setting up a call center

5 Common Mistakes That Call Centers Make While Setting Up [And How to Avoid Them]

Various types of call centers engage with us every day. Here are 5 mistakes that you should avoid while setting up a call center. Some are outbound sales call centers where agents call us to convince us to buy something. … Read More

motivate your employees

7 Surefire Way to Motivate Your Employees in the Call Center

Many businesses set up call centers either as a helpdesk for employees, or a customer support center, or for inbound/outbound sales . Some call centers could address all the above-mentioned functions. Typically, the key components of a call center are … Read More

call center performance

How to Improve Your Call Center’s Performance to Make It More Effective?

Employee productivity is falling. A 2016 Report by the US Bureau of Labor has 1 confirmed the fears of many leaders: that employees are now less productive (read, effective) than before. But should you worry about your employees’ productivity and … Read More

A Definitive Guide to Auto Dialer

The discussion about Auto dialer starts with complex terms like preview dialling, progressive dialling, predictive dialling etc. An auto Dialer is a system or software that automatically dials the phone number. Auto dialer software integration with CRM software increases agent … Read More

cti

CTI – Computer Telephony Integration

The modern Call Center and Helpdesk require modern CTI or Computer Telephony Integration solution to enhance the agent performance & customer experience. CTI is a fancy word to describe integration between computer application & telephony system. Generally, CRM or Customer … Read More

SIP Trunk

Definitive Guide to SIP Trunk

SIP Trunk is a fabulous technology. However, in India, VoIP and SIP Trunking have legal restrictions. VoIP phone systems work on SIP Trunking. However, in India, it is used very differently as compared to the rest of the world. The … Read More

ACD

A Definitive guide to ACD – Automatic Call Distribution

Discussion about call centre, Dialer, IVR and inbound call centre always revolves around ACD – Automatic Call Distribution. The Main purpose of ACD is optimise the entire Call center process, increase the efficiency and decrease the cost. Let us take … Read More

Debt collection Agency

How does the Debt Collection Agency work?

BFSI companies have to collect money from people on a continuous basis, which is outsourced to a third party, the Debt Collection Agency. However many times they have their own collection department. Inefficient collection system can paralyse the cash flow … Read More

cloud-telephony-solutions

Cloud Telephony: Everything You Need to Know About It

If you have a traditional business phone system setup at your organization, try this. Run a survey of your infrastructure – wires, infrastructure, devices – and the space they occupy. Now imagine most of this infrastructure gone from your organization. … Read More

How Cloud Telephony works?

What is Cloud Telephony system and how it works?

Everything is moving to cloud then why not Telephony. Basically, Cloud telephony means moving your PBX out of your office to cloud.  There is a lot of grey area on how the Cloud Telephony system works and its benefits to … Read More