Improve Your Customer Interaction Management with Contact Center Solutions

Contact center solutions offer multichannel customer support including email, chat, voice, sms, voice and screen recorder, monitoring tool etc.

  • Contact center solutions is also preferred as customer interaction management solutions where all customer contacts are handled from a central point.
  • Contact center solutions can be used for inbound communication, outbound communication and the combination of both i.e. blended communication.
  • Interdialog UCCS is the unified contact center solutions so that you can get omni channel customer support in one solution.

Improve Your Customer Interaction Management with Contact Center Solutions

IVR System

  • IVR System is a technology enabling customers to interact with a computer through voice to deliver high quality customer service with multi-level ivr and intelligent routing.
  • IVR System is an inbound call center software that can be integrate with CRM to resolve the customer issues successfully because call center agents must have access to know the accurate caller details .
  • It enhance customer experience with robust self-service, multiple language support, real time metrics, historical reporting and multiple telephone line support both on Analog & Digital.

Automated Outbound Dialer

  • Automated outbound dialer helps to effectively conduct outbound call for marketing campaigns & sales follow ups for all verticals.
  • Outbound dialer also helps to increase the productivity of agents by lowering the waiting time, no of dropped calls and idle time of agents.
  • Basic features of outbound dialer are voice & screen recording, integration with ivr, advance system alerts via email or sms, least cost routing etc.

SMS Query System

  • SMS is a way to communicate with customers & pass on useful information in a targeted & efficient manner.
  • You can use this as sms alert system, business sms, promotional sms, sms query system, sms reminder, bulk sms etc.
  • Two way sms communication using GSM Model & one way using Internet SMS Gateway.
  • Integration with external application and database like ERP, CRM etc.

Email Management Software

  • Email Management Software is a quick and easiest way to handle your customers in an effective manner.
  • It’s especially used for managing queries, complaint handling and other customer interaction.
  • Using this software, you can easily track your customer details and also view historical emails.
  • It also helps for auto response using predefined templates & managing large volume of incoming emails.

Social Media Integration

  • Using social media integration, you can automatically share your post on different social media platforms like facebook, twitter, pinterest, google plus, linkedin, stumble upon etc.
  • Social media integration is a way to manage leads, complaints & queries on social media platform by responding to the comments posted on your company profile.
  • When social media members post comments on your social site pages then it shows on your page and also in your system as notification or pop up.

Voice & Screen Recorder

  • Voice & screen recorder helps you to record and stored calls, screens and messages for quality monitoring.
  • You can distribute the recorded voice, screen & messages via emails, chats, sms etc.
  • It provides the centralized view so that you can  retrieve data from a single location .

Live Chat

  • Live chat is the quickest way to handle customers efficiently.
  • Use live chat to convert more leads to customers.
  • Live chat is a way to understand & improve customer’s engagement strategies effectively.

We’re providing industry based contact center solutions that helps you to improve customer interaction management. If you want individual software like outbound dialer, email management software, ivr system etc, we also provide. For more information you can call us on +91-11-49605588 or email at info@teckinfo.in .

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, 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 Dialing: 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 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 Teckinfoshutterstock_138016556

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 centre, 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/