HoduSoft

   Are you looking for the right contact center software for your financial institution? If the answer is yes, then this article is just for you. Choosing the right contact center software for financial institutions is extremely easy when you follow a series of well-planned steps. Let's discuss them one by one.   List The Features You Need and Set a Reasonable Budget   First thing first, determine the features you are going to need in the contact center software. It can be anything as basic as automatic contact distribution, autodialer, and interactive voice response (IVR) to advanced features such as predictive dialer, CRM integration, analytics, and reporting tools.    Once you have decided on the features, it would be easier for you to set a reasonable budget so that you don't end up with inferior quality contact center software or you don't overinvest inexpensive options.   Leverage the Internet to Look for Contact Center Software   Af...

  Searching for ways to enhance your inbound call routing strategy? If yes, then ACD can be your game-changer. ACD or automatic call distribution is an advanced technology used in inbound contact centers to streamline call routing and assignment process. This blog post discusses how ACD can help enhance inbound call routing and deliver outstanding customer service.  What is ACD? Automatic call distribution (ACD) is a call center technology used to manage incoming calls efficiently. Based on the pre-defined criteria, the ACD system routes incoming calls to the most appropriate agent or department.  It uses advanced algorithms and strategies to ensure an even distribution of calls among available agents. When calls are distributed evenly, it results in reduced wait times for customers. Moreover, it connects callers to the most appropriate agent or department, ensuring an increasing customer satisfaction rate.  How Does the ACD System Work? As mentioned above, an ACD ...

  Shark attacks. Alien invasions. Terrorist strikes. Hostage situations. Bomb blasts. Nuclear winter. Let's be honest; all of us have dreaded one or more of these scenarios at some point in our lives. And when we think of these, we wish there was a James Bond-like hero who can save us from these threats. But a majority of us are blissfully unaware of a supervillain that's so widely prevalent in the present age. The problem is that it's invisible.  The seemingly innocuous threat comes in the guise of a regular phone call. When it's received, it can rob people of their identities, wipe out their life savings, and do a lot more damage than imagined. The villain that we are talking about is robocall and caller ID spoofing. Both have become rampant in recent times and fraudsters employ these to deceive recipients into answering calls from seemingly trustworthy sources.  The answer to the problem is a sophisticated technology known as STIR/SHAKEN (the acronym for Secure Tele...

  Business process outsourcing (BPO) call centers handle high volumes of outbound calling to customers across industries. However, manual dialing is time-consuming, leading to longer wait times for customers and lower productivity. This is where predictive dialers can play a vital role in improving efficiency.   A predictive dialer automatically dials contacts predicting when agents will be free next. This enables higher agent productivity by reducing idle time. Quicker and higher number of right-party connects optimize the workload distribution across available agents. Predictive algorithms consider parameters like average handle time and retry logic, to achieve optimal connect rates. This maximizes revenue per agent leading to major cost savings in large BPO call centers. Thus, using predictive dialer capabilities in BPO call centers is critical to achieve service level agreements related to efficiency KPIs like average speed to answer or abandonment rate. Understanding a ...