask them these questions.
Contact Aavaz immediately if you seek one of the top call center solution providers in India! Aavaz provides the best free virtual PBX system with cold call management software designed to your present and future business demands.

How do you provide supreme customer satisfaction with inbound call center solutions

Introduction

Maintaining consumers’ interest has become crucial in an era where customer experience is the ultimate flag-bearer of a company’s brand image. Whether it is about providing timely outgoing or inbound call center services to customers or reducing after-sales issues, optimum customer satisfaction reigns supreme.

Customer assistance via inbound call center telephony solutions is important because the agents are the ones who deal with leads, aka potential customers.

Here is how you can improve customer support with inbound call center training solutions.

Keep track of agent performance

Call center service agents who are highly skilled can deliver better and faster real-time assistance to your consumers. Monitoring the performance of your support staff using call center telephony solutions. Such solutions include real-time reports and analytics that will allow you to identify potential strengths and shortcomings.

Using call center training solutions will help the agents feel more confident about their skills. As a result, customers are getting serviced well.

Implement a customer engagement strategy

When making company decisions, a customer-focused strategy considers customers’ wants, comfort, and satisfaction. Prioritizing your customers’ interests in everything you do, from selecting solutions to setting management practices, can help you retain high satisfaction ratings and relations.

Uses advanced call routing technology

A well-organized call distribution system can help to avoid backlogs and excessive consumer wait times. Advanced call routing systems are typically included in a complete call center solutions package to manage call volumes automatically, eliminating the need for manned operators.

On Premises Call center solutions like Intelligent ACD systems with skills-based call routing can also distribute calls depending on preset parameters. This ensures that your caller has a tailored experience, which leads to greater customer connections.

Invest in advanced telephony solutions

A phone and a computer are sometimes all that is required for a call center. However, providing your call center with advanced call center telephony solutions will improve internal operations and improve client experiences.

Here are 4 essential inbound call center solutions

Let’s dig a little more into call center solutions and how you can utilize them to improve your customer support experience.

1. ACD (Automatic call distribution)

Call center outsourcing solutions like ACD systems automatically route incoming calls to available inbound call center agents.

ACD eliminates the need for operators to manually check agent availability before routing calls, simplifying the call flow process. As a result, tickets are resolved more quickly, agents are more productive, and customers are more satisfied.

2. IVR (Interactive Voice Response)

Complete call center solutions include IVR, also known as auto-attendants. Incoming callers can communicate with an automated answering machine before being directed to available inbound agents using this business phone technology.

IVRs can be programmed with option menus that a caller can “converse” with using their phone dial pads, unlike traditional answering services. Based on their responses to the IVR, inbound callers will be routed to the most appropriate agent or department. This inbound solution is often used to determine the nature of a caller’s request or provide self-service assistance.

3. CTI (Computer telephony integration)

You can connect your computer and phone systems via computer telephony integration. This enables your agents to manage calls, examine client information, and complete other duties directly from their computers. CTI can also enhance your call center by adding customizable features and app integrations.

4. App Integrations

Third-party app connectors will allow you to adapt your call center training solutions to your work environment. Assess your customer service team’s demands and select an incoming call center system that offers API interfaces for your specific requirements.

Among the most popular options include, but are not limited to

CRM connectors that support screen pops
Office app suites
Single sign-on and security verification

Conclusion

Since customers are a company’s most powerful brand advocates, maintaining customer satisfaction levels is critical. In today’s quickly changing world, adopting current technology to reach consumers/leads is a must, as customers eventually assist in boosting sales!
Contact Aavaz Free PBX today to get customized advanced inbound solutions. From on-premise call center solutions to cloud-based solutions, there is an Aavaz for you!

Why is a cloud call center better than an on-premise?

On-Premise Vs **Hosted call center solutions**

Introduction

Gartner forecasts that by 2022, half of all contact centers will be in the cloud- and call centers are no exception.

As the COVID-19 situation rages on, cloud call centers are emerging as critical instruments for ensuring business continuity and resilience by integrating agents and customers into the cloud realm. This is achieved by using advanced hosted call center solutions.

Unlike an on-premise center, a cloud call center enables organizations and employees to provide omnichannel customer care while also allowing customers to handle the majority of their queries through self-service.

However, this is just the tip of the iceberg. Apart from business continuity and flexibility, there are many key reasons why a cloud call center is better than an on-premise center.

We have produced a simple yet clear comparison of cloud and on-premise call center systems to assist you with call center problems and solutions.

