CTI (computer-telephony integration)

CTI (computer-telephony integration), or sometimes simply “computer telephony,” is the use of computers to manage telephone calls. Computer Telephony Integration (CTI) integrates the telecom system, the IT Infrastructure, and software applications with customer data. CTI applications help to authenticate callers, provide IVR (interactive voice response) to callers, match the caller’s details with the existing database and to process the call (i.e. forward it to the appropriate person), to collect & display pending calls or messages, and outbound calling for telemarketing etc InterDialog CTI, a component of InterDialog Unified Contact Center Solution, is an enterprise-level CTI engine that can deliver some exciting new possibilities to your contact center. It functions as a single point of contact between customer access channels (IP PBX, IVR, Dialer) and business applications. InterDialog CTI helps you to tap the power of customer database extensively.

Recorder / Logger

Recorder / Logger for voice (IP , Analog, ISDN PRI) and agent screen to allow businesses to keep records, improve customer service, increase security, and decrease errors, policy compliance, government regulations, connection resolution, process evaluation, data mining and training. It can record multiple media — Session Initiation Protocol (SIP), ISDN PRI, Analog and multi brands of proprietary Handsets from different vendors like, Avaya, Siemens, NEC, Panasonic etc. The Logger additionally allows you to capture the agents screen and provides the supervisor real-time monitoring of the agents activities. Once the call recording for the agent starts, the application can be triggered simultaneously.

Skill Based Routing

Identifying the skill set of the agents and routing the call to the right agents reduces the handling time of the calls. This features is one of the most important one as it gives quick response to the customer as his call lands to the agent with skill set related to his query or complaint, thus increasing the overall efficiency of the call center.

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

Helpdesk Software

Many times you hear about helpdesk software, you have searched but still, you have so many questions in your mind. So first let’s talk about what exactly is a helpdesk software?

Helpdesk Software defines its work in its name i.e. helps you to help your customers when they have a problem. So, Helpdesk Software is a computer program that enables agents to deal with customer’s complaints & inquiries. Purpose of the helpdesk software is to troubleshoot the problems & provide the guidance about the company’s products & services. Helpdesk software helps you do all this efficiently and effectively.

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

Why Use Predictive Dialer Software?

Predictive Dialer is an outbound dialer. A predictive dialer is designed to handle a large number of calls in a short time period. Predictive dialer software is an auto dialer software that automatically dials the numbers from the list. In this dialer, after automatic dialing, if someone responds only then  the call is transferred to the appropriate agent. If no one responds to the call, it automatically calls on another number so that the agent’s time is not wasted. Predictive Dialer Software uses advanced algorithms to improve agent productivity by reducing the waiting time, the number of dropped calls & idle time of agents. When dialer dials the call, assigns the call to the available agent. It’s a continuous process. It starts dialing the number again after a few seconds and assigns the call to next agent, repeat s this process to increase the productivity. This software increases the efficiency of agents by 90% in comparison to manual dialing because using this dialer, agent time is not wasted by listening to the dial tones of unanswered calls, invalid numbers, busy tones or not reachable  and answering machines etc.

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

Dedicated software solution for insurance vertical to streamline sales process

The entire Insurance industry is based on a fine thread which works the balance between the organization and the customers. Tip it either ways and pandemonium is sure to follow. With the huge growth spurt that this industry is currently going through, one of the key aspects of being able to maintain this balance – SALES, presents some of the highest challenges ever.

First off, we need to understand what SALES entail for Insurance companies. It involves reaching out to the existing customers and widening the customer base. This is called Lead Generation and can prove a challenge if the customer base is already very large or if the organizational approach isn’t yielding proper results. It is important to note here that the manner of Lead Generation also changes with change in the targeted geographical area.  The wide variety of techniques required for this process makes it a very expensive one.

In addition, having a completely customer centric approach poses a challenge when it comes to tracking payment histories, allotting the right kind of agent for a customer segment to improve rapport and to have high efficiency in handling sensitive data, especially that of customer accounts.

To assist in streamlining the Sales processes and countering growing costs, Teckinfo has effected InterDialog UCCS as a solution to be integrated into existing systems to work its magic.

The InterDialog UCCS can be installed into their Outbound Contact Centres to enhance business as well as efficiency. It actively works for Lead Management, Distribution and Priority Assignment. It allows Registration and Recording of Agent as well as Supervisor Calls, among other features. Teckinfo has also successfully implemented Online Monitoring and Customized Reporting functionalities within this solution.

What does the InterDialog UCCS do for you?

• Collection and calling areas are automatically allocated to tele-callers and field staff based on city, area, pin code, etc. Automatic PTP distribution to field staff is also possible via area mapping.
• Leads are distributed among various tele-callers by tracking their performance and availability along with lead attributes like Area, Due Date, etc.
• High priority leads are ranked up to 10 and are always allotted for outbound calling to supervisors.
• Leads are tracked and pursued on basis of field feedback.
• Lead histories are maintained by way of customer accounts, tracked via customer IDs. All related information is recorded via customer feedback.
• Agent and Process Productivity Monitoring.
• Several channels for one-on-one communication with customers are provided as well. For example, email, sms, chats, etc.

