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Articles By mike hussian

Major Reasons Behind Increasing Popularity Of Call Center Solution    Submitted as: Elision
our company offers a cloud call center solution with advanced features. The company also offers integrations like call center CRM integration, call center WhatsApp integration, call center Twitter integration, etc.(read entire article)
View : 221 Times
Category : Service

Major Benefits Of Using Automated Call Routing Rules Of A Call Center Solution    Submitted as: Author works in a company that offers a cloud call
A call center solution is often used to handle inbound calls in call centers or companies. These inbound calls can be of customers seeking support from the customer care team or prospective clients looking for answers to their queries. Even if omnichannel contact center solutions are available in the market, which supports different communication channels, still, calling is popular. As per a survey result, more than 50% of customers and prospects prefer voice calling over all other modes of communication. Therefore, it is still an important mode of communication. A call center solution offers automated call routing rules, also referred as ACD (Automated Call Distribution). A call center solution can have multiple ACDs. Some of the common ACDs are listed below: • Sticky agent • Skill based call routing • Round robin call distribution • Call routing to the agent with the least talk time • And many more Each of these automated call distribution rules will have a different model to route the call to the agent and each one of them has some specific advantages. In this article, I will share the top advantages of using ACD, regardless of the fact, which automated call routing feature you use. Key benefits of using ACD: 1. No need of a dedicated resource to route the calls If the process of connecting a customer or prospective client to the agent was manual, then there would be a dedicated person, usually called an operator. The operator needs to attend each call and then transfer it to one of the agents. As you can sense, it would be a time consuming, cumbersome, and slow process. ACD of a call center solution removes the need of an operator. The automated process not only saves money on the resource, but also speeds up the whole process. 2. Increase efficiency The ACD rules of the call center software will have the highest efficiency in attending and routing the call to the right agent even when it is attending the call number 11256. Moreover, it will never make a fumble in following the ACD rule. For example, a skill based routing assures that the customer gets connected to the most skilled agent without a miss. It increases efficiency and it is 100% reliable. 3. Increase customer satisfaction This feature of a call center solution makes the whole process highly professional and completely streamlined. The customers hear the music on hold while waiting in the call queue. The ACD assures the customer or prospective customers are catered professionally. They also get connected to the right agent. This increases customer satisfaction. 4. Increase agent productivity A call center solution and its ACD rules automate the whole process of connecting a customer or prospective client to the agent. It always connects customers to the right agents. This helps agents to handle each call more professionally and easily. This increases agent productivity as they can simplify the complicated task of handling customer concerns. Agents will also save time if they get the cases they are apt in resolving. This will increase agent productivity amazingly high. A call center solution is often used to handle inbound calls in call centers or companies. These inbound calls can be of customers seeking support from the customer care team or prospective clients looking for answers to their queries.(read entire article)
View : 231 Times
Category : Marketing

How Predictive Dialer Boosts Roi?    Submitted as: mike hussain
A call center solution offers several features to benefit the call center using it. Usually, all features are the same as per the industry standards regardless of the fact from which vendor you have bought that software(read entire article)
View : 269 Times
Category : Computers

What You Need To Start A Communication Business?    Submitted as: mike hussain
Communication, also known as telecommunication, is one of the most promising industries.(read entire article)
View : 186 Times
Category : General

Safe Options To Move Indian Call Center Remote    Submitted as: mike hussain
In India, the COVID 19 cases have started spiking up like anything. The Coronavirus outbreak is quite fast this time. Many people are stressed about the rapid growth of cases. Again, many states in India have started imposing curfews and even short lockdowns. This is the time for Indian businesses to look for the safer side of operations. Many industries can operate remotely and the call center industry is one of them. Even if your state has fewer restrictions, by keeping the safety of everyone in mind, it is necessary to explore safe options of remote operations. If you are running a call center in India, this article is going to help you identify ideal options to move remote. If you are thinking to use VPN (Virtual Private Network) to access your call center solution remotely, then you must drop the idea. There are multiple limitations and cons connected with remote access of the call center solution using VPN. There are some other reliable and secure options to access a call center solution. Let's explore the top three in detail. 1. Use a cloud call center solution with a security module One of the most popular options is using a cloud call center solution. It means hosting your contact center software and other IT infrastructure on the cloud hosting platforms. It is necessary to choose one of the known cloud platforms to be rest assured about the fact your data and software are safe. AWS (Amazon Web Server) is one of the leading and known cloud platforms. Your software provider or IT team will need to add a security module and checks to make sure your cloud infrastructure including the dialer is safe online. 2. Use Work from Home add-on available with an advanced call center solution By keeping the need of remote operations in mind, the top companies offering unified communication solutions in India such as a call center solution India have developed work from home add-on for call centers. This add-on not only makes sure that the dialer system and other tools are accessed remotely in a highly secured manner, but it also makes sure that agents can access the dialer in any situation. For example, not all agents will have high bandwidth to handle calls and data traversal on the same network while using a call center solution. In this case, voice quality issues, call drop ratio, etc. can increase. The work from home add-on makes sure the agents receive calls on their local phone network and use the dialer on the internet to reduce the internet consumption. There are also facilities available in this module that let agents attend calls even when agents don't have internet or a computer to work with. 3. Use the mobile app for the call center dialer It is another amazing tool call centers in India can use to assure higher performance while operating with a work from home model. All agents will have smartphones and a call center dialer app will make it easy for them to handle the calls with ease and access all features in a user friendly manner. Author Bio In India, the COVID 19 cases have started spiking up like anything. The Coronavirus outbreak is quite fast this time. Many people are stressed about the rapid growth of cases. Again, many states in India have started imposing curfews and even short lockdowns. This is the time for Indian businesses to look for the safer side of operations.(read entire article)
View : 181 Times
Category : General

How Call Script Helps Improving Customer Satisfaction?    Submitted as: mike hussain
Call centers put a lot of effort to make sure customers are satisfied and the customer experience is improved. Starting from hiring experienced staff to getting the best call center solution, a call center or business walks quite extra miles to keep customers delighted.(read entire article)
View : 181 Times
Category : General

Progressive Dialer And Its Benefits    Submitted as: MIKE HUSSAIN
A call center solution comes up with a wide array of features. Each feature has its pros and use cases. In this article, I will share more information about one of the most important features available in each call center, called, progressive dialer.(read entire article)
View : 182 Times
Category : General

Why Call Center Whatsapp Integration Is Important For Call Centers?    Submitted as: MIKE
Call center solutions have been facing tidal waves because of various factors. From the world novel pandemic, which has been pushing call centers to go remote using a cloud call center solution or use work from home add-on to manmade factors such as scarcity of skilled agents; there are many things that are shifting the way call centers were working and a call center solution was used in the call centers.(read entire article)
View : 181 Times
Category : General

How Self Serving Features Of A Call Center Solution Benefits Call Centers?    Submitted as: MIKE HUSSAIN
Nowadays, call center solutions have become more advanced and feature-rich. There are many amazing characteristics in these call center solutions, which make them ideal for any business focusing on improving customer satisfaction and sales. Along with providing features that can boost efficiency and productivity, the advanced call center solutions also offer self serving features.(read entire article)
View : 179 Times
Category : General

Call Center Twitter Integration And Its Importance    Submitted as: MIKE HUSSAIN
Call center solutions, nowadays, offer a wide range of features. Unlike earlier, when only BPOs, KPOs, and call centers used to use this software, now, almost all industry verticals and all scaled businesses use it. With the increasing popularity of this software, many other enhancements and innovations are made. Custom call center integration is one of the innovations made by the call center software development companies(read entire article)
View : 189 Times
Category : General