Monthly Archives: July 2015

Factors to take into account for a better Contact Center

call-center-teckinfoA contact center is the first point where all customer enquiries are handled.  Small and large corporations and organizations know that handling customer’s inquiries quickly and effectively is crucial to boosting their sales and retaining their customers. A lot of corporations have found themselves in the wrong side due to poor customer service.  This is why it is important to ensure that your customer contact channels are updated on a regular basis. The following are important tips you should always take into account if you need to transform your contact center.

Hiring qualified staff
Hiring qualified staff in your contact center is one of the things that will greatly improve the performance of your contact center.  The people handling customer queries should have the necessary training to effectively respond to clients queries.

Training your staff is the other alternative you can opt for if you are not able to hire qualified staff. Training your existing staff will help to improve their communication skills while at the same time boosting the customer’s satisfaction. Offering incentives will also go a long way in motivating the employees to provide better results.

Consider outsourcing to reduce your overhead costs
Outsourcing is one of the commonly used channels to get qualified and experienced staff. If you feel that you cannot be able to hire call center staff due to the huge overhead costs you may incur, it’s time to outsource this service.

Contemplate hiring mobile agents
One way of greatly improving the performance of your call center is by using mobile agents. A lot of companies are opting for mobile agents since this does not require any form of expansion.  The virtual agents use a home phone or a soft phone with a broadband connection.  These agents will help you expand your contact center without worrying about extra real estate costs and space.

Consider hiring a Work Force Management service
A work force management vendor is a great way to manage your contact center staff.  Hiring a work force management vendor will help you address quality issues effectively thus improving the quality of your services.

Develop a business contingency plan that will shield you from unforeseen events
Nature can bring along lots of surprises and knowing that your contact center has been shielded from these risks will give the peace of mind. Several contact center vendors offer redundancy to their clients in order to mitigate unforeseen events that could render your contact center useless. Having this plan will help you to operate your center without worrying of what might happen next.

Invest in call recording
Are you suspecting that your call center agents may be rude to customers but you have no evidence about it? Investing in call recording will help you determine the key areas that need improvement. Call recording will also help increase your customer’s satisfaction as they will be at peace knowing your company values quality communication.

Segment customers using IVR options
Improve the routing of your IVR options to match the right customer to the right agent – this will undoubtedly improve customer satisfaction as the customer will be speaking to a skilled agent who is able to respond to their queries.

Self Service IVR
The right IVR and self-service solutions improve the efficiency of your contact center by reducing call volume and giving agents more time to focus on interaction. Nothing is worse than having to repeat oneself, especially in the same call, when jumping from self-service to live service. The awareness around the need to provide continuity to avoid repetition has recently grown, which led to the introduction of new technologies that help you track the customer journey.

Improve the agent desktop
Take a look at the agent desktop. In the majority of cases this is a complex environment that leads to excessive agent training needs, increased levels of agent frustration and thus turn-over, increased average call handling times and, worst of all, customer frustration while they wait for the agent to resolve their issue. There are products on the market now that can  revolutionize the agent desktop to make it more interaction-handling centric and remove the need to directly access business applications, and can even recommend what the agent should do next.

Real time monitoring to maximize results
Knowing exactly what is going on in your contact center, what transpires between your customers and agents during the call, and how well your agents adhere to compliance and quality guidelines is critical to long-term success. But knowing what went down during a call AFTER the call has ended doesn’t give contact center managers the ability to intervene or take action while a call is still ongoing. However, with real-time call monitoring managers and agents can act, not just react.

Most of these tips are related to having better technology at hand. Investing in a good contact center solution that is robust and scalable is the need of the hour.

