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Cloud Telephony Solution for Every Business : Why and Where?

What is Cloud Telephony?

Cloud-Telephony is the technology that moves your business telephone device to the cloud. it is a voice and messaging service that replaces the need for the conventional business telephone system. The scenario for cloud-telephony India is changing fast, which includes more engagements for your business.

The usage of Cloud-telephony to your business allows you to make and receive multiple calls & SMSes simultaneously, without having to invest in any extra infrastructure. Services like IVR, Call Recording, Bulk SMS, event-based calling, etc. are only a few of the many features cloud-telephony has to provide.

cloud-telephony-service

Cloud-telephony is a service in which all telephone facilities are transferred to the clouds. This means that the company can now perform all the telephony function with data storage and internet facilities

Why A Business Need Cloud Telephony?

Maintaining records with cloud telephony

The cloud-telephony service helps the business to maintain records. With cloud telephony service the company can automatically be recorded all the data. This means the agents do not have to record data separately. The cloud telephony service records the caller name, number, phone number and the location in a database. This saves the agents time and efforts. This allows the company to have a secure database.

Available anytime

Cloud-telephony service allows the company agents to be available to the clients on 24X7 bases. This means the client can contact the company whenever they have a quarry.

Easy Analytics with Cloud Telephony Service

It helps in integrating any CRM. This helps the business to strategically plan their ideas by looking at the analysis. This is possible as the cloud telephony service give the companies a dashboard which can customize call, record leads and know the trends.

Enhance customer experience

It removes barriers like time, location, cost and language which act as a barrier to communication. By doing so it makes communication with customers easy, cost-effective and quick. As a result, it enhances customer experience and satisfaction.

Different areas where Cloud Telephony works

Many industries and businesses can use cloud telephony. Some of them are:-

  • Banking and finance
  • Healthcare
  • Food and Beverages
  • Customer care services
  • Advertising
  • Hospitality
  • NGOs
  • Real Estate
  • Sports
  • Event management
  • Marketing

No matter which industry, business or startup it is cloud-telephony service can help them grow. With cloud-telephony service, they can benefit from service like IVR, call center solutions, virtual number, toll-free number, missed call, outbound calling, click-to-call and super recipients. All these come under the big umbrella of cloud telephony service and help a company to reach heights.

5 Smart Ways To Drive Inbound Call Center Performance

By knowing what our customers want’s is one of the biggest problems with Inbound Call Center. Sometimes it’s being left on Hold. Yes, Its Left on Hold. There are many customers who say that it’s one of the biggest problem and frustration. Over 40% of people complaint this.

Long hold times also frustrate businesses. It costs them $130 billion in lost productivity annually. That’s a lot of productivity to lose no matter what your industry. But don’t throw in the towel. Several ways exist to ease a customer’s on-hold frustration and boost call center performance simultaneously. One way is to provide a call-back option at your inbound call center.

More than 75% of today’s customers prefer being called back than being put on hold, according to Forester Research. More than 50% of customers say providing exact wait times is better than being put on hold. The point is you need to find smart sways like this to drive performance at your inbound call center. Solutions like this boost both profits and competitiveness. They also boost survivability.

There are 5 ways to Driven Inbound Call Center Performance:

Dedicate one person to monitor calls

Dedicating one person (or team) to call monitoring and analysis frees up your managerial staff to do what it does best—manage. It also frees up supervisors to be supervisors and enables them to focus on key activities like agent coaching, manage the floor, and planning.

Target customer experiences

Easier said than done. But it’s critical to boosting call center performance. So relay this message to your agents. In addition to praising those agents who achieve great results, assess agent performances based on specific customer experience outcomes. Doing so helps agents learn from unsuccessful outcomes.

Provide ongoing training opportunities

Technology offers managers dozens of ways to tell which agents are performing well and which are not. Use these capabilities to help you grow and manage your team by offering ongoing training opportunities. Creating an agent team with a diverse set of skills also helps boost performance.

