Next generation contact center solutions for telecom companies

With the advent of technology, the world is getting to be a smaller place. It is easier to get in touch with people sitting even halfway across the world, be it friends, family or customers. Progress at such high speed also increases the complexity of handling communication processes, such as Contact Centres, BPOs, etc. Today, organizations are constantly on the lookout for solutions to improve the efficiency as well as security of their communication channels with their customers. These processes can be boosted to not only help organizations and their customers’ interactions but also to pass and collect messages selectively, store critical information and intelligently cut down costs while providing value for money.

Telecom companies today know that Customer experience is going to be the key differentiator for competition, today customers want companies to value their time, so going for a unified contact center solutions makes sense for all Telecom companies.

The InterDialog Unified Contact Centre Suite by Teckinfo is a Contact Center Solutions that provides an end-to-end solution for tackling common organizational requirements such as Lead Management, Data Capture and Online/Offline Verification, among others. This solution has also been configured by Teckinfo to fit the industry standards perfectly. The InterDialog UCCS can now take care of end-to-end processes for the sale of sim cards, value added services as well as prepaid and postpaid connections. It also caters to various customer needs such as change in tariff plans, activation/deactivation of any value added services, customer complaints, etc.

The InterDialog UCCS creates a database of customer information which helps in online verifications, targeting the right kind of customers for campaigns to maximize impact and to address their issues as quickly as possible. In addition, it also maintains a database of agent productivity and works intelligently towards improving this. Factors such as Average Handling Time, Wrap Up Time and Productive Time play an important role in these decisions. Apart from these, the InterDialog UCCS also maintains the collated data under tight security with access granted according to selective permissions to ensure data integrity and high level privacy.

Each field visit costs the telecom companies a lot of money, so going for a solution like InterDialog UCCS that provides consistent customer experience across all channels like voice, video, email, chat or social media and resolves customer issues faster is the need of the hour.

To know more about InterDialog UCCS, please visit:

http://teckinfo.com/call-center-software-contact-center-solution.php

or contact us : info@teckinfo.com, +91 11 40605577/88

Help Desk Features

• Efficient ticketing system that lets customers track open issues.
• Built-in knowledge base for storing helpful tips and articles. Not only does this act as a great self-help resource for customers, but also a nice reference for employees as well.
• Ability to prioritize inquiries and route requests across the network to appropriate  departments.
• Flexible reporting, tracking and problem resolution tools.
• Ability to handle customer complaints/inquiries through any channel of communication
• Web-based interface accessible from any computer with an internet or intranet connection.
• Seamless integration into your existing network environment.  When incorporating a help desk solution, there should be no need to reorganize your infrastructure.

Features of Predictive Dialer software

Here is a list of features a Predictive Dialer is capable of performing-

• Answering Machine Detection
• Advance Dialling Logic
• Automatic Call Distribution (ACD)
• Do-Not-Call List Compliance
• Consultative Transfers
• Scheduled Callbacks
• Auto Adjust Pacing Ratio
• Web Integration APIs
• Call Monitoring and Recording
• Real-Time Reporting
• Graphical Reports

Multi-Channel Customer Service Can Boost E-commerce Sales

Nowadays customers worldwide prefer shopping online and selling through e-commerce companies. Whether it is a retailer, distributor, manufacturer or any other company with products or services to sell, a B2C approach to sales and service is the easiest & most effective way to do business. On the other side if the customer cannot reach the company for lack of multi-channel communication platform, this can lead to a disastrous situation. A robust software for E Commerce, a call center solution integrated with the companies’ e-commerce portal are becoming the backbone of the e-commerce industry & can deliver an unprecedented customer experience as well as competitive advantage in the current business scenario. Teckinfo’s award winning InterDialog Unified ContactCenter Solutions for E-Commerce companies is just the right solution to setup effective and efficient Contact / Call Centers that help companies turn their business into a profitable venture.

