Gone are the days when UCaaS (Unified Communications as a service) and CCaaS (Contact Center as a Service) were viewed as separate entities aimed at various user groups. Today, platforms and capabilities are converging to assist enterprises and contact centers in improving customer and employee experiences.

Why does your business need UCaas and CCaas integration?

Whether you own an on-premise contact center or not, keeping customers happy is one critical priority for every business, including yours. You may be looking for solutions for expanding and managing your remote teams without affecting their productivity. Or you may be seeking technological solutions that improve the efficiency of your business teams.

If that describes your situation, there are two steps you need to take:

• The first is an openness to cloud-based UC (Unified Communication). It is true whether you are looking for more than mere telephony or a premise-based UC. It consolidates and integrates communications with exclusive features like bridge calls, call routing or forwarding, voice to email transcription. To be specific, UCaas facilitates in-office collaboration and supports mobility.

• The next is to see the value of integrating the two exciting technologies that can improve your ability to respond to your customers’ needs promptly and effectively.

Benefits of integrating UCaaS and CCaaS

Now when you have realized the importance of UCaaS, let’s find out the benefits of integrating your contact center with your business:

Customer centricity

Allowing experts team to interact with the customers, in addition to the contact center executives, brings customer to the center.

For Instance, when agents are unable to manage client issues on their own, the interference of the experts enables them to resolve the issue. That further develops confidence and trust among the customers. It is possible only when your contact center integrates unified communications platforms.

The effective combination of UCaaS and CCaaS is the novel approach that enables firms to provide unprecedented levels of customer service. Agents may now draw on the experience of the entire firm, and office workers can now communicate directly with consumers without duplicating the efforts of the contact center.

Strengthen the backend collaboration

Workplace information silos have been a source of anxiety for far too long. The more inefficiencies, errors, and time-consuming difficulties you have amongst different groups of people, the more likely your business will suffer profitability.

Experts opine that collaboration is much smoother when UCaaS and CCaaS are merged. Contact center agents and internal departments can work together directly. Passing a warm lead to the sales department from the contact center will take only a few minutes.

Data Visibility enables better insights

Hundreds of millions of bytes of data are created every day due to the massive migration to digital space. Enabling businesses to use the proper field data to understand their customers better and provide more pleasing customer experiences is incredibly useful.

The convergence of UCaaS with CCaaS allows corporate management teams to have a 360-degree view of client interactions. As a result, establishing a single point of truth for data analytics becomes more straightforward. Besides, some of the merged solutions of both the technologies with enabled AI help the businesses identify patterns and relationships, making the data more insightful.

Business Agility

The most critical benefit of linking UCaaS and CCaaS is evident in the post-pandemic era. As the times are uncertain, businesses need to ensure that they are up and running irrespective of the external situations. The technological integration of these two tools keeps the teams aligned and working.

Besides, the recent shift to a hybrid and remote work culture required many businesses to invest in cloud-based solutions. Most importantly, along with the streamlined communications, policy implementation and tracking privacy and access are easier since everyone will be accessing from a common cloud-based ecosystem.

Cost-effectiveness

Cost is a crucial point for any decision-making in a business, even if it is about investing in innovation. However, cloud-based communications come with little initial investment, lower maintenance costs, and many other ways to save on cost components.

The combined environment of CCaaS and UCaaS will take your team’s productivity to the next level, allowing you to build and develop strong customer relationships. As a result, earning maximization will be your last concern.

Save Your Communication Expenses With UCaaS and CCaaS Integration 

When the world is changing quickly, the cloud-based ecosystem is the best way to ensure flexibility and agility. Instead of juggling tasks, your personnel can focus on more strategic activities.

A suitable cloud telephony service provider like SARV would also offer required training to your team for smooth functioning in the future as well. Give your brand amazing benefits of integration and let your customer journey mapping run smoothly. 

For more information about how unified communication services can help your business, contact our experts at 9111-9111-00 or 1800-123456-001 or drop an email at sales@sarv.com.

The post 5 Benefits of Integrating UCaaS and CCaaS for Your Business appeared first on Sarv Blog.

Spoken messages are more powerful ways to connect with your supporters, customers, and employees. They enable you to successfully connect with emotions and tone. Despite this, they are underutilized resources. A phone call may not only successfully express your message, but it can also feed and deepen your relationships in ways that a written text or e-mail cannot.

However, how do you do it on a large scale? Voice campaigns allow you to efficiently reach out to individuals, increasing engagement while keeping expenses low.

What are voice broadcasting campaigns?

Voice broadcasting campaigns allow you to reach thousands of individuals with audio marketing communication in seconds. They let you record messages that may be sent in bulk at a set time and date.

What about the additional benefit? Meeting the receivers’ tastes altering these messages may be easy and rapid. 

Let’s find out how voice broadcasting can help your non-profit organization’s campaigns.

Information Consistency

It is natural for people to make mistakes.

When sending the same message to many people, it’s even more critical to make sure the content is flawless. So, how can you do it effectively?

Well, with voice broadcasting, you can craft the message and have complete control over the content. It allows you to maintain consistency in all your communications.