Teckinfo brings to InterDialog UCCS ,  a Unified Contact Center Suite which  is a highly reliable and robust solution for both inbound, outbound and blended contact centers. Our highly efficient CTI and ACD make our product extremely scalable, easily reaching upward of 1200 seats per setup  while keeping the vital parameters well within limits. Options for high availability and redundancy make the product truly enterprise class.  Multi- level self-service IVR with option for TTS, speech recognition, integration with database / 3rd party database, & Screen Pop up are some of the salient inbound features. For outbound we provide a very powerful lead management tool, predictive / progressive /power / preview dialing. Option for best of breed Advance Dialing logic and Automatic Outbound Dialing are the added advantage.  Call recording/ screen recording with option for centralized single view is the USP of our logger .With Interdialog’s unified agent , contact centers are able to provide consistent enthralling Omnichannel customer service.

The scalability of InterDialog UCCS ensures that the solution is future proof, it grows with your growth.

Written By Tushar Madan,  Teckinfo Solutions Pvt.  Ltd.

For more information on the InterDialog UCCS, download the brochure from http://www.teckinfo.com/brochures.php or
contact us at http://www.teckinfo.com/contact.php

Why Call Recording Software Is Important For Your Contact Center?

ninoxMost of the contact centers that have software for call recording, have it  to comply with government policies about call monitoring, or  in some cases, industry regulations. However, there are lots of reasons why having call recording software should be a top priority for all contact centers. Having this ability in their day-to-day operations has endless advantages that should not be overlooked. Some of the most important reasons why it is sensible to have a call recording software are:

Training Purposes: Before a call center agent is hired, they are usually taken through extensive training and orientation of possible case scenarios they may encounter while on the job. This training will however, prove inadequate for some situations after a few weeks. Having call monitoring makes it possible to revisit and review events and as such, have ongoing agent training for new scenarios that were unforeseen during initial training. It also enables guiding the agents through best practices for each case.

Managing Human Resources: A manager could be allocated a large number of agents under him. It then becomes a challenge, or even impossible, to individually monitor the performance of each agent. Use of call recording software will enable the manager review records of his agents and thus reduce supervision time and also increase the effectiveness of his training. Additionally, agents who are well trained will reduce costs of hiring and training new staff by reducing employee turnover.

Quality Assurance: Call recording software makes it possible for managers to review any call at any time for call quality. This provides a very good way of gaining an insight into a typical conversation between an agent and a customer and also goes a long way in helping managers to quickly address any issues. Not all customers would file a complaint after having a negative experience with an agent. This means that bad behavior on the part of the agent can continue for months until it is addressed. Therefore, call recording software enables identification of such problems before they start causing damage to the organization.

Reduced Costs: Use of call center recording software goes a long way in reducing operational costs of contact centers. This is achieved through reduction of paper trails by eliminating the need of having written evaluations, storage material and space for the hard copy records, and other related material. It also benefits the environment by reducing waste that comes from the contact center.

Agent Self Evaluation: The best agents in any field are those who realize their weak points and take the initiative to make corrections or improvement without the intervention of a manager. Call monitoring software makes it possible for agents to assess their performance and in the process, learn from their own mistakes and make the necessary changes to better their performance.

Apart from these reasons also by recording conversations, one can create a wealth of data which helps you to analyze the business and take your customer service levels to newer heights. But for this you need a state of the art recorder/ logger which not only captures the customer experience but helps you maintain all your data in an easily accessible manner.

Teckinfo Solutions has two such products for you.

Ninox is a voice/screen recorder which takes care of all critical recording/logging requirements be it Call Center/BPO, Financial Services, Financial Trading, Telecom. Government or any business where recording/logging is essential. With the added feature of screen recording , proper capturing of customer data is possible which extremely important  especially in places like Path Labs, Banks & Stock Trading etc.

Having vast volumes of data scattered across the organization, timely and orderly retrieval of   data becomes difficult along with the overheads associated with getting the data at a central place.