Team of agents

Creating agent teams is a win-win for everyone. It educates agents, builds confidence, and boosts camaraderie. It lets agents learn from each other, improves their overall interactions with customers, and helps agents form internal relationships. Better yet, it produces organizational consistency by creating one-voice throughout the call center a major benefit to consumers.

Share examples of best practices

Monitor and record all your calls. That way you can review the exact transcript of a call when working with agents and share best practices with them.

With the exact script in front of you, you can highlight exactly when a call turned for the better or worse, and/or show the agent the best way to either handle an objection or upsell the customer.

There are notable differences between inbound and outbound call center services.  If you are a small business that is considering partnering with an inbound call center or an outbound call center, then it’s important to know which services each can provide.

INBOUND CALL CENTRE SERVICES

The simplest way of defining an inbound call center is to say that they wait for calls to come to them. They are not actively making calls on behalf of their clients. Instead, they react to situations initiated by customers and find ways to resolve those situations accordingly. So Some of the services are :

Customer Service

Customer Service is defined as the name depicts, servicing the customers to satisfy their needs. This is the facility of servicing customers before and after a purchase of the product or service to ensure the customer’s satisfaction. Customer service has great significance in any business as they build a good customer relationship through interaction and bringing back the customers to the business.

Technical Troubleshooting

Technical troubleshooting is the repair or advice service provided to the customers over the phone for their IT related issues. The role of tech support has expanded to include telesales – pre and post-sales technical support, product support, technical applications and support, network tech support, onsite tech support, remote support, remote IT infrastructure management services. So Technical troubleshooting is best in solving our issues and complaints.

Help Desk

This service provided by the agents who assists, guides, troubleshoots and offers solutions to computer problems and IT related products. Help desks have quite a lot of responsibilities and functions. They supply the users with vital information on computer issues and queries. The help desk in call centers not only provide the technical answers but also evaluate the problem. The help desk is indeed a very important part of each company as it is essential to help and support the clients and customers in all possible ways.  Hence help desk is an imprtant service in inbound call center.

OUTBOUND CALL CENTRE SERVICES

Outbound call centers are pretty much the opposite of inbound call centers. They don’t sit back and wait for customers to call with their questions. Instead, they are actively on the phone placing calls to potential or current customers, typically with the goal of persuading them to purchase a product. So Some of the services are :

Surveys

Survey process over the telephone has great significance in outbound call center outsourcing services. As they performed to know the percentage customer satisfaction about the processor products. These surveys benefit the companies so as to improve their business. By obtaining the customer’s feedback, to research the demands and enhance their offerings such that they satisfy the customer’s needs and ultimately profit their business. Hence It’s an important process in outbound call center services.

Telemarketing 

Telemarketing refers to the business of marketing goods or services via telephone. It is the act of selling, promoting a product or process to the prospective customers over the phone. Telemarketing includes the use of persons trained in conversational skills to enhance sales. Promote new products and update the customers with currently available services. And in some cases, recorded sales pitches are used. Over the phone by automatic dialers which are known as automated telemarketing. Hence Telemarketing is an important business service in outbound call center.[:in]There are notable differences between inbound and outbound call center services.  If you are a small business that is considering partnering with an inbound call center or an outbound call center, then it’s important to know which services each can provide.

INBOUND CALL CENTRE SERVICES

The simplest way of defining an inbound call center is to say that they wait for calls to come to them. They are not actively making calls on behalf of their clients. Instead, they react to situations initiated by customers and find ways to resolve those situations accordingly. So Some of the services are :

Customer Service

Customer Service is defined as the name depicts, servicing the customers to satisfy their needs. This is the facility of servicing customers before and after a purchase of the product or service to ensure the customer’s satisfaction. Customer service has great significance in any business as they build a good customer relationship through interaction and bringing back the customers to the business.

Technical Troubleshooting

Technical troubleshooting is the repair or advice service provided to the customers over the phone for their IT related issues. The role of tech support has expanded to include telesales – pre and post-sales technical support, product support, technical applications and support, network tech support, onsite tech support, remote support, remote IT infrastructure management services. So Technical troubleshooting is best in solving our issues and complaints.