Maximum reach in minimum time

An NGO or charity campaign is said to be successful if fifty percent of your invitees appear at the event. Voice Broadcasting is the best tool to supplement lead generation. It passes your message to a larger audience in a fraction of seconds. The higher the reach, the better the turnout of your campaign. 

Personalize and Integrate CRMs

To boost the effectiveness of campaign pushes, voice broadcasting systems may be used with smart CRM technologies. Patrons from a prior campaign, for example, would already be in the CRM, and their information could be used for future drives. You may also change and tailor your messages based on the information you collect from users.

Message Customization

As previously said, voice broadcasting allows you to deliver pre-recorded messages to a large number of individuals at the same time, with no delay. You may now personalize them to meet the demands of your target audience, which is an added plus.

With a simple voice broadcast, you may reach out to individuals from geographic locations, various demographics, philosophies, cultures, and more!

For instance, before delivering the tailored message, your broadcast may address people by their first names. New leads may receive one message, while regular customers may receive another.

Automated generation of contact lists

Users can enter a pre-defined contact list for the dialler in voice broadcasting solutions. Users may just input a sheet with all the contact and user information into the machine to instruct it.

They may also add numbers to the Do Not Call list to prevent the machine from contacting them. These might be prospective funders and contributors to a charity effort.

In-built preferences

Users can select from various pre-programmed options while using voice broadcasting technologies. These preferences serve as instructions to diallers, allowing them to decide whether to initiate a call or not or whether to leave a message if the receiver does not respond. 

Online feedback and response

The public’s opinion is crucial for NGOs. The voice broadcasting technology allows participants to actively participate in the feedback process while also reducing the amount of manual labor required.

Cost-effective

If charities want to use people, manual dialing will take a large workforce and a substantial amount of time. This not only entails increased capital expenditures but also higher call charges.

By transmitting a digital message to a large number of individuals at once, voice broadcasting systems drastically reduce these costs.

The exclusive features let you optimize your marketing strategy:

• Expand your reach by combining pre-recorded audio messages, popular mobile messaging channels, and text messages through a single web-based interface.

• Save or produce your audio recording using a simple drag and drop option.

• Convert your text into authentic audio messages in a variety of languages using text-to-speech technologies.

Wrapping up

Voice broadcasting, which began as a tool just for political campaigns, has now expanded to include a wide range of businesses, including education and healthcare. Voice broadcasting has evolved into one of the most effective outreach methods over time.

Got any queries? Worry not!! Call our experts at 9111-9111-00 or 1800-123456-001 or drop an email at sales@sarv.com for a better understanding of how cloud telephony features like voice broadcasting can be a great help in your marketing game.

Level up your NGO campaign with voice broadcasting today!!

The post Make Most of Your Non-Profit Organizations’ Campaigns with Voice Broadcasting appeared first on Sarv Blog.

“Get closer than ever to your customers. So close that you tell them what they need well before they realize in themselves,” Steve Jobs

It is a handful of messages for all sizes of businesses to understand the customers and their needs. A successful business holds a sense of consumer needs and tastes amid the volatile market. To make your brand stand out and reach out to relevant customers, you need to get close to your customers.

But, How?

Before asking how, question yourself what you need for a robust customer base, ‘a strong backend team.’ The year 2020 witnessed a sudden shift to remote work, and one of the biggest challenges was their business phone system.

The traditional way of communicating shifted to a new normal of taking calls from the home. For a smooth shift, your business needs a virtual phone system. Now, the question comes: what is the virtual phone system, what is its purpose, what are its different types, and more?

To bring you the point of relaxation, we’ve answered critical questions in this comprehensive guide.

What Do You Understand By Virtual Phone System?

It is a cloud-based phone system that handles the incoming and outgoing calls of the business through an internet connection. Place or accept the calls on a desktop app, mobile phone, or desk phone. Your team can access the existing hardware from any location in the world (only when the access is shared).

On the other hand, scalability is the biggest advantage of virtual phone systems for companies. Not only does it enhance productivity but helps the team to grow. A flexible and affordable business phone system can be set up very easily – empowering employees to work from anywhere. Enjoy its modern features of call routing, reporting & analytics, call recording, voicemail, etc.

What is the working process of a Virtual Phone System?

The cloud-based phone system service providers like Sarv allow your business to get local, toll-free, or vanity numbers. They assist your business to have a virtual global presence. But before the ringing of any telephone number, there is intricate and detailed technological magic that happens.

The core of the virtual phone system is Voice over Internet Protocol (VoIP). It converts all the phone calls from analog sound to VoIP codecs for high quality. There are networks of data centers for optimal performance and to handle unforeseen situations. Transfer office calls to your cell phones easily as the system exists on the internet. Take advantage of increased reliability, better call quality, and a number of advanced features with the virtual phone system.

Which system is better? Traditional Phone System or Virtual Phone System

The business phone system is categorized and defined into two forms – which are 1) traditional and 2) virtual. The virtual phone system is less expensive, more versatile, and easier to control. Whereas a traditional business phone system is expensive and not scalable. Explore more differences between virtual phone systems and traditional phone systems below.

