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Article : First Call Resolution – The Key to Success and Failure

#contactcenterworld, @techsee_me

In this article Hagai Sharham, Marketing Manager with TechSee, deconstructs First Call Resolution and identifies possible sources for problems and point at the solutions.

Fundamentally, First Call Resolution (FCR) means that a customer's support call is handled through resolution to the customer's satisfaction in their first interaction with the call center. While not all calls can be resolved this way - most should be, and the following should help you achieve that goal.

First call resolution is your most important KPI, It directly addresses the goal of your support center – problem resolution.

Studies show that up to 12% of your customers will leave if their issues are not solved on the first call. When you have a problem with your first call resolution rate, that means that there is something flawed somewhere along your customer experience. You should identify the weak link and fix it. To help you do that, let’s look deeper into what effects your first call resolution rate both inside and outside your contact center.



In The Call Center

Generally speaking, if you have quality, knowledgeable, motivated agents combined with the right technology, you should achieve a good first call resolution. Let’s break that down.

Quality – hire people who will have the capacity to handle your type of customers and problems. This means both their service and interpersonal skills.

Knowledge – Make sure that your support staff are properly trained and are expert enough to guide your customers to resolution at their tier.

Motivation – Keeping your agents motivated is about two things:

  • Keep them fresh - Make sure you create a positive environment for your agents and allow them proper rest times and mental support when necessary. Be attentive to your agents needs back them up, don’t over work them.

  • Reward them for success – Average Handling Time is very important. However, always keep in mind that whatever you set as the metric for success will be what your agents aim for. Define success in a way that serves the true, big picture purpose of your call center. Make it fun, positively competitive and worth your agents while for them to excel.

Technology – Technology is becoming a key player in call centers. Gaining visibility into the customer's environment and applying big data analytics to optimize service are just a couple of the solutions that are changing the way support is delivered in contact centers. To stay at the top of the game, your call center must keep up with technological developments.

The keys to getting the most out of contact center technologies are:

  • Identification: make sure someone in your organization is up to date on customer service innovation and can make the right technology choices for your contact center.

  • Integration: Develop an implementation method to make sure agents are supported in the process of adopting new technology.

  • Monitoring and optimizing: Review how your technology is performing and adjust when needed. Optimization is a never ending task.

 

Beyond The Call Center

Here is what affecting your customer support beyond the walls of your contact center.

The Customer - How the customer enters the call is critical to the success of the interaction. If the conversation opens in a confrontational way and the agent is unable to gain the customer’s confidence, your chances of a resolution on that call drop significantly.

To minimize customer frustration and get him into the conversation with the right attitude, you have to look at his path up to the call and make sure you eliminate unnecessary friction.

That can include:

  • Long hold times

  • Difficulty in reaching your support

  • Confusing IVR’s

  • Bad self service experience

  • Bad service reputation

If a customer's goal is to get a technician sent as fast as they can, your chances of resolution are dramatically diminished. If an agent is under a vicious attack by a raging customer and is under-equipped to handle it, his goal will become to get off the phone as fast as he can. To achieve resolution you need both the customer and the agent to be motivated and believe that they can do it.

The Product - Last but not least: If your product is bad, no service in the world can help. If your product is good but you have a problem with FCR it may mean you have to look at your UX/UI. If it’s confusing to the customer and difficult to the agent to explain, that will lower your First Call Resolution. In this case your agents has to identify what’s confusing report back to your product people so the confusion doesn’t continue into the future hurting your service and lowering your customer satisfaction.


Summary

First call resolution is a KPI that boils down all aspects of your organization into one single number. It corresponds directly with your customer satisfaction while keeping your finger on the pulse of your product, brand sentiment and customer support. Your first priority is to make sure your call center works right.

What do you have to do?

  • Hire enough good agents.

  • Give them the right training.

  • Motivate them through reward for the right kind of success.

  • Create a good working environment.

  • Provide them with the right technology.

Make sure that all of your consumer-facing functions are friendly and efficient. From self service to calling in, the experience of connecting with your brand must inspire confidence and express respect for the customer's time and needs. If you are able to achieve a good first call resolution rate it means you're doing something right.

#contactcenterworld, @techsee_me


About Hagai Shaham:
Customer Service and Call Center Expert. Focussing on technologies.

About TechSee:
Company LogoTechSee is a SaaS providing Visual customer support for call centers.
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Today's Tip of the Day - Select The Right Application

Read today's tip or listen to it on podcast.

Published: Monday, January 16, 2017

Printer Friendly Version Printer friendly version

2022 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

3.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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