HoduSoft

Call centers that run outbound sales campaigns and carry on lead generation activities find the auto dialer feature of the call center software pivotal for their success. How you use the auto dialer feature can further influence outcomes. Typical auto dialer software Auto dialer software is part of the overall call center software solution that powers call center operations. The software is tied to a backend CRM from which it draws leads and dials numbers in succession, transferring a call to a live agent when connected or to an audio recording. It is a tool. Better call center software usually has a measure of sophistication by infusion of AI based algorithms into the auto dialer feature and predictive dialing capability. Still, it is a tool and how much you get out of it depends on how you manage outbound calls and how you configure and program auto dialer part. Assigning and routing calls to agents This can be set in a routine way in the auto dialer . Batches of...

Serving customers is an important aspect of business operations which is why businesses have in-house customer service representatives. If volume of calls is high they may create a separate unit to handle calls and put in place suitable software/hardware to handle inbound and outbound calls. Businesses may outsource customer care to call centers but that has its shortcomings. For the purpose of this discussion assume you are running a business and wish to implement in-house call center operations. You will need the right software so which one should you pick? Read on to make a more informed decision. On-premises and hosted cloud based On premise call center software involves purchase of the package and additional hardware like IP phones. It does offer more control but it is expensive to own and maintain. If you shift premises you will have to incur additional expense. Hosted cloud based packaged call center software is better in that your CRM data and software resides in the...

Customer satisfaction occupies center stage. Call centers need to adapt to changing trends to delight customers. Social media has emerged as one of the largest and the most powerful channels of communication as well as interaction. If a call center does not have social media channel integration in its contact center software, it should do so promptly if an enhanced customer experience is its priority. Social media integration in contact center software can help drive better experience. Consider it from different perspectives. Worldview The world is social. According to statistics there are 300 million Twitter users of whom 49% do raise an issue on this channel and expect companies to follow it up.  83% tweeters welcomed responses to their grouses or queries. 32% of the 800 million Facebook users follow a brand here and 50% users who follow a brand are likely to buy it. Over 67% of businesses are active on social media. Just about anyone uses social media these da...

Customer satisfaction occupies center stage. Call centers need to adapt to changing trends to delight customers. Social media has emerged as one of the largest and the most powerful channels of communication as well as interaction. If a call center does not have social media channel integration in its contact center software, it should do so promptly if an enhanced customer experience is its priority. Social media integration in contact center software can help drive better experience. Consider it from different perspectives. Worldview The world is social. According to statistics there are 300 million Twitter users of whom 49% do raise an issue on this channel and expect companies to follow it up.  83% tweeters welcomed responses to their grouses or queries. 32% of the 800 million Facebook users follow a brand here and 50% users who follow a brand are likely to buy it. Over 67% of businesses are active on social media. Just about anyone uses social media these da...