Traditional Phone systems are situated and preserved in-house. It requires lots of cables and servers, and the business needs a point of interaction, a person with specialized knowledge. Meanwhile, the virtual phone system is located off-site, cloud-based, hosted, and hosted PBX are the same. Basically, virtual phone system servers are set up somewhere other than the place of business.

What Upper Hand Do You Get With a Virtual Phone System?

The best advantage of the virtual phone system is call routing to desk phones, mobile phones, computers, laptops, tablets, and landlines. The user-friendly interface of virtual phone systems supports entrepreneurs to easily configure their phone systems on the internet. Let’s dig into the benefits of a Virtual Phone System to support your business.

Simplified Set-up

The virtual phone system has an easy set up and uses compared to the traditional phone system. Start right away with Sarv’s VoIP phone services – ideal for remote employees and in the office.

Economical

The cost of infrastructure is minimum with the virtual phone system. Choose the right combination of features and lines that work best for your business.

Flexible

You can link your own phone number, and the typical need for a wired phone like a landline or an office VoIP phone is all gone. Attend the important calls while on the go.

Comprehensive Analytics & Reporting

With analytics and reporting, you will be able to answer the basic questions for the business. You will be able to give solutions in real-time, thus, increasing customer satisfaction and directly affecting the ROI of your business.

Are You Ready to Make Your Choice Today?

As time passes, your business will get more advanced technological solutions to advance a simplified working process. Now, companies are adopting the hybrid model concerning the risk of infection (COVID-19). If you are struggling to manage your traditional phone and looking to develop a new one, then you can connect with Sarv today.

Sarv’s virtual phone system is economical and provides a full-featured mobile application. Now, handle the business from your fingertips.

The post Your Business Needs an In-Depth Understanding of Virtual Phone System appeared first on Sarv Blog.

Everyone talks about technological evolution and how it is changing customer experiences. The latest adaptation of intelligent self-service has made consumers realize the importance of ‘doing things on their own.‘ Banks initially introduced the concept of self-service and experienced a widespread protest. Eventually, with time, people found self-service more convenient and efficient – companies without it has to suffer the consequences.

Nowadays, people avoid small talks and understand why to bother customer agents for tiny pieces of information. Currently, the majority of the companies are offering self-service, chatbots, and repositories to customers as they are practicing it widely.

Self-service is said to become a new future in customer support. Customer support serves as the base of credibility for the businesses.

To maintain and expand the credibility of the businesses, keep on reading – explore the fundamentals and trends of self-service.

Self Service & Fundamentals

About 45% of companies with self-service features witnessed a decrease in phone inquiries with happier agents. Additionally, empowering customers to help themselves relieved the agents from doing repetitive tasks (like booking appointments, checking account balances, taking orders, etc.). Self-service makes complex to complex tasks of businesses of all sizes simpler and easier.

By definition, self-service is a way for customers to find answers to basic questions about products, services, and policies. You can find it with other names like help center, customer portal, customer community, etc. It bears answers for almost every query. According to the data, around 65% of customers use self-service channels for simple matters, and about 66% of service professionals believe self-service channels reduce case volume. It’s a win-win situation for both customers and companies. Self-service offers convenience, flexibility, and 24/7 support.

Key Self-Service Channels You Get

Help Center

Help Center is a knowledge bank often considered the first step in the customer’s journey. Here, customers can easily find answers to common questions, for example, how to manage a subscription, begin a new subscription, review privacy policies, etc.

Customer Portal

Customers portal gives a seamless and personalized brand experience through the website. They can access the information and complete actions on the website.

Customer Community

It is a one-for-all online space for peer-to-peer support. Customers are free to share their ideas, answer questions, and present solutions to problems. The platform here makes customers feel like brand insiders and subject matter experts, driving loyalty.

Trends in Self Service

Trends keep on evolving for more standardized and simple living. But what are your thoughts on self-service technologies impacting the work of call center leaders?

Greater Personalization with CRM

Combining the data with customer relationship management tools will help companies deliver personalized self-service experiences. Imagine the existing help desk systems and deeper integrations are giving resolutions to customers in minutes. The well-integrated self-service system will aware brands about:

• Customer’s current location on the website,
• Order history or past pages,
• The previous conversation with support or sales teamS.

Growing Use of Videos

Do you know the engagement on pages with videos is more compared with text? Video consumption increases day by day, and self-service video is an efficient way to break down complex or confusing issues to customers. Major companies are using this technology to solve queries. The benefit of videos is that they are easy to create and share. The video usage in knowledge bases and FAQs are like an asset to the company.

Repository/Knowledge Base

The traditional knowledge base started with the Frequently Asked Questions (FAQs) page. Now, it has transformed into a knowledge repository as a self-serve customer service library. It allows consumers to find answers to their questions rather than talking to a customer service agent. You can feel the adrenaline rush of customers whenever they can solve their problems on their own.

A knowledge base/repository should be easily accessible and should include FAQs, self-help articles, video tutorials, documentation, references, etc. It will improve customer satisfaction and can lower the call center operating costs.