Help Desk

This service provided by the agents who assists, guides, troubleshoots and offers solutions to computer problems and IT related products. Help desks have quite a lot of responsibilities and functions. They supply the users with vital information on computer issues and queries. The help desk in call centers not only provide the technical answers but also evaluate the problem. The help desk is indeed a very important part of each company as it is essential to help and support the clients and customers in all possible ways.  Hence help desk is an imprtant service in inbound call center.

OUTBOUND CALL CENTRE SERVICES

Outbound call centers are pretty much the opposite of inbound call centers. They don’t sit back and wait for customers to call with their questions. Instead, they are actively on the phone placing calls to potential or current customers, typically with the goal of persuading them to purchase a product. So Some of the services are :

Surveys

Survey process over the telephone has great significance in outbound call center outsourcing services. As they performed to know the percentage customer satisfaction about the processor products. These surveys benefit the companies so as to improve their business. By obtaining the customer’s feedback, to research the demands and enhance their offerings such that they satisfy the customer’s needs and ultimately profit their business. Hence It’s an important process in outbound call center services.

Telemarketing 

Telemarketing refers to the business of marketing goods or services via telephone. It is the act of selling, promoting a product or process to the prospective customers over the phone. Telemarketing includes the use of persons trained in conversational skills to enhance sales. Promote new products and update the customers with currently available services. And in some cases, recorded sales pitches are used. Over the phone by automatic dialers which are known as automated telemarketing. Hence Telemarketing is an important business service in outbound call center.[:gb]There are notable differences between inbound and outbound call center services.  If you are a small business that is considering partnering with an inbound call center or an outbound call center, then it’s important to know which services each can provide.

INBOUND CALL CENTRE SERVICES

The simplest way of defining an inbound call center is to say that they wait for calls to come to them. They are not actively making calls on behalf of their clients. Instead, they react to situations initiated by customers and find ways to resolve those situations accordingly. So Some of the services are :

Customer Service

Customer Service is defined as the name depicts, servicing the customers to satisfy their needs. This is the facility of servicing customers before and after a purchase of the product or service to ensure the customer’s satisfaction. Customer service has great significance in any business as they build a good customer relationship through interaction and bringing back the customers to the business.

Technical Troubleshooting

Technical troubleshooting is the repair or advice service provided to the customers over the phone for their IT related issues. The role of tech support has expanded to include telesales – pre and post-sales technical support, product support, technical applications and support, network tech support, onsite tech support, remote support, remote IT infrastructure management services. So Technical troubleshooting is best in solving our issues and complaints.

Help Desk

This service provided by the agents who assists, guides, troubleshoots and offers solutions to computer problems and IT related products. Help desks have quite a lot of responsibilities and functions. They supply the users with vital information on computer issues and queries. The help desk in call centers not only provide the technical answers but also evaluate the problem. The help desk is indeed a very important part of each company as it is essential to help and support the clients and customers in all possible ways.  Hence help desk is an imprtant service in inbound call center.

OUTBOUND CALL CENTRE SERVICES

Outbound call centers are pretty much the opposite of inbound call centers. They don’t sit back and wait for customers to call with their questions. Instead, they are actively on the phone placing calls to potential or current customers, typically with the goal of persuading them to purchase a product. So Some of the services are :

Surveys

Survey process over the telephone has great significance in outbound call center outsourcing services. As they performed to know the percentage customer satisfaction about the processor products. These surveys benefit the companies so as to improve their business. By obtaining the customer’s feedback, to research the demands and enhance their offerings such that they satisfy the customer’s needs and ultimately profit their business. Hence It’s an important process in outbound call center services.