So, Teckinfo has gone a step further & introduced Ninox+

NINOX+ is an independent tool that can be used at an organizational level to collate real time screen & voice recording data from each of their branches / locations on real time basis and transfer it to the central repository of the organization. Screen and Voice data from third party recorders / logger  can also push their files, through an API, thus protecting investments already made by companies at the branches and other location. Information collected at each centre is converted, compressed and sent to a centralized repository for storage over the company VPN or MPLS network. Ninox+ can also give you single point of monitoring of branches by giving you information and alerts on the status of the voice recorder / logger (whether recording / not recording) at each location.
With an easy to use front end one can find and retrieve data by simply searching based on branch, location, city, regions etc. thus saving vital time, money and manpower from this activity. This tool can be used to not only adhere to government norms, but also protect the organization against any miscommunications, train and develop new staff and elevate customer experience to a level that encourages long-term relationships and reliability.

Bring NINOX+ into the ecosystem of your organization and watch the efficiency shoot up while your overhead expenses, manual labour and scope for human error diminish largely.

Written by Ajay Tyagi, Teckinfo Solutions Pvt. Ltd.

To know more about Ninox and Ninox+, do visit http://teckinfo.com/voice-logger-voice-recorder-sip-call-logger.php

To know about other products, download brochures : http://teckinfo.com/brochures.php

Contact us: info@teckinfo.com, +91 11-49605577,88

Contact Center Solution for Banking Industry

contact-center-sloution-banking-sectorThe Banking industry is not only vast but also extremely dynamic. Not only does each department in this industry have vastly different processes based on their respective roles and responsibilities but are also constantly evolving to satisfy the ever growing needs of their vast customer base. A never ending change on such a massive scale is sure to put a stress on the resources and efficiency of any bank. It is also likely to get more complex when the target geographical area is very large and in turn can be detrimental to the response time  for customer queries, the maintenance of the products and services of the bank and increase the cost involved in acquiring new customers.

Owing to the increasing number of ‘delinquent’ & ‘no pay’ customers, debt collection has become a critical issue for banks. Banks or their collection agencies need to ensure that debts owed to them are collected in time. In today’s prevailing competitive business & economic environment, automation of debt collection is critical to safeguard long-term financial stability and growth.

With the InterDialog Unified  Contact Centre Suite by Teckinfo, combating these challenges can be easy. Tailored specifically to suit the demands of the Banking industry, the InterDialog UCCS has customized forms and workflows to take care of the collections or tele-sale processes of the bank. These processes can range from sale of Personal Loans, Mutual Funds, FDs, etc. and also the sale of Credit Cards starting from Cold Calling, Co-brand calling and other value added products of Credit Cards.

InterDialogUCCS has been tweaked to take care of telemarketing products like various different types of loans such as Personal, Housing, Vehicle, etc. It also handles the sale of Mutual Funds, FDs to existing customers and oversees one of the most important processes for the banks, the sale of Credit Cards to the Open Market and co-brand customers. The InterDialogUCCS also takes care of most of the Welcome and Customer Retention Processes, like the Welcome call made to new customers. It also takes care of easing several transactions, such as balance transfer, FlexiPay, Easybill, which were earlier manual and gargantuan tasks.

The InterDialogUCCS has a massive repository where customer information is collected via calls and IVR inputs, stored and can be easily retrieved on the click of a mouse. This data is used for analysis that helps in Lead Management for high success rate of campaigns. It helps in verifications in times of dispute or when security of transaction is of utmost importance. Data is also stored by tracking the number of calls and the productivity of agents, thus helping calculate the average talk time, wrap up time, etc. used by each agent.

With our intelligent automated dialer, banks are able to up the effective talk time of collection agents by managing the connectivity errors like  busy tone,answering machine, dropped calls etc. With the help of advance features of InterDialog Dialer, the collection rate goes up by 200%
Apart from providing higher level of authentication and security, InterDialogUCCS is also tuned to provide easy-to-use financial services that are available round-the-clock and are executed in a safe and prompt manner.

Written by: Sandeep Dhoundiyal, Teckinfo Solutions Pvt. Ltd.

To know more  about our Banking Solutions ,
Visit us : http://teckinfo.com/contact-call-center-solution-for-banks.php or http://teckinfo.com/contact-call-center-solution-for-collections.php

To know about other products, download brochures : http://teckinfo.com/brochures.php

Contact us: info@teckinfo.com, +91 11-49605577,88