Omnichannel Support

Nowadays, everyone owns mobile devices, helping them connect globally while on the move. If compared, you can find the growth in the global website traffic because of mobile devices. From the report of Nextiva and Microsoft, 79% of millennials are more interested in brands purchase that provides mobile-responsive customer support channel.

Mobile customer service support is the new demand that includes three different communication channels. Self-service should be omnichannel to create a seamless and positive customer experience (CX). Brands can take advantage of mobile functionality to enhance the overall CX.

Create a Future with Intelligent Self-Service Technology

As we are already aware, self-service is the new way of communication between customers and brands. They get fast answers to their questions, improving customer satisfaction. Meanwhile, agents are more and more focused, encompassing the strategic work rather than routine requests.

Are you looking to create a self-service future? Connect with our experts to discuss your customized requirements. Benefit your customers, agents, and business with self-service.

The post Self-Service: The Intelligent Customer Support Technology appeared first on Sarv Blog.

Call Centers work on multiple campaigns including lead generation, calls, inbound leads and follow-up calls. But merely working on campaigns is not enough if you do not utilize or benefit technology in enhancing the operational efficiency of the campaigns.

Agents manually dialing customer numbers tend to waste most of their time. Taking advantage of AUTO-DIALER is a great solution to it.

Let’s see how an auto-dialer can benefit your business!!

Automation in call centers is a great software that helps service agents by motivating them to focus solely on their customers.

Good customer service is now essential for long-term relationship building, as is consistent communication and follow-up. Auto-dialers can help you achieve your goals, regardless of your organization’s size, the type of audience you are targeting, or the type of calls you are making.

In this article, we will look at the different types of auto-dialers along with some factors. By this, it will be easier for you to identify which auto-dialer is best for you.

The Types of Auto Dialers

● Preview Dialer

Preview dialers work in a similar way to a phone book. The agent is presented with a list of potential customers who can review their information and history before calling their number. 

It gives the agent a preview of the prospect/information they can prepare, but it doesn’t waste time dialing the number.

● Power Dialer

After an agent has finished their call, power dialers dial the next number in a sequence. The agent must indicate that they are available in this case, and the dialer will place the call automatically.

A power dialer saves time for experienced agents by reducing manual tasks, reducing downtime, and increasing productivity.

● Predictive Dialer

The predictive dialer makes several outbound calls at the same time. When a prospect or customer answers the phone, the call is transferred to the next available agent.

The most significant difference between a predictive dialer and a traditional dialer is that a predictive dialer considers multiple variables while predicting when the next agent will be available.

Predictive dialers dial as many customers as possible at once and connect the agents with the customer who answered the call. 

Benefits of An Auto Dialer

● Real-Time Monitoring And Reporting

Real-time dashboards help call center managers make better decisions and assist agents in taking quick actions to improve by identifying problems in real-time.

Auto Dialer software also provides managers with quick access to call recordings, tracking agents’ performance, and ensuring call quality. Key call center metrics can be easily tracked and measured regularly to improve operational efficiency.

● Improves Organizational Efficiency

Auto dialers can detect busy signals, voicemails, and non-serviceable numbers in an efficient manner. Not only this, its dialing process ensures that only connected calls are routed to agents, dramatically increasing the call connect ratio.

Higher agent productivity and operational efficiency result from more connected calls.

● Lead Conversion

Who doesn’t love more leads and more conversions? Let Auto Dialers simplify the process for you!!

Auto dialers, such as preview dialers, allow agents to prepare before a call is connected by providing a quick snapshot of the customer’s contact information before dialing the number.

Preliminary information at the agent’s disposal can lead to a more personalized conversation, which helps engage the prospect and significantly increases lead conversion chances.

Factors to Consider While Choosing the Auto-Dialer That Fits Your Needs?

● Size of Organization

A predictive dialer might be better for improving agent productivity if you are a large company that makes many calls per day.

On the other hand, a preview dialer will suffice if a small business makes only a few calls.

● Audience

When you have a long-term relationship with a customer, it is critical to have all of your information on hand before calling. In these situations, a preview dialer is the best option.

On the other hand, predictive dialers may be more effective for homogeneous customer groups where your agents repeat the same message.

● Business Goals

A preview dialer may be the best option to provide a personalized customer experience. A predictive dialer is better if agent productivity is your top priority and can benefit your business a lot. Power dialers are preferable if you require agent availability flexibility.

Auto-dialers can help you achieve your goals, regardless of your organization’s size, the type of audience you are targeting, or the type of calls you are making.

Let’s Wrap Up….

Today customers are becoming more demanding than they were ever before. They want proactive customer service assistance and benefits from the product or service.

Outbound call centers that need to handle a high volume of customer calls can benefit from auto dialer software. It not only improves operational efficiencies but also helps clients receive personalized communication. 

Many of Sarv’s contact center clients are already taking huge advantage of auto-dialer software, why are you still thinking about it? We offer the most reliable and customized cloud telephony solutions. Contact our team of experts now and book your free consultation call. 

Whether you need to run a marketing campaign or improve your lead conversion ratio, auto dialer software can help your company succeed.

Enhance your business efficiency with Sarv’s Auto Dialer software and let your business thrive at heights!!