Telemarketing 

Telemarketing refers to the business of marketing goods or services via telephone. It is the act of selling, promoting a product or process to the prospective customers over the phone. Telemarketing includes the use of persons trained in conversational skills to enhance sales. Promote new products and update the customers with currently available services. And in some cases, recorded sales pitches are used. Over the phone by automatic dialers which are known as automated telemarketing. Hence Telemarketing is an important business service in outbound call center.[:au]There are notable differences between inbound and outbound call center services.  If you are a small business that is considering partnering with an inbound call center or an outbound call center, then it’s important to know which services each can provide.

INBOUND CALL CENTRE SERVICES

The simplest way of defining an inbound call center is to say that they wait for calls to come to them. They are not actively making calls on behalf of their clients. Instead, they react to situations initiated by customers and find ways to resolve those situations accordingly. So Some of the services are :

Customer Service

Customer Service is defined as the name depicts, servicing the customers to satisfy their needs. This is the facility of servicing customers before and after a purchase of the product or service to ensure the customer’s satisfaction. Customer service has great significance in any business as they build a good customer relationship through interaction and bringing back the customers to the business.

Technical Troubleshooting

Technical troubleshooting is the repair or advice service provided to the customers over the phone for their IT related issues. The role of tech support has expanded to include telesales – pre and post-sales technical support, product support, technical applications and support, network tech support, onsite tech support, remote support, remote IT infrastructure management services. So Technical troubleshooting is best in solving our issues and complaints.

Help Desk

This service provided by the agents who assists, guides, troubleshoots and offers solutions to computer problems and IT related products. Help desks have quite a lot of responsibilities and functions. They supply the users with vital information on computer issues and queries. The help desk in call centers not only provide the technical answers but also evaluate the problem. The help desk is indeed a very important part of each company as it is essential to help and support the clients and customers in all possible ways.  Hence help desk is an imprtant service in inbound call center.

OUTBOUND CALL CENTRE SERVICES

Outbound call centers are pretty much the opposite of inbound call centers. They don’t sit back and wait for customers to call with their questions. Instead, they are actively on the phone placing calls to potential or current customers, typically with the goal of persuading them to purchase a product. So Some of the services are :

Surveys

Survey process over the telephone has great significance in outbound call center outsourcing services. As they performed to know the percentage customer satisfaction about the processor products. These surveys benefit the companies so as to improve their business. By obtaining the customer’s feedback, to research the demands and enhance their offerings such that they satisfy the customer’s needs and ultimately profit their business. Hence It’s an important process in outbound call center services.

Telemarketing 

Telemarketing refers to the business of marketing goods or services via telephone. It is the act of selling, promoting a product or process to the prospective customers over the phone. Telemarketing includes the use of persons trained in conversational skills to enhance sales. Promote new products and update the customers with currently available services. And in some cases, recorded sales pitches are used. Over the phone by automatic dialers which are known as automated telemarketing. Hence Telemarketing is an important business service in the outbound call center.

Inbound call center services – Maximize the customer relationships

A call center is one of the Outsourcing services which act as a hub to receive the calls from the customers and to call the customers for various promotional motives of the business. There are various types of services provided by an Inbound call center.

Customer Services

It is defined as the name depicts, servicing the customers to satisfy their needs. This is the facility of servicing before and after a purchase of the product or services to ensure the customer’s satisfaction customer service has great significance in any business as they build good customer relationship through interaction and bringing back the customer to the business.

Helpdesk

It is a service provided by the agents who assist, guide, troubleshoot and offer solutions to computer problems and IT related products. So Helpdesk has quite a lot of responsibilities and functions. The Helpdesk in inbound call centers not only provide the technical answers but also evaluate the problem. Hence it plays a very important role to maximize business relationships.

Technical Troubleshooting

It is a repair or advice service provided to the customers over the phone for their technical issues. The role of tech support has expanded to include to include telesales – pre and post technical support, onsite tech support, remote support, remote IT infrastructure management services. The goal of tech support call centers is to provide product information and technical assistance that are accessible 24 hours a day. Thus, the technical support is significant in delivering greater value to the business.