Written by Prashant Tiwari, Teckinfo Solutions Pvt. Ltd.

Incorporated in 1995, Teckinfo is a leading provider of crucial tools and solutions for contact Centers, like a complete call center suite, Dialer or IVR’s, Voice Loggers etc. These solutions facilitate organizations with avenues to engage their customers while working towards improving the overall customer experience. For more information on our state-of-the-art technology of InterDialog UCCS for insurance industry, please visit us our Industry based solutions by Teckinfo Solutions.

Five Simple Ways To Increase Contact Ratio

A higher contact ratio combined with correct leads will automatically improve your business outcomes

With rising competition, unpredictable customer behavior and falling brand loyalty, it is becoming increasingly tough for companies to attract and retain customers. Apart from ensuring excellent customer service at all times, one has to proactively reach out to customers, win their confidence and deepen customer relationships. Successful contact centers not only make extra efforts at understanding customer behavior, but they also continuously update their approach to customer management with changing customer expectations.

The efficiency and effectiveness of a contact center ultimately depends on how well it is able to increase the sales volume of an organization. It is often seen that even after making innumerable attempts at calling, contact agents are not able to achieve the expected results. Therefore, companies need to focus on improving their contact ratio and maintaining it at a reasonable level to ensure successful business outcomes.

Apart from achieving the ‘correct’ contact ratio, it is also important to ensure that the correct leads are contacted and converted into sales results. A high contact ratio combined with correct leads can go a long way in increasing your sales leads and ensuring business success. Here are some suggested ways to increase your contact ratio:

Use of Advanced Dialing Logic: Use a comprehensive dialing solution that is built around advanced dialing rules which include Time-based attempts, Number-based attempts, Maximum attempts and Day-wise attempts. This will improve your call efficiency by lowering the wait time, the number of dropped calls and the idle time of agents.

Predictive Dialer: Automated dialing solutions can be configured in a way that can improve dialing efficiency. For example, the system should be able to identify which group to call or which agent to divert a connected call to. 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.

Maximizing Call Reach: Outbound calls should be made after a process of critical evaluation to maximize the reach of a campaign. Calling multiple lists or groups at the same time also increases the reach of a campaign within a given time frame. The dialing solution should be flexible enough to allow independent decision making and automation of campaigns across wider markets and multiple time zones.

Use of Skills-Based Call Routing: Customer calls must be managed or routed in a way that they receive a quick and satisfactory response to their requirements. Skills-based routing can be used to reduce unnecessary call transfers and ensure maximum utilization of every call opportunity.

Call Monitoring, Persistency and Responsiveness: While the selection of a good dialing solution increases call effectiveness, it also has to be supported with efficient internal call handling processes. Live call monitoring and coaching can be applied to improve these processes. Simple factors like calling time, call duration, response time and ability of the contact agent to connect and engage with customer have to be monitored and improved continuously.

While all the above factors are important to increase the contact ratio, finally it depends on the calling executives and their ability to translate the business goal or vision of an organization. A contact center must aim at developing a customer strategy wherein they are able to deliver value to the customer in each customer service process or activity that is performed.

About Teckinfo

Incorporated in 1995, Teckinfo Solutions Pvt. Ltd. is a leading provider of Converged Voice and Data Solutions. Teckinfo’s strength lies in developing and implementing comprehensive solutions for Contact Centers, Helpdesks, CRM and other Unified Communication Products and Solutions. Our solutions are highly scalable and flexible, thus empowering organizations to effectively facilitate customer engagement while improving the overall customer experience.

 Interdialog Dialer is an independent, intelligent system that controls the outbound calls, made by a contact center, using various algorithms. The Dialer works as Predictive Dialer Software, Automatic Dialer, Progressive Dialer, Preview Dialer 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.

For more information on our state-of-the-art technology, please visit us at http://www.teckinfo.com/

Self Service IVR and its role in customer service

The advent of technology has simplified human life to an extent where you don’t even need to have a conversation with someone to get your job done. Few simple instructions and that’s it! You get it all. Wondering how? Numerous companies offering diverse products and services get connected with their customers through customer care centers and that’s nothing new. We have been speaking to a customer care representative all these years. This undoubtedly has been a resolution based attempt, however, it is time taking too. The long queues to get connected are no longer expected from a company which emphasizes on its customers. ‘Self Service’ is the new mantra globally!!

Why do you need Self-Service IVR:

You receive a product but it may turn a lemon! Or you have endless failed encounters assembling it! You may have purchased an online service which doesn’t allow you to log in and so on. The first thing splashing into your mind is Customer care. But this is no longer the scenario. Microsoft conducted a research which states that 90% of consumers globally are expecting self-service customer support sites. Other researches reveal that more than 50% of consumers prefer a mobile responsive self-service over the traditional customer support. The projected vision is that consumers will manage 85% of work themselves without interacting with a human representative.