The post What Is an Auto-Dialer? How Can An Auto-Dialer Benefit Your Organization? appeared first on Sarv Blog.

What is a call center?

A call center is part of a business that typically handles a huge number of calls from people. People who are either regular customers of the brand or potential buyers who can eventually become regular customers.

The importance of call centers is growing as more and more business transactions take place online. Another factor is the increase in the number of services that offer self-help opportunities to customers.

An excellent customer experience is one of the most important contributors to a company’s success. Call centers are essential to maintain a great customer experience that is both smooth and highly efficient.

Set up a successful call center

There are several factors that determine the effective operation of a call center. In particular, it is the performance or efficiency of the incoming call team that handles customer queries.

Needless to say, it is essential for any business to equip its call centers with the most efficient technology. It is imperative while investing heavily in recruiting and training agents.

The following are some of the key factors that determine the success of a call center.

The team of agents

The connecting link between each company and its customers is the people – agents, managers, analysts and other managers. The entire agent team is one who is properly trained, satisfied with the job. Also it is regularly rewarded for good work with recognition and rewards.

A thriving call center puts your team above all else to create a complete work environment.

However, even a successful agent team lacks stability when it has a high rate of employee leave. The call center needs to spend more energy and time training new employees and less time actually doing the work.

One of the biggest reasons why employees leave the company and transfer to another is dissatisfaction with their existing job profile. Employee dissatisfaction has following factors:

• Too many manual tasks. This can be frustrating and helpless among agents
• Dependence on KPIs that focus more on quantity than quality. Such indicators can  help you lead to underestimated and unmotivated feelings in employees
• Worn technological solutions that slow down the pace of work and drive team performance

Using the right technology

The use of inefficient, outdated or unnecessary tools can hinder the agent’s experience and the company’s success.

Let’s say that each agent has to switch between different technological options in order to provide the best service to every customer who turns to him. In this case, their tools can be an obstacle rather than a solution.

It would therefore make sense to limit technological solutions. It is to those that offer maximum service while requiring minimal resources.

One useful and important tool is the cloud phone solution. It can be used to store and manage a large customer database, run a multi-channel communication system. Along with features such as call recording and efficient call tracking, track important KPIs, and reduce overhead.

Businesses need to keep in mind that one of the main responsibilities of any call center is to provide excellent customer service and try first call solutions. Most customers are likely to be loyal to brands that offer highly personalized and thoughtful services, including reliable support channels and effective communication.

Improved customer experience

The mainstay on which every call center is based is the customer experience.

To ensure the best shopping experience for customers, organizations need to integrate a well-trained team with a user-friendly technology system.

Some of the key features that all agents need to implement when working in call centers and dealing with endless customer concerns are:

Maintaining a consistent response capability

When communicating with a company, customers must constantly feel that the company is hearing them and giving value.

When they turn to a company with questions about a product or service, they need to be able to communicate seamlessly until they feel their problem is completely resolved.

If the brand stops responding in the middle of a query and the customer feels left out halfway, they are unlikely to return to the brand for further business.

For call centers to be successful, they need to maintain consistent and meaningful communication with their customers.

Summarize

Call centers are designed to bridge the gap between a business and its valued customer base. Especially in today’s situations where the whole world and the market are in the throes of a pandemic. So it is important to maintain fast, efficient and simple customer support services in a detailed view.

Identifying and addressing gaps, integrating mutually beneficial approaches for the business and its customers. It provides a multi-channel experience can help any modern call center achieve its goals and success.

The post Detailed View On Call Centers and Key Factors to its Success appeared first on Sarv Blog.

To build a reputation as a business and steadily remain the popular choice among prospective customers, quality of products and thorough customer relationship management is important.

Businesses today thoroughly understand the need to have a steady clientele who are loyal to the brand. But to build such a relationship, there are several things to be observed. The evolving technologies make it easier to connect with your customers better. 

One such booming technology is the VoIP or Voice over Internet Protocol. It has many perks like tracking and managing sales leads, prospects, and customers more efficiently.

About VoIP CRM Integration

The CRM Integration includes the connection between your VoIP Phone system and the CRM that helps to synchronize the information between the 2 tools. It eases all your manual tasks and lets you track and analyze important customer interactions. The integration between the 2 tools lets the agents function without any hassle. Also they can easily access details of the callers. VoIP CRM Integration eliminates the need for manual tasks of storing information after the call has ended.

Unveil the power of VoIP CRM Integration and let your client communication become smoother than ever. 

Here we are going to share some useful insights about the VoIP CRM integration. Along with, how it can help any business grow.

Advantages of VoIP CRM Integration 

Get Calling Data On A Real-Time Basis

Studying the interactions with your customers can give in-depth insight into the business. Every conversation holds some vital knowledge that can be used to grow the business. The products popular among the customers, the item they complain about frequently, the general feedback- all can be deduced on a real-time basis using the VoIP CRM integration. The process becomes less time consuming and effortless as no one has to manually take notes for every phone call between the customers and the agents.

The CRM integration helps to track other relevant information like the type of device used to place the call, time duration of the conversation, the time when the customer called and so on. All this information gets used to improve the customer service overall.

