Month: April 2022

Questions You Need to Ask Your Call Center Software Provider

Call center software

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?

Agent turnover

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?

Automated reports

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?

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

Track and monitor

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

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 

Call routing

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

Advanced 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

  1. CRM connectors that support screen pops
  2. Office app suites 
  3. 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!