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Showing posts from September, 2020

Autodialer: Importance in Business !!

Autodialer is a software or an electronic device that automatically and also simultaneously dials the telephone numbers of different customers as saved in the life. Once the call has been answered, the auto dialer eithers plays a recorded message or connects the call to live person. How does an Auto dialer works ? Auto dialer software works as automating the outbound calling campaigns for call center.  The call agent will need to select the database from which the outbound calls need to be made. Then, the auto dialer will initiate with calling the number of customers based on the dial ratio. There are chances that the customer has incorporated an answering machine or voicemails for the incoming calls. So, if the auto dialer recognizes that the answered call has the human at the other end, then only the call is routed to the call agent. Importance of Autodialer Reduce Time When a sales team calls the customers by manually looking their details into the excel sheets and their past conver

Long Code SMS : Advantages and Usecases !!

A long code is a standard, 10 digit number.  It can be used to send SMS message. Long code allow businesses to have their own dedicated phone number. These long codes are intended for person-to-person communication, similar to the way cellphone texting plans operate. ADVANTAGES OF LONG CODE With long code, your company can use the same number to send SMS messages, place calls and send faxes. It can be helpful to establish a consistent channel for all forms of customer communication .  Long code numbers are virtual numbers that enable businesses to have their own exclusive hosting. When a consumer receives a message from a DID, it creates a personalized feeling. USECASES OF LONG CODE If you need to communicate 1-on-1 with a customer. If you want to provide customer service using SMS  If you want to set up texting network for your internal staff. If you want to keep your number consistent across all channels.

Let's talk about : SHORT CODES

- SHORT CODES Short code refers to a telephone number with 5-6 digits which are a bit short than the usual full contact numbers. For the process of sending and receiving the messages like MMS and SMS between different mobile phones, we use these short codes.  When do we need to use short codes? Messages send by you using long code can be under the risk of being spam marked -  if being in hundreds of numbers. Carriers pre approve of the short codes to give them a higher throughput. Thus making it perfect for the process of sending messages that are time sensitive or high volume. The developer use it for: Authentication process by two factor Notification and alert sending Promoting and marketing processes and many more of such tasks What is the cost of short codes? To use the short codes there are two costs for your consideration : The leasing cost for the short codes Volume costing for process of sending the messages through short code The process to get the short codes -  Two kinds of

How beneficial Cloud Telephony ?

Cloud Telephony is the technology that moves your business phone system to the cloud. It is the smartest way to manage business calls without compromising on quality and cost.                                              Benefits of Cloud Telephony ☎ Call Distribution The incoming calls can be distributed based on skills, or round or based on free/busy. 🔁 Multi Level IVR A multilevel IVR is an automated call response system that acts an auto-receptionist with several self-help features in it. IVR comes out to be beneficial for both the business and the customer. 📱 Call Recording Call recording makes you staff more attentive as they know the calls are being recorded and may be listened back in team meetings or by superiors. 📞 Number Masking The number of the caller is not displayed to the agent. The agent sees the number of Cloud Telephony provider. 💻 No hardware Required Absolutely zero installation at your place. Just subscribe to the service and start enjoying the benefits.

Benefits of IVR service !!

Give your brand better outlook by using professional IVR services. Never miss a customer, every lead matters. Before starting Benefits of IVR System let know about what is an IVR system ... What is an  IVR system ? Interactive Voice Response allows your customers to interact with your business anytime. IVR is a technology that allows a pre-recorded voice to interact with humans through the use of voice and DTMF tones input via keyboard. An IVR system provides pre-recorded voice responses for appropriate situations to access relevant data. 👉 Transfer Call to Agent ▶️ Play a recorded voice clip 📹 Ask user to record voice mail Benefits of an IVR service 24/7 Customer Support With IVR, you provide your customers with a way to connect with your business whenever they want to. Based on customer inputs, the IVR system automatically routes the calls to the appropriate person in your team. Turn Callers into Customers IVR can also work as a good sales channel too. With the help of a customer I