Better Scope For Personalized Interaction

Customers love a tailor-made solution for their problems or a product as per their needs. But how can your brand deliver this? To know what your customers want, easy access to their call recordings is very useful. It will help to track the requirement in real-time and accordingly customize the products, services and solutions for the next conversation. VoIP and CRM integration allows quicker and more flexible access to the information needed to personalize the services.

Also, the ready availability of customer information helps to provide personalized and tailor-made solutions instantly. The company agents can check the data in real-time and provide the solution on the spot. This promptness attracts customers and helps with customer retention in the long run.

Reduction Of Operating Costs

Did you know that VoIP and CRM integration reduces the operating cost significantly? 

It is also another reason why many businesses are investing in this trending technology. Firstly, you need not buy separate software for VoIP and CRM, thus the investment cost is reduced. Moreover, the integration simplifies the workflow and it becomes easier for the agents to manage it. As a result, the productivity rate and profit margin increase simultaneously.

Also, as most of the tasks become automatic, the chances of error are negligible. As a result, costs incurred in the form of penalties or extra payments also get reduced.

Overall Productivity And Efficiency Is Increased

The overall efficiency increases when you implement the VoIP and CRM Integration successfully. Repetitive tasks like looking up client information, searching contact pages, finding old tickets, and entering new data are also automated. Data manipulation is handled automatically by the software, and the agents are free to handle other core tasks associated with the business. 

There is rarely room for error with the automated system, and hence the overall customer’s experience is improved.

Improves Overall Management

The managers get key metrics about the overall performance of different aspects of the business through the VoIP CRM integration. Information like caller hangs up the frequency, average duration of the calls, agent ratings, number of calls answered per day, average wait time help the managers take crucial business information for overall improvement.

For example, if a specific agent spends more than average time to solve certain types of queries, the company can find out the records through this integrated system. Based on the report, they can take the next step, like assigning a different agent for the specific account. In short, the management decisions are quite optimized with CRM Integration.

Post-Call Activities Are Smoother

After interacting with the clients, there are several steps one must take to resolve the ticket. These are the post-call activities. The VoIP CRM Integration will automate all the post-call activities and formalities for the agent. The CRM Integration will sync all the data from your business phone system into the CRM, thus reducing the need to manually feed the data. 

The follow-up actions like calling back, seeking feedback, emails and messages all get streamlined too as a result of the integration.

Concluding Remarks-

In short, the perks and benefits of VoIP CRM integration are varied and businesses enjoy growth, higher profit and a stronger reputation on implementing the entire integration. It is one of the most powerful methods you can use to enhance your customer relationship. It helps you stay ahead of your competition while reducing your overhead expenses and increasing customer relations. 

Many leading organizations are already taking advantage of SARV’s VoIP CRM Integration. We also offer you a free demo to help you guide through the process. If you wish to set up a call centre, you should check out Sarv’s cloud-based phone services. Talk to our industry experts now and reap the benefits of the system as soon as possible.

The post How Businesses Can Leverage The Power Of VoIP CRM Integrations appeared first on Sarv Blog.

Do you know all the processes of a call center? Are you able to maintain customer satisfaction and build effective customer loyalty? Why have most of the calls been dropped off? What are abandoned calls and rates? There are so many questions you need to answer when you have a call center to run.

Call abandonment gives you valuable insight into your call center’s performance by studying the abandonment rate. KPI (key performance indicator) plays a vital role when measuring customers’ behavior – supporting managers to improve productivity.

If your call center is witnessing an increase in call abandonment – it’s time for immediate action. To help you best, we’ve classified 5 effective ways your call center needs to avoid abandoned calls.

But before that learn what’s abandoned calls?

Abandoned calls are the calls that were dropped by customers while waiting to connect with an agent. A wide array of effective reasons can be highlighted for abandoned calls: either the customer dialed the wrong number, the customer was not ready to wait, lines were busy, and many more on the list.

Whatever the reasons are, you can reduce abandoned call rates in your call center. Now, abandoned call rate (ACR) is one of the most significant KPIs of call centers, helping to manage and control call center’s rejection rate.

ACR can either increase or decrease your customer satisfaction. The more successful your call center is, the more calls you will get, likely increasing – the hold times and leading to a high abandoned rate.

By the way, abandoned rates between 5% and 8% are considered normal. Meanwhile, based on different situations, like time of day and industry, these rates can rise to 20%. However, one abandoned call is bad for business, affecting the loyalty and satisfaction of a customer. So, how can you engage more customers effectively, reducing the abandoned rate?

Here are the five effective ways to do it.

Add More Channels of Communication

The existence of new media and communication platforms – ‘call it omnipresent’ – has expanded the way of communication. Nowadays, customers are available everywhere. Before calling an executive, a customer will prefer utilizing; digital channels to get assistance.

At present, 88% of all organizations are delivering a multi-channel service experience, and as per studies, around 77% of customers utilize more than one communication channel for the service. Additionally, the customer expects companies to have 10 different channels to reach out to.