Customer Self-Service and IVR:

Fundamentally, self-service means consumers getting support without a human interaction on behalf of a company. Majority of companies offer an online data base or a knowledge bank with illustrational tutorials and other useful operating procedures. The most common questions posed are answered on a resolution based statements in the Frequently Asked Questions page of an online portal. These have been the common self-serve supports we have been seeing in the past 5 years. But the latest in town is IVR (Interactive Voice Response). Though we have been using this feature as part of domestic, office as well as customer support telephonic feature, the trending self-service IVR is updated software to get robust results in achieving customer satisfaction in call center industry.  IVR Edge can be quoted as a classic example of the software with stunning features driving customer experience.

Features of Self-support IVR:

• Customer friendly Graphical System Design Interface
• Analog and digital multiple telephone line support
• Call screening, barging and switching options
• Database integration
• Text to speech
• Data capturing from inputs
• Call transfer within multiple extensions
• Callers’ interaction and call details database
• Multi-language support

Role of Self Service IVR in customer service:

• Customers calls are answered in the language they prefer
• Based on the number input, consumers are routed on a rule based program and the call data can be captured and stored for future interactions without the customer having to state about the previous interactions
• Callers’ calls get routed to the appropriate terminal basing on the inputs of inquiries, new schemes, technical support, bill payment issues etc.
• Advanced IVR software such as IVR Edge has voice mail feature where in customers can leave their queries and request for a call back
• Irrespective of huge call volumes, every customer’s call is attended and entertained

Self-service is a winning ideology which reduces deployment of trained personnel there by leading to cost efficiency. Accuracy is another key element which attracts self-service feature. It also empowers consumers to get resolutions as per their time and convenience. Undoubtedly, self-service is a key component in delivering a delightful customer experience

Are you looking for a customized Self Service IVR software? Contact us for more information: Teckinfo Solutions

Important Metrics to Measure Up your Contact Center’s Performance

A contact center is a business’s backbone that facilitates first level interaction between the company and a customer. Being on the frontline, contact centers have to brave through many challenges that accompany customer service.

In fact, many studies suggest that customer service affects brand loyalty considerably. A contact center isn’t just about answering customer calls, it entails building and sustaining customer relationships which are based on the foundation of superior service and adding value.

But how do you establish a consistent performance standard for your company’s contact center? The answer lies in setting up metrics which can be used to measure performance and impact.

Here are a few important metrics which can help in gauging your contact center’s performance.

#1 FCR or First Contact Resolution

FCR is a crucial part of managing customer relations in a contact center. It reflects the efficiency of the agent to resolve customer issues and answer questions in the first call itself. This particular metric contributes to customer loyalty and even a business’s profitability.

FCR can be adequately measured while tracking agent performance. When clear goals and conclusions are set, FCR automatically improves.

#2 Cost Factor

Cost, particularly cost per contact is referred to the expenditure that is incurred on running a contact center. If we want to calculate the cost per contact, we need to divide the total cost of operating the business by the number of interactions handled in the contact center.

This metric enables us to determine what all channels are effective in handling customer interactions. These channels include SMS, phone, email, live chat, and social media networks. Integrating all channels to a single platform bring in efficiency thereby reducing costs.

#3 Abandon Rate

As high as 65% of the customers hang up the call while they wait for a resolution and answer. The most common reasons behind this are long waiting times, inefficient IVR systems and unnecessary hold times.

This is an important metric which directly affects the contact center’s performance and business reputation.

One method to reduce the number of abandoned calls is to prioritize the caller on the basis of their category or provide an option for auto callback to avoid the long wait time and abandon calls.

#4 Customer Retention Rate

Customer retention rate refers to the average percentage of existing customers or users that have been retained or are still a part of a company’s customer base within a stipulated time frame.

Retained customers form an important part of metrics that affect a contact center’s performance. These metrics determine the capability of the contact center to retain customers by delivering outstanding customer service.

A research study has revealed that increasing customer retention percentage by just 5% can lead to an increase in profits from 25% to even 90%.

#5 Customer Satisfaction Score

By far the most important metric is customer satisfaction score since this is the ultimate goal of every contact center. Customer satisfaction and happiness is equated with the business success and profitability.

When you are able to consistently track your contact center’s performance, you get to know immediate areas of focus and attention. Understanding certain metrics and having the right tools can enable you to provide the best customer experience and accelerate the growth of your business.

Contact Center Software with powerful features helps contact/call centers to improve FCR, AHT, reduce abandon rates and bring in more efficiency in the system. Customer retention rate and satisfaction score automatically goes up with enriched customer engagement.

Want to know more about a call center software which can help you give better customer experience to your clients, click here: http://www.teckinfo.com/