Autodialer : Golden Key to Standard services

-  Autodialer  Golden Key to Standard services Say ‘customer service’ and most people will think of a purely inbound contact center. When the customer has a problem, your agents are there to solve it. But have you ever thought about using your auto dialer to pre-empt those problems, and giving customers a real gold standard service? Your auto dialer is more powerful than you know Question: What do firefighters do most days? I hope you didn’t say ‘they fight fires’. Firefighters actually fight fewer and fewer fires every year. Why? Because they spend so much more of their time proactively preventing fires. They install smoke alarms, teach best practice and inspect buildings. Fire fighters are a great example of how to go from ‘problem solver’ to ‘problem preventer’. There’s a parallel with inbound customer services. Your contact center is ready and waiting for customers to bring you their problems. They forget passwords, their deliveries get lost, they can’t activate their accounts. The

Sales Dialer System : Types of Call Centers to make Contact with Leads

- Sales Dialer System : Types of Call Centers to make Contact with Leads You have a few different options when selecting between sales dialers for your call center or business. There are three main types of sales dialers for call centers, which each have strengths and weaknesses when you attempt to dial your leads. We outline these three types of dialers for contacting leads. We also provide details regarding how each one may be best suited for your call center or business. Preview or Power Dialers Progressive Dialers Predictive Dialers for Call Centers Preview or Power Dialers The preview or power dialer is the slowest option among sales dialers. It calls using a one-to-one calling ratio, which allows your sales rep to preview the lead. The agent can look through the lead information and decide if they want to reach out and call. If they decide to reach out, then they simply click to call. The agent may reach the consumer or a voicemail. If you use a consultative sales approach, the p

Why Advanced Auto Dialers are needed As Part of Call center's Sales Strategy?

 > Why Advanced Auto Dialers are needed  As Part of Call center's Sales Strategy? Top Benefits of an Auto Dialer in Call Centers Having an autodialer has transformed the way call centers operate on a business scale. In the past auto-dialers have been known as just a way to dial out from a list of telephone numbers. However, in today’s world auto-dialers have been defined more as integrated software and can integrate into almost any CRM. For example, if a live person answers he/she would have a list of options to choose from. In addition, auto-dialers have the capability to detect answering machines, disconnected calls, etc. Auto-dialers can also be very beneficial for a variety of industries, such as for political campaigns and the banking industry. An auto dialer can help in the process of conducting polls for the political sector and also handling large amounts of a customer database for large banks. It is important to note that auto-dialers can have many benefits for small bu

5 Beneficial Signs that You Should have a Review to Your IVR System

  5 Beneficial Signs that You Should have a Review to Your IVR System Time takes its toll on your  IVR system , just like on everything else. It is good practice for any   contact center   and   IVR , regardless of whether it’s simple or complex, DTMF or ASR, front-end data collection or full   AI-driven self-service , to conduct regular reviews. However, customer needs or business requirements may not wait for your next scheduled review. Here’s five guaranteed signs that should make you take the time to review your IVR system sooner rather than later: You don’t really know what’s going on in your IVR system In other words, you do not have reporting on interactions in your IVR and therefore cannot tell whether there is an issue, or not. This will likely not be the case for most of you – but if it is, it’s a good idea to reach out to your IVR system provider and ask how to remedy this situation. Your IVR reporting shows a lot of lost calls and/or callback requests There are many reasons

Signs that indicate that you need the Upgrade to your IVR

 -  Signs that indicate that you  need th e Upgrade to your IVR For making a cringe even an acronym's mention is sufficient. Each one of us have dealt with less than stellar interacting experiences with robotics, voice response interaction impersonally. Be it the pecking, endless detailed menus or hunting the options over the keypads - and the worst being the - failure of understanding your request by the system - this all is enough to make a calm customer loose their patience. The reality is that whenever a customer makes a call to the call center, he/she demands (and deserves) attention and time, and if these necessary requirements are not dealt with then it may cost the company. But as IVR is considered one of the necessary evil so it is used by all the call centers. By optimizing the call routing process it can improve efficiency of any call center; by placing right agent with the right caller/customer - this being a critical part of the experiences of a customer. IVR is a high

How IVR Payment Solutions can help in COVID-19 ?