Improve Queueing Strategy

There are many ways to reduce hold time and enhance customer experience. Remember, communicating with customers while they are on hold will improve your call abandon rates. You can use these simple steps to diminish abandoned call metrics.

Increase initial ring time in IVR

Instead of sending callers directly to the IVR, increase the ring time. It’s a great way to get a few extra seconds. People are programmed to wait for 10-20 seconds without questions as the average phone rings for about 20 seconds before going to voicemail. Increase your ring time and witness the change in abandon call rates. 

Inform Customers Regularly

Customers appreciate honesty and the feeling of being prime. On the days of high call volumes and hold-times, inform your customers by preparing a message in the IVR or ACD about the estimated wait time or indicating a period of high call volumes. Don’t use those stagnant, boring messages “your call is important to us.” Instead, inform them that they are in the queue.

Change Welcome Message & Hold Music

There may be a chance that your welcome message and hold music are putting people off, thus, affecting the abandoned call curve. Experiment with your welcome message, and hold music to reduce abandoned calls. Maybe some extra information and good music can help manage the abandoned call curve.

Implement Callbacks to Customer

One of the best features within the IVR system is ‘callback’ – an alternative to waiting on hold. Some refer to it as ‘virtual queuing’ or ‘virtual hold’, greatly helping to downsize abandoned call rates. Following the report of Forrester – 75% of people prefer to hold their place in the queue and go on to do something else. Additionally, 32% of call centers witnessed lesser abandoned call rates after adding callbacks to the system.

Invests in Agents & Adjust Schedules

Investment is one of the ways to make a fruitful future. Call centers can make a massive difference by training and educating agents regularly. It will improve productivity with best practices and techniques – supporting agents to enrich customer experience. Also, adjusting agent schedules to match peak calling windows will be economically feasible.

Offer Self-Service

This can be the first way to reduce the abandoned call rates in your call center. Imagine customers can solve their problems on their own with just a few simple clicks. Self-service is that solution a call center can offer. It will reduce frustration and add satisfaction among customers to get what they want. This will add customer loyalty thus, improving call center metrics.

Leverage Cloud Call Center Software to Avoid Call Abandonment

The aforementioned ways will help you avoid abandoned call rates, giving the customers the level of services they require. Take your business to the next level with the features mentioned above and use effective call center software for your business.

Speaking of call center software; nothing is best than a centralized system of cloud. Cloud call center services of Sarv will improve your team’s efficiency and metrics over time. Everything will be available for you under one roof with options to customize as per preferences and needs.

The post 5 Effective Ways Your Call Center Need to Avoid Abandoned Calls appeared first on Sarv Blog.

Understanding CCaaS

The concept of a contact center as a service (CCaaS) has captivated businesses for a few years now. With the changes caused by the pandemic, this service seems to have gained momentum.

How a company addresses the concerns of its customers is a high priority for today’s buyer. The widespread availability and accessibility of mobile devices has also set high standards for what consumers expect from today’s businesses.

As cloud-based call center services become more prominent, traditional call centers that operate outside of a physical location. It depends entirely on a large-scale hardware installation will become more prominent.

CCaaS solutions, while essentially similar to traditional contact centers, help manage call volumes and support services more intelligently. Some of the key features that stand out in CCaaS are:

• Integration of Smart Interactive Voice Response (IVR)
• Fast scalability
• AI-enabled chat robots that help customers navigate common problems
• Call forwarding on a global scale
• Enhanced cyber security for customer data
• Easier access to data for support agents

The future of CCaaS

As technology continues to evolve and expand its global presence, below are some of the trends that will dominate the future of CCaaS.

1. Self-service

The number of customers who prefer self-service options to improve their query is growing every day. Some of the features of the Cloud Contact Center that will lead to a more independent future for customer support include virtual agents, chat robots, customer service analytics, and more.

Today, a significant proportion of buyers prefer to communicate with automated chat robots. This can handle simpler routine queries and help automate trivial tasks.

For more complex queries, these self-service tools efficiently direct calls and provide the necessary human touch.

If the chat robot can’t resolve the issue, it can connect the client to a human agent in the same chat. This allows most problems to be solved without call-to-call communication. Thus reducing the workload of employees and making customers feel independent.

2. IVR and AI

IVR

The interactive voice response feature allows customers to explore the various services offered by the contact center. Voice support helps improve the customer experience by providing a sense of personal touch.

If the company is also focused on building a cloud contact center, IVR systems can also enable interactions based on their past purchases.

The IVR system can also be connected to the Automatic Call Distribution (ACD) feature. ACD allows agents to access caller information and history before forwarding a call. This allows for efficient call forwarding and more relevant communication.

AI

Artificial intelligence helps companies to gradually reduce the energy, time and money invested in hiring and training their workforce, taking over a number of insignificant and even important tasks.

The workload of staff has been significantly reduced as AI systems have become able to replace people in various business operations.

In the Analytics Insight survey, more than 80% of respondents expect their company to incorporate artificial intelligence into its activities in one or more ways by 2025.

3. Switching to the cloud

As the global transition to virtual services expands, offices are now moving to cloud call centers. In addition to cost savings by reducing the infrastructure costs required by a physical contact center, cloud contact centers allow support agents to communicate with relevant callers even from remote locations.