Contact Center Wallboard

A Contact Center Wallboard is a visual communication tool used to display real-time information related to contact center performance.

In a Contact Center, a Wallboard can be used to display timely data related to ticketing systems, ERP, Web content etc. You can display data in text, images, video or graphical format and all at the same time

A Contact Center Wallboard can help your contact center in increasing your customer satisfaction quota, agent retention, increasing revenue, and what not.

Wallboard is a tool which is meant to boost performance and productivity.

To know more visit our website: BlazonPro

Effectiveness of CRM

CRM should be efficient enough to cater to customer requests or complaints. First call resolution is always a target for each agent but in case of a repeated caller the history is very critical to resolve his complaint without making him irate.

To know more visit our website: https://bit.ly/2FcbNYH

Call Queue Monitoring

Callers should be managed quickly as they already were in call queue, this monitoring by supervisor is crucial to manage and analyse the call flow. Displaying the same to agents gives an idea to finish the current call and taking the next one.

To know more visit our website: https://bit.ly/2KPBQDZ

Evaluating a predictive dialer

A Predictive Dialer is a Contact Center Solution, which automatically dials the phone numbers available in pre-uploaded contact list and connects live callers to an available Call Center Agent.

With the help of a sophisticated algorithm and statistical data, Predictive Dialer is able to identify the calling patterns, predict availability of agents and accordingly dial the apt amount of numbers thus maximizing the time agents spend speaking with customers.

Predictive Dialers often initiate more calls than the number of available agents. As soon as an agent finishes the previous call, the dialer has already dialed the next number in the queue and the next call is ready to handle. This reduces the Average Waiting Time agents spend between two calls to only a few seconds. The number of abandoned calls (a call initiated by dialer and answered by the customer with no agents available to handle it) is maintained at under 3% usually. If the abandon percentage increases, predictive dialer automatically reduces the number of calls it initiates for agents.

A Predictive Dialer ensures that only live connections route to the agent; it discards all junk connections like voicemail, busy tone, calls to fax, answering machines or any other automated service. Thus productivity of agents is enhanced significantly, as they do not need to manually dial telephone numbers, listen to answering machines and spend valuable time on unproductive calls.

The statistical analysis done by predictive dialers also consider factors like demographics, time zone, and location of the callers. It means if Peter lives in East Coast and Mike lives in West Coast then the dialer will contact them at a time appropriate as per respective time zones making it more likely for the customers to pick the call.

This greatly reduces the workload on the agent and allows the agent to focus solely on the call while the dialer on behalf of the agent addresses the variables.

To summarize, following are the benefits of a predictive dialer and any outbound call center can be considered inefficient without a predictive dialer:

• Reduces the headcount needed for the campaign by eliminating the non-productive workload; which leads to significant savings towards wages
• Better utilization of the contact list/ leads
• Increased revenue, as agents are able to spend more time towards achieving goals
• Better compliance as predictive dialers will remove the DNC numbers from the list
• Enhanced reporting and analysis is available to supervisors to make operational decisions.

InterDialog UCCS  dialer has  dramatically increased the productivity of call center agents. It has been testified  by  clients that using IDUCCS predictive dialer, agents in their call centers were able to increase their right party contacts and this resulted in enhanced efficiency in their contact centers.

To know more visit our website: teckinfo.com

Challenges of a contact center handling multi-channel customer interactions

There was a time when firms knew their customers by their first names and handling customer interactions was as routine as checking inventory. There was one-to-one customer service and that was the only known way of interacting with a customer. Today, the situation has evolved with the emergence of multiple channels of interaction. While multiple channels might seem great for delivering powerful customer experiences, they also pose certain challenges for a contact center.

#1 Omnichannel Efficiency

Contrary to what one might think, using a multi-channel approach does not guarantee success with customer interactions. Many companies invest in setting up an omnichannel contact center but the ability to use these channels for consistent and superior customer service is what drives ultimate success. In fact, it is predicted that by 2020 customer experience will surpass price and product as key brand differentiator.