Here Is How Cloud Call Center Is Better Than On-Premise Center

Differentiators	On-Premise Call Center	Cloud Call Center
Features	Traditional characteristics of on-premise call centers include call transferring and holding, call logging, music while waiting for an agent, and conferencing.	Cloud call centers have similar advantages to on-premise call centers, but they can quickly implement new technologies and hosted call center solutions. These functionalities can also be accessed remotely via cloud.
Deployment Rate And Cost	It can take months or years to set up an on-premise call center, purchase licenses and hardware, set up the infrastructure, and identify the most compatible call center solutions. On-premise call centers necessitate an initial investment in equipment, licenses and on-site server housing.	Downloading an app on a desktop that works out of the box without any hardware configuration is the first step in setting up cloud-based call centers. Cloud call centers do not require substantial upfront hardware or infrastructure costs if the firm has strong internet connection and adequate bandwidth.
Productivity	For most cases, on-premise call center solutions are incompatible with remote operations. In today’s world, where agents must work from homes using mobile devices, an on-premise call center may suffer from agent productivity.	Remote activities are easily compatible with hosted call center solutions. They can leverage AI to boost agent productivity by providing advanced capabilities and more. It also aids in the reduction of AHT and boosts agent output.
Scalability	The on-premise approach lacks scalability because agents are constrained to working and resolving consumer inquiries at certain locations. Scaling up the hardware during high-demand enterprises is one of the most difficult aspects of on-premise centers.	Hosted call center solutions allow staff to collaborate throughout the enterprise and communicate with customers regardless of their physical location. Hosted call center solutions are more adaptable than on-premises systems.
Dependability	On-premise call centers depend on local servers, which creates a single point of failure and raises the risk of downtime. They are also susceptible to hardware and infrastructure problems.	Cloud-based call centers have a strong and dependable internet connection, resulting in good call quality. Hosted call center solutions provide more resiliency and reliability at a cheaper cost than many on-premises systems tailored to specific companies.

Conclusion

In short, investing in call center technology is a huge decision that must be made with the future in mind. There are various distinctions between on-premise and cloud call centers that provide a clear picture and surpass cloud-based contact centers.

Due to the reduced reliance on IT and the pay-as-you-go model, hosted call center solutions are more cost-effective, scalable, and reliable, especially in uncertain times when working from a workplace is impractical and people work remotely.

Remote working is not going away anytime soon, and investing in hosted call center solutions will help firms produce more ROI. Contact Aavaz FreePBX, the leading vendor for customized hosted call center solutions today!

Who are the best cloud PBX providers in India?

Most business phone systems were fueled by on-premise PBX hardware for decades. Legacy PBX systems previously offered significant advantages, but those advantages are now offset by significant cost disadvantages and severely limited capability.

Traditional PBX hardware is rigid and lacks the scalability required to react to the ebb and flow of business. Simply said, on-premise PBX phone systems are too expensive and obstruct even the most fundamental kinds of modern communication.

Everything changed as the cloud PBX, also known as the free virtual PBX service system appeared. Free virtual PBX service is hosted in safe, faraway data centers and provided via the internet. It offers the same call routing and control capabilities as an on-premises PBX without the need for costly hardware.

The free virtual PBX service solution is also available with variable pricing, allowing smaller firms to subscribe to it rather than investing heavily in an expensive on-premises system.

There are a plethora of cloud PBX providers in India and narrowing down to one can be tricky, not to mention time-consuming. That’s where we can help. We have done all the leg work for you and compiled a list of the best cloud PBX players in India.

The Best Free Virtual PBX By Aavaz

Aavaz is the best cloud PBX provider in India

Aavaz is undoubtedly the best cloud PBX provider in India. There are a lot of benefits businesses in India can achieve with the best free virtual PBX system from Aavaz.

Aavaz PBX has all of the features of an advanced premium free virtual pbx service system while being extremely simple to use. Aavaz PBX supports conventional SIP phones without any lock-in, and you can choose to have support if you like. You can choose Aavaz 361 for additional channels and full campaign, lead, and ticket management when you require more than voice solutions with the Free PBX.

The Aavaz 361 Contact Center Suite helps you to successfully communicate with and track all of your customers’ interactions. You may cater to your consumers’ preferences by using voice, email, SMS, and WhatsApp. Flexible telephony solutions such as WebRTC, PBX, PRI, SIP Trunks, and even smart phones enable any size firm to run an efficient call center.

Why Customers Choose Aavaz

Designed For Businesses of All Sizes

Flexibility

Unrivaled scalability

Pay only for what you use Easy Configuration

Virtual PBX Service By RingCentral

RingCentral, an early cloud communications inventor, found a new approach to improve commercial PBX by leveraging the power of the cloud. They created a virtual PBX solution that provides all of the features of traditional PBX without the expense and constraints of hardware like trunks and switches.

With RingCentral MVPTM, virtual PBX now provides significant advantages over legacy systems. Advanced PBX capabilities like comprehensive mobile connectivity, business SMS, and online meetings with screen sharing help firms compete in the modern world of work.