In addition, state-of-the-art cloud contact center software enables businesses to securely store large amounts of customer data while providing easy access to agents and employees.

Cloud services also offer much greater scalability during the growing season. They eliminate the need to install cumbersome hardware systems, making the customer service experience smoother and more efficient.

4. Omni-channel communication

Omnichannel’s solutions are the talk of a business town. Using tools to analyze customer behavior and find out which communication channels callers prefer, companies are now working to highly personalize their service offerings.

Reaching out to buyers and potential audiences through a variety of sources (e.g. social media, text messaging, instant messaging, etc.) will allow consumers to feel more independent.

Brands can take advantage of omnichannel solutions and target consumers exactly where they are, providing better customer retention in the long run.

Conclusion

The future of contact centers is the transition to CCaaS. Transforming contact centers into cloud contact centers is a change that all businesses will have to adopt sooner or later.

Because virtual workspaces rely on cloud systems to store data and manage operations remotely, CCaaS helps brands strive for business efficiency and a smoother customer experience.

The post Contact Centre as a Service for 2022 appeared first on Sarv Blog.

Volume increases the pressure of managing things at a time. There are times in the call center, when it is difficult to know available agents vs how many are away on a break, attending meetings/training? The difference between the two is Call Center Shrinkage. How many call centers take this factor into account whenever there is a headcount? Shrinkage here plays a vital role in scrutinizing how many representatives you’d need to interact with customers.

Understanding shrinkage percentage as a call center key performance indicator (KPI) can not only improve customer interactions, but also help to handle average handle time, service level, and bottom line of business.

What is Call Center Shrinkage?

Call center shrinkage is a workforce management metric that describes the number of representatives actively talking to customers or handling calls divided by the number of agents unavailable then. There is some planned shrinkage, like agents needing to attend scheduled meetings, training, or charting things out.

Meanwhile, there is some unplanned shrinkage, like agents calling out sick or on vacation. To have adequately staffed call centers, you need to forecast shrinkage as it is more important than assigning an agent a phone. The definition of shrinkage may vary from organization or industry.

• Any activity that renders an agent unable to attend to customers or support them, like the performance of any scheduled/unscheduled performance activities.
• Elements that restrict agents to be productive are termed shrinkage

Factors Affecting Call Center Shrinkage

Two main components cause call center shrinkage. Some factors can be controlled, but some are not as they may arise due to unhappy employees, which you can eliminate by addressing the root cause of employees’ grievances.

External Factors - Factors like holidays, vacation, absenteeism, leaving early, coming late, etc., lead to call center shrinkage.

Internal factors - Internal factors like paid breaks, team meetings, one-on-one meetings, coaching/training sessions, system downtime, etc., affect the call center shrinkage.

Understand how shrinkage is calculated and how it impacts the efficiency and performance of the call centers.

How to Calculate Call Center Shrinkage?

Measuring call center shrinkage is not simple as there are two formulae you can use to calculate it – one measures staffing requirement, and the other calculates individual agents’ performance. Take a peek for a more reasonable understanding:-

In Terms of Agents

In terms of Hours

How much Shrinkage Percentage Admissible in a Call Center?

The percentage and requirement vary according to the industry, but the most accepted figure stands between 30 and 35% for the call center industry. Typically, the shrinkage percentage is measured across 12 months.

How Shrinkage Impacts the Call Centers Efficiency?

Shrinkage rate and performance are inversely related to each other – a high shrinkage rate is an indicator of low performance, vice versa. If the number of calls available agents, the wait and hold time will automatically increase, resulting in reduced satisfaction. Shrinkage is not a productivity metric, but supervisors sometimes utilize it to identify if the overall customer experience can be enhanced.

Agents can face undue pressure due to high shrinkage rates, affecting productivity. Managers can plan as per the call center needs and predefined service goals. Here managers hold a strong responsibility of regularly monitoring and tracking this metric to meet staffing requirements, ensuring the call centers’ efficiency.

What are the Ways to control Shrinkage in Call Center?

The cloud-based call center software comes in handy to track the shrinkage. Manually managing the task can lead to unwanted errors. Before moving on to learning this, certain causes of shrinkage cannot be controlled or eliminated. Following data, most meetings are conducted between morning and afternoon – the time could be considered shrinkage time.

Analyze the data of all departments/teams that have high shrinkage – it will give you insights into which processes need improvement. You can use the latest technology to improve shrinkage rates, keeping a robust strategy to reduce and monitor it.

• Use Workforce Management (WFM) Tools
• Measure shrinkage regularly
• Calculate Shrinkage in hours
• Take care of absenteeism
• Motivate agents to be competitive

Look Forward to Your Call Center

Several online calculators are available to help measure call center shrinkage by call volume, amount of time, average handle time, and service level. However, you can use contact center software to eliminate manual steps in monitoring shrinkage. By making this a continuous practice, you can keep the shrinkage rate below 35% – the industry standard.

Read more about how Sarv cloud call center software advances powerful cloud telephony solutions with real-time analytics.

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