Since a contact center is the hub of major customer interactions as well as transactions, having visibility over multiple channels can put your contact center at the receiving end of customer grievance. While this can be a wonderful opportunity to deliver optimized service, it also poses a challenge of aggregating customer information from all channels.

#2 Infrastructure

Infrastructure is another major challenge that contact centers face while implementing a multichannel strategy for customer interaction. There are many contact centers that have incongruous channels. For instance, Voice, Email and Chat are a few examples that fail to work in tandem as companies struggle to manage multiple channels. Outdated products and programmes do not completely work in sync which adds to the confusion. Central contact solutions like IVR address specific customer queries but fail to support interactions that require detailed analysis. Moreover, the problem of disconnected customer information uploads across channels like voice, chats and email makes it difficult to address customer issues efficiently.

#3 Data Integration

We often see that companies encourage customers to reach out and resolve certain queries by themselves via IVR and web chat. But the growing numbers of channels handling customer interactions bring out the main challenge of integrating and collating data from all interactions at one place. While voice is the main channel for a contact center, others like email, social media and even text messages makes the role of data management complex. Apart from using better technology and tools to manage the growing volume of customer interaction data, contact centers need to recruit the right people to manage the channels and organizing the information relayed from all of them. In fact, over 85% of senior marketers concur that it is critical to create a cohesive customer journey through all touchpoints.

#4 Getting Customer Feedback

Without a proper customer feedback mechanism, one can never assess customer behaviour and preferences. Necessary insights are required to understand why customers maybe dissatisfied. Taking cues from information collected throughout multi channel interactions can be a challenging task. Moreover, gathering quality metrics and quality evaluations is important and so is the unification of customer information across channels – calls, emails, social media, chats etc.

Conclusion

The modern contact center faces the challenge of not just communication channels that are used by customers but also multiple channels that record customer information yet are not connected to one another. A sporadic process like this makes it clunky for contact center agents who are facing the dilemma of resolving a customer query with patchy information.

Hence, it is important to integrate your contact center with rest of the business so that all communication channels can be integrated into one and it becomes easy to manage and speed up the call resolution process.

All these challenges can be met by the modern contact center by investing in a Call Center Software which can collate all features in one. InterDialog Unified Contact Center Suite, distinctively design to adhere to the necessity of customizations & integrations. InterDialog has the proficiency of catering voice along with the other channel like email, chat or social media e.g. facebook, twitter. Visit our page to know more: InterDialog UCCS by Teckinfo Solutions Pvt Ltd

Dialer

The Dialer is an independent, intelligent system that controls the outbound calls, made by a contact centre, using various algorithms. The Dialer works in Predictive, Progressive, Preview mode based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time. The algorithms used by the Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and the idle time of agents. They are configured to allow the Dialer to decide which group to call, which agent to divert a connected call to, etc. These decisions are based on various factors such as the approximate duration of a call, the number of agents available, the number of connections, etc.

For more details about Call Center Software visit:- Teckinfo Solutions Pvt. Ltd.

ACD (Automatic Call Distributor)

In telephony, an automatic call distributor (ACD) is a system that distributes incoming calls to a specific agent based on customer need, type etc. delivered using computer telephony integration (CTI) system. ACD works with IP PBXs as well as traditional TDM PBX without losing any functionality. Call handling is based on a rule-based algorithm that determines the best available agent to respond to the incoming call. To help make this match, additional data are solicited and reviewed. Sometimes the caller’s ID (CLI) or Automatic number Identification (ANI) is used to route the calls. Incoming calls are automatically Queued, Prioritized and Routed to the respective logged in Agents  within the contact center. When many calls are in queue, Queue Position number /Handling time(Queue Position Time)/ Jingle message /Hold music are played until route.

For more details about Call Center Software visit:- Teckinfo Solutions Pvt. Ltd.