Order taking 

service will help the customers to place their orders directly via telephone to the Order Taking agents. The agents will process the order. And they answer the customers to their doubts that may have about the products or services. Order taking service has become a major part of the inbound call center services. As they have too many advantages and the most important is increasing the sales of the product. The offshore order taking service includes taking the order and shipping information. Hence this makes the process much easier and thereby increases the sales and profits the business.

In case your company is engaged in a business, wherein you’re required to take calls for customer support or take orders over the phone, an inbound name center can always enhance your productivity in a better way.

A call center service is the correct answer for the companies that are required to deal with numerous calls every day at some stage in their normal direction of enterprise. those calls may be outsourced to some different organisation after which you may cognizance for your core business. it would be an icing at the cake if the unique inbound call center also handles your calls regarding inquiries, court cases and so on. aside from mundane customer support calls.

To begin with, assigning your work to a call center might relieve the personnel of your company from answering the calls, resolving client queries and attending their complaints. these little things may be easily treated with the aid of the outsourced employer.

Inbound call centers are designed and skilled to provide best provider to the customers.

If the customer is glad with your service then he may provide you with more business. you can additionally use the service to perform go promoting of your services and products, thereby improving your earnings.

A good inbound call center can simply assist you in organizing your business. it is the excellent manner to polish in the marketplace as you have got extra time to dedicate towards your core business.

When a business starts growing day by day, the key people in an organization get overburdened with loads of work. They find it challenging to invest the right amount of time and consideration to each and every area of their operations. Most of the organizations feel the lack of resources. Sometimes, the companies don’t have enough of time or simply do not have enough man power to meet the growing customer base. In this kind of situation, businesses look for cost adequate solutions and search for prompt services to fix this issue.

Then the organizations require depending on the Business Process Outsourcing organizations which are also popularly known as BPO’s.

Organizations around the world are switching or appointing the services from a trusted inbound call center.Inbound call center service is one of the business processes which are normally managed by the call centers. Companies select trusted third party organizations and ask them to handle the customers for them. The customers are been handled by the professional agents.

There are basically three different Types of Inbound Call Centers:

Customer Service:

The basic inbound call center process is known as customer service. The professional agents make sure that customers are getting sufficient information on various issues regarding the products and the services. In today’s day and age it is necessary for all the organizations to offer the best customer services to their customers.

Help Desk Outsourcing:

Help desk Outsourcing is one of the inbound call center services. It includes the perfect assistance and prompts troubleshooting services as well. The professionals purpose to help the customers by providing information like hotel room bookings, ticket fares, service related queries and more over phone or by shooting an e-mail.

Inbound Sales:

Last but not the least is inbound sales. It is also one of the inbound call center services. There are several customers who prefer placing their orders on phone and professionals maintain the database and take the orders. A helpful representative is the right person to handle the orders and this process is considered as inbound sales.

Professional Inbound Call Center Services Are Important

When a business starts growing day by day, the key people in an organization get overburdened with loads of work. They find it difficult to invest the right amount of time and attention to each and every area of their operations. Most of the organizations feel the shortage of resources. Sometimes, the companies don’t have enough of time or simply do not have enough man power to meet the growing customer base. In this kind of situation, businesses look for cost effective solutions and search for prompt services to fix this issue.

Then the organizations require depending on the Business Process Outsourcing organizations which are also popularly known as BPO’s.

Organizations around the world are switching or hiring the services from a trusted inbound call center. Inbound call center service is one of the business processes which are normally operated by the call centers. Companies select trusted third party organizations and ask them to handle the customers for them. The customers are been handled by the professional agents.

There are basically three different Types of Inbound Call Centers:

Customer Service:

The basic inbound call center process is known as customer service. The professional agents make sure that customers are getting sufficient information on various issues regarding the products and the services. In today’s day and age it is important for all the organizations to offer the best customer services to their customers.

Help Desk Outsourcing:

Help desk outsourcing is one of the inbound call center services. It includes the perfect assistance and prompts troubleshooting services as well. The professionals aim to help the customers by providing information like hotel room bookings, ticket fares, service related queries and more over phone or by shooting an e-mail.