Why Customers Choose RingCentral

Improved Mobility

Built-In Security and Reliability

Unparalleled Support

Unmatched Value For Money

Virtual PBX Service For Small Businesses By CallHippo

With the help of CallHippo’s virtual PBX system, you can leave traditional PBX behind and move your communication to the cloud.

With the CallHippo virtual phone system, you can call any phone number in the world with a single click. CallHippo is a cloud-based VoIP (Voice over Internet Protocol) system for small and medium-sized organizations. CallHippo deploys a flexible telecommunication network over the internet using cloud computing.

You won’t need to buy pricey equipment if you use CallHippo. You only need an internet connection, a computer or mobile device, and a headset. Its simple interface and robust architecture enable enterprises to set up their call center in about 3 minutes.

Why Customers Choose CallHippo

Allow dissatisfied consumers to open support tickets so that your representatives may follow up and resolve their issues.

Maintain a large customer database that has detailed information about each customer.

Find and filter agents rapidly.

Understand how your agents interact with consumers through call recordings and improve their performance.

Conclusion

Today, businesses require a communication solution that is simple to use, efficient, and cost-effective. The phone system is the ideal solution for all of these requirements!

Getting a call center solutions system is no longer optional for large and small organizations alike. It is a requirement in order to meet the needs of customers and live up to their expectations.
If you want the leading cloud PBX providers in India, go to Aavaz FreePBX website immediately for free virtual PBX software download!

How to achieve operational efficiency with call center solutions?

Is your call center feeling more like a liability than an asset? If so, then you are not alone. Outdated technology, inefficient process, and unsatisfied customers are common obstacles call center managers faces.

So, how can you make your call center operate more efficiently? The answer is investing in a complete call center solutions that suits your call center’s current and future needs.

Most of the problems your call center faces are around customer service, call distribution, technology, and your agents’ well-being. You can efficiently evaluate these underlying issues with a complete call center solution.

We have highlighted 4 key measures to assist you in turning your contact center into a well-oiled machine where your agents can flourish.

1. Review Your Operational Requirements Regularly

Contact center efficiency takes a lot of thought and strategic input from management and your agents. Most firms will take a “reactive” strategy, acting only when a problem becomes too big to ignore. This typically leads to improvised solutions and rushed restructuring, which will inevitably lead to further difficulties down the line.

Instead, take a proactive approach and regularly assess your contact center’s needs and procedural trouble areas. Are your agents repeatedly answering the same questions? Is your call drop-off rate increasing?

Gaining a broad understanding of your contact center’s difficulties will enable you to evaluate solutions that address numerous issues rather than single-issue “band-aid” treatments.

2. Maintain Low Agent Turnover Rate To Optimize Agent Experience

Low turnover to optimize experienced agents

Your contact center’s heart and soul are your agents. As a result, it’s only logical for you to spend money on recruiting and maintaining the top agents. However, contact centers are infamous for having high turnover rates, ranging from 30 to 45 percent.

It’s easy to shrug your shoulders and say, “this is simply the way things are,” if you’ve been dealing with high turnover for a time. However, most agents don’t depart because they’ve had a change of heart; rather, it’s a deliberate decision based on their working conditions.

The great news is that you can shape their perceptions. Find out why your agents are leaving in the first place. You might be astonished by what you find out!

3. Provide Your Agents With The Proper Tools

If you don’t have the correct tool, the job becomes unnecessarily complicated and challenging.

Yet, despite inefficient programs, clumsy systems, and outdated information, many contact centers expect their operators to produce top outcomes. Equip them with the tools they’ll need to achieve their goals.

Allow them to have access to critical information in real-time.

Customers regard your contact center agents as experts, and they want them to know all the proper answers and solutions to their problems.

Without a complete call center solution like call center analytics, agents won’t have the most up-to-date knowledge to help customers. It’s a lose-lose situation for both your agents and your clients.

Flexible Working Options

Call centers that invest in a cloud-based complete call center solution can work from home instead of call centers that use on-premise call center solutions. When it comes to cost-effectiveness, remote work is a fantastic alternative. It also lets your agents work more flexible hours and cut down on office costs.

Invest In A Unified System

If your call center agents are wasting time jumping between spreadsheets and apps, it’s time to invest in an integrated system. Using a complete call center solution like a CRM system will consolidate all of the main capabilities your team requires into a single, simple-to-use platform.

4. Invest In Call Distribution

One of the most difficult challenges your contact center personnel will confront is high call volume. A complete call center solution must include call distribution technology critical to assisting your team in performing at their peak, especially in the most stressful situations.

Conclusion

The only way to achieve operational efficiency in your call center is by investing in a complete call center solution. By implementing the suggestions mentioned above and utilizing the best call center solutions, your call center will run smoothly while maintaining maximum client satisfaction.

If you are looking for the best call center solution provider in the market, contact Aavaz FreePBX. Aavaz offers a complete call center solution customized to your current and future business needs.

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