Operational KPIs
Operational KPIs That Define Caller Satisfaction

Many companies have started using an intelligent call center software solution to handle their inbound and outbound campaigns. The inbound campaigns usually handle more call volume as customers with concerns, prospective customers with queries, etc. call to get resolution. In the case of the inbound call center, it becomes necessary to measure operational KPIs (Key Performance Indicators) so the satisfaction of callers can be increased. In any company that uses an intelligent call center software solution, there are many KPIs shown within the software solution. However, all of those KPIs are not necessary to measure. In this article, we will

Guide to Assure You Buy the Right Call Center Software

Call center solutions are one of the most popular tools these days. There are many businesses that have started using a call center solution and why not, from increasing customer retention to boosting team productivity. It helps in multiple ways. If you, too, are thinking to buy a call center solution, you need to make sure you get the right one. It is a one-time investment and you should choose a solution that can benefit you in the long-term. In this article, we will share a complete guide and some important tips to keep in mind while buying a call

Role of Video Conferencing in Recruitment

Technology paves its way to each aspect of business and recruitment cannot be left behind. Many companies believe in harnessing the power of technology to save resources and make the recruiting process smoother and faster. Video conferencing solution is one of the tools, which make the recruitment process hassle-free for both employee and employer. It also helps in moving faster in different stages of recruitment, which are listed below: First-level interview Technical interview (Optional) HR round In this article, we will explain the role of video conferencing in different stages of the recruitment process. We will also explain which features

How to Personalize Call Routing Rules to Benefit Callers to Call Centers?

The personalized experience is in demand everywhere and call centers are no exception at all. Let’s learn what stops us from delivering personalized call routing services using call center software. Online businesses often collect tons of customer data using intelligent call center software regarding shopping preferences and personal events to pamper them on social media to win their loyalty. However, such data are hardly adequate for better customer service experience, particularly, when there is a call center involved in it, and personalized call routing is absent or inadequate there. What are the obstacles in delivering great call routing? The best-personalized

Top 5 Tips to Improve Call Quality Effectively

Call centers measure success in revenues and returns of investment. However, there are many small key performance indicators (KPIs) that define the success of a call center. These KPIs actually contribute to increasing revenues and ROI. One of the important KPIs in a call center is call quality. The call centers with higher call quality can lift up other KPIs as well. Often, people do not understand the concept of call quality. All they understand by call quality is either clarity of voice with no lagging or professionalism of the agent. Of course, these two are important factors that define

ACD (Advanced Call Distribution) in Call Center Software

In today's world, where providing efficient customer service is the topmost priority for businesses, handling large volumes of incoming calls each day can be quite challenging for any business. This is because, with only a basic telephony system in place, agents are unable to handle the heavy inbound call traffic. Here is where the advanced call distribution (ACD) feature in an intelligent call center software serves as a blessing in disguise for them. What is ACD? ACD is commonly known as an advanced call distributor or automatic call distributor or automatic call routing rule. It is a feature in an

How Call Accounting System Helps Insurance Agencies?

The Insurance sector is one of those industries which deal with heavy communication in their day to day operations. The insurance companies need to empower its staff with a reliable communication system which provides the required communication tool so the insurance agents can communicate about the new products to generate new leads as well as give friendly reminders for due or upcoming premium of already bought policies. The agents also need to resolve queries of their customers. This is the reason many renowned insurance agencies either get the call center solution or similar system to accelerate these communication operations. Even

SIP To Phone: A Smart Solution for Smartphone Users

Communications over the internet have increased over the past few years. With the advancement of the applications working with the assistance of the internet, developers have powered the communication technology to a whole new dimension. Such is the case we saw in the rise of VoIP. Voice over internet protocol provides advanced and lucid means to converse over the internet. VoIP calling services assist benefactors to make international calls distinctively and smoothly. Call standards can be enhanced by implementing VoIP services so that benefactors get a distinct voice without any issues. Brief about SIP to phone VoIP technology offers advanced

Importance of White Label Mobile SIP Dialer for Your Business

When you are associated with providing VoIP services to your esteemed customers, it is evident that you know how important it is to have a white label mobile SIP dialer for your business. The article you are about to read will mainly focus on the many benefits of using a white label (branded) mobile SIP dialer. Entrepreneurs and big corporations associated with the VoIP business are aware of the fact that the sector is evolving at a rapid pace. One of the many driving forces is the integration of advanced technologies in the infrastructure. Since VoIP is the most preferred

Top 4 Reasons You Need Call Accounting System

Call accounting system is a really helpful tool for businesses, especially, big companies that have a big staff that use telecom resources on ongoing basis to support business operations. The call accounting solution helps in controlling the telecom expenses based on different criteria. Moreover, it helps in bifurcating the personal calls from the professional calls so required actions can be taken. You might be wondering you don’t need it; it is okay if your staff makes some personal calls from your telecom infrastructure. But, wait! You need to think wisely here. Let me share the top 4 reasons which will