The IVR payment solutions can help relieve the stress on staffing and business operations caused by the COVID-19 Pandemic.  The COVID-19 Pandemic has drastically impacted the functioning of businesses and organizations across the board. IVR payments can be a vital payment acceptance solution for helping businesses and organizations relieve the stress caused by the need for significant staff reductions while enabling them to continue processing customers payments without compromising customer service. IVR  Payments is a technology that allows customers to make a variety of different types of payments over the telephone by interacting with an automated system. IVR Payment Solution Customer Self Service  With customer self-service IVR payments your customers call into your company's existing phone number and select "Payments" from your front end phone menu. (e.g. "To Make payments Now, Press1".. You can set it as 1,2 or 3 which ever work best for your organization)

How Cloud Telephony is a Game Changer for Industry ?

  Cloud Telephony is a game changer for e-commerce industry. The customer's buying pattern and preferences have observed a massive shift in the past few years. The retail therapy has been much replaced by online shopping which has pushed the e-commerce industry to offer excellent customer service. However, he biggest challenge before e-commerce industry is to build trust among customers through a virtual platform? How can this be achieved? The answer is 'Cloud Telephony'. What is Cloud Telephony ? Cloud Telephony is a traditional infrastructure to a virtual space. Cloud telephony offers features which were previously available only to well-established corporations. So, as a business owner, you don't require to invest money in any physical setup, infrastructure or allocated a dedicated resource to handle the business communication.  Offers a personalized Experience Cloud Telephony has empowered e-commerce industry to offer live caller information about the caller. This e

Benefits of having a Toll free Number !!

Seamless communication gives an edge to your business in the market, and toll free numbers are one of that solution that can streamline your business communication while increasing the customer reach. 📈 Increase Brand Image Toll free numbers are much easier to remember and work for every business irrespective of their sizes. Having a toll free number gives recognition and can bring more business as people are more likely to call you. 👌 A Perfect Marketing Tool Using a Toll free number in your business makes it easy to keep track of marketing efforts. Toll free number not only expand business reach but also boosts brand recall. They can hep improve the marketing campaign ROI as they are easy to remember and free of cost, so customers will surely reach out in case of any business inquiry. 👧 Improve Customer Satisfaction Customer appreciates when they need not pay the business for getting assistance. Toll free number is one such medium that builds customers trust towards the organizati

Let's take up autodialer today !!!!

  Increased agent efficiency The most tangible benefit of an auto dialer is the huge increase in agent talk time per hour when compared to a non-dialer environment. Auto phone dialers work by making calls in a preset ratio of number of phone lines to agents.  The dialer makes calls in volume “behind the scenes” and then connects answered calls to available agents. The net result is that the agents experience a steady flow of connected calls throughout the day with a “talk time” of up to 40 or 50 minutes in the hour.  Customer service teams that do manual dialing typically achieve around 10-15 minutes talk time per hour. This is due to time wasted doing the following tasks: Dialing the phone number Manually dispositioning calls Listening to voicemails, busy tones and no-answer Leaving voicemails Scheduling call-backs The commercial benefit is easy to see: 200-300% more productivity per hour with an auto-dialer (compared to manual dialing). The percentage increase is normally the same, r

It's all about bulk voice calls today !!!

  WHAT ARE BULK VOICE CALLS? Bulk Voice call is a technology in which multiple users (phone numbers) are called at a time with a pre-recorded or automated voice message in it. It is usually utilized by the mass campaigners or companies who want to circulate a message or information to the public. Political campaigns Lead generation Customer surveys Marketing Alerts (Stocks, EMI, etc.) Health check-up reminders Features in Bulk Voice Calls services Features in bulk SMS or Call services both are not a subject of service providers, but they are a subject of the software used by the service provider. However, ideal software would possess the following features- Language customization tool It should be capable of sending voice messages all over the country i.e. India Broadcasting for campaigns API Codes for Website Software Integration Call Scheduling Facility Voice Upload BENEFITS OF BULK VOICE CALLS Bulk voice calls are easy to reach multiple customers at a one go. Voice medium is a strai