Inbound Sales:

Last but not the least is inbound sales. It is also one of the inbound call center services. There are several customers who prefer placing their orders on phone and professionals maintain the database and take the orders. A helpful representative is the right person to handle the orders and this process is considered as inbound sales.

Seven Crucial KPIs Inbound Call Centers Need To Be Vigilant About

Indisputably, inbound call centers worldwide are offering a perfect blend of innovative and pragmatic solutions to businesses across all verticals. The solutions offered by competent inbound contact centers have helped endless number of businesses achieve what they aspire for, and therefore, inbound call center firms have now become inseparable part of the business world. However, for any solution provider to march consistently on the path of organizational success, it is fairly important to select a set of crucial KPIs. It is so unfortunate that most solution providers are not paying due attention to this crucial aspect, and needless to mention, a minor negligence in this regard can impede the growth rate of any business organization.

What is KPI?

Key performance indicator (KPI) can be defined as a quantifiable aspect related to any specific business process that can be used to evaluate the performance of any brand or enterprise. Not only do KPIs help you analyze the success rate of any business initiative, but it also gives you clear understanding of the business areas that need urgent attention. Therefore, it is always crucial to choose an appropriate set of KPIs. Once you are ready with a set of crucial KPIs, no power in this world can desist you from achieving organizational success.

By paying due attention to crucial KPIs and taking pragmatic actions timely, inbound call centers worldwide can competently enhance their overall performance. This blog sheds some light on seven crucial KPIs that inbound contact centers need to be vigilant about.

  • Call Abandonment Rate
    Once a call gets abandoned or disconnected before it is answered, it can have a drastic impact on the reputation of any business firm. Obviously customers get irritated when their calls are not answered, and this can even compel them to switch to a brand’s competitors. Therefore, inbound contact center solution providers need to track this KPI quite vigilantly.

Interesting Blog to Read: Significance of Acquiring Employment Verification Services

  • Service Level or Response Time
    It is defined as the percentage of calls answered or attended within a specified or stipulated number of seconds. In order to ensure smooth operation and deliver enthralling customer service experience, managers of expert international call center firms need to monitor this KPI immaculately. Importantly, it will help them maintain long-lasting and valuable relationships with customers.
  • Average Call Handling Time
    the average time spent by executives while answering or handling a call — from when a calls begins till it gets terminated. This metric is important to track as lesser average call handling time would lead to more satisfied, if not delighted, customers. Apart from this, by ensuring minimum average call handling time, call centers can easily augment their organizational efficiency.
  • First Call Resolution (FCR) Rate
    Studies conducted by leading research agencies have highlighted the fact that FCR is the most crucial metric for any of the forward-looking inbound call centers. It can have a direct influence on customer satisfaction and loyalty, and therefore, solution providers need to monitor this KPI quite regularly. Importantly, it leads to reduced operational cost and improved agent satisfaction as well.

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  • Agent Occupancy Rate
    it is defined as the amount of time spent on answering or handling calls and to perform various related activities, such as updating CRM, sending emails, and so on. All the international call center firms worldwide need to optimize this, but they should always set a manageable expectations from agents considering their stress level as well as workload.
  • Quality
    this performance metric is usually measured by monitoring the overall interactions between agents and customers. Herein, managers need to be watchful about:
    Whether the agent greeted the customer when the communication started.
    Whether the agent captured all the necessary details and data.
    Whether the agent delivered accurate and relevant information.
    How courteous/professional the agent was during the interaction.
  • Customer Satisfaction (CSAT) score
    Can anybody question the fact that enterprises approach expert inbound call centers with the sole intention of reinforcing their bonds with customers and prospects?  That’s why, it becomes crucial to gauge CSAT score and take success-driven actions quite regularly in this direction. Various call centers have therefore started conducting customer satisfaction surveys through toll-free text messages, online polls, IVR-based interactions, and so on.

INFERENCE:  Inbound contact centers should vigilantly monitor crucial KPIs in order to ensure comprehensive success in the stiffly-competitive outsourcing industry.

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