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Cloud, Hosted IVR 0 comments

Blog-ACD

Automatic Call Distribution (ACD) is an important feature in setting up a call center. It is responsible for managing queues and responsibly allocating all incoming calls to appropriate staff agents. If you are in the customer support area, you may have already heard of ACD. In fact, the most common question in any sales team is how is the working of ACD.

Automatic call divider is a type of call forwarding on preset factors. When a customer calls, IVR first gathers the customer’s information and intentions. It then directs the customer to an agent with the appropriate skills on the information gathered. Read More

Technology News 0 comments

Blog-Abandoned-Call

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.

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Cloud, Technology News 0 comments

Blog-Contact-Center-2022

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.

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Technology News 0 comments

Blog-Shrinkage

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. Read More

Technology News 0 comments

Blog-CTC-Lead

Do you wish to increase your company’s production and revenue and looking for solutions? If you answered yes, this article is the ideal place to learn how to get there!

As we get more connected with the passage of time, we cannot overlook the fact that calling a business to inquire about products is still the preferred method of communication for clients. Businesses became fully aware of this and began to organize their product and service marketing and advertisements accordingly.

It’s also essential to ensure that a firm is readily available and that contacting them does not require too much work on the part of the customer. As a result, it is a wise decision for a company to seek out a solution that is both simple and powerful. Read More

Motivation & Productivity 0 comments

Blog-Call-Distribution

It is no shock that your customers want to resolve their concerns for the first time. However, you may be surprised that Automatic Call Distribution (ACD) helps you do this. You probably already have access to this popular call center feature to make it work. If you have a corporate phone system, it can distribute calls intelligently.

Customers don’t want to wait too long or call more than they need to. Not your call center representatives, and especially not your customers.

To do this, configure your ACD software to route calls according to your business and customer needs. Then, when combined with other phone system features, it enhances the customer experience at no extra charge.

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