Logo
Great Place to Work - Certified

Archives: Blogs

How Video Customer Engagement Channel is Revamping the Contact Centers?

The contact center landscape has changed overnight after COVID-19 hit the world, providing new opportunities for businesses to engage with their customers effectively. Now, contact center leaders are rethinking their CX strategy, not only complying with a dramatic shift towards remote contact centers but, also towards the adoption of new technology. One such shift towards digital transformation has brought in the addition of video as a customer engagement channel.

From what we have learned during the time of social distancing, video is the most vital communication channel, especially for businesses that are involved in money lending that heavily relies upon business to consumer interaction. The credit manager needs to accurately assess the income and check the ability to repay the loans. Video personal discussion helps them establish the sanctioning of the amount after a careful assessment of the financial statements.

Video contact center brings the same level of trust as it assures customers that the show must go on, even when everything is changing so quickly.

Shifting queries from email, chat, or other passive media to video call turns out to be more relevant and helps in building confidence and customer loyalty. Customers need to feel secure and content, more so, in the money lending business.

How Video Contact Centers can be a game-changer for Money Lending?

Video chat interactions keep the conversation lively and help gain customer’s loyalty when it comes to money lending. There’s always an anxiety that customers face before the lender that grants the home loan. To ensure that this personal discussion goes well and the lenders can assess the criteria for the borrowers, personal interaction is important.

Video Personal Discussion to Initiate Loan Process

When the consumer is asking for a loan from NBFC or a Bank, the credit manager tries to figure out the intent and the capability of the consumer to pay back the amount over a video chat. After this interview/discussion, the credit manager can either fail/pass the request basis which the disbursal will be done. This interview also includes the credit manager to explicitly get the confirmation from the consumer on video about:

  1. the mortgage details they have submitted to apply for a loan. 
  2. the amount, EMI, and the number of years in which the amount will be paid back to the NBFC entity.
  3. Supporting Documents like Bank Account statements or other recognized official valid documents

Ease of Customer Onboarding with Video KYC

In the contactless world, customer authentication and onboarding remain a top challenge for lending companies. Now that the customers cannot physically walk in any branch to do their KYC, branches can certainly reach to the customers. Video KYC has simplified the customer onboarding process with its multi-step customer verification process online. Customers can initiate their KYC process over a video call. The KYC officer can verify the customer’s identity without needing their physical presence before the customer is granted a loan.

Reduces AHT with 24/7 Video Chat

In a physically distant world, customers rely on the information provided by the loan providers. But, this journey is not limited to providing brochures and journals related to the policy that customers are willing to buy. Customers expect to be availed with constant customer service and with video chat, screen sharing, co-browsing, the customers can be guided visually. Video chat simplifies the problem-solving process and significantly reduces the average handling time for each call.

In the Long Run

While contact centers are growing at a fast pace, Video Contact Center Solution brings the consumer’s vision into reality with interactive communication. In the post-pandemic world, video calls will remain more relevant as the customers seek to interact with a live human before buying any policy than a bot. Giving your customers the choice and flexibility to choose from a large pool of channels to communicate, video call stand out across industries.

So, are you looking to set up your own omnichannel contact center for your business? Book your demo to hear from our experts on a live call today.

How Customer Service Has Evolved In Africa?

COVID-19 has pushed many businesses to think beyond the legacy contact centers. It has led to change the business strategy for customer service across the world. Most business heads in Africa are now re-thinking their business model to handle the sudden surge in customer queries. Contact centers, playing a pivotal role in the pandemic hit world, are going to be the driving force for sales, service, and collections as they form the last line of business to consumer interaction.

Africa, the hub of BPOs, is shifting from legacy call centers to contact centers, allowing the customer service leaders to rethink and streamline their business strategies according to the need of the hour. Now that the world is settling with working remotely, businesses in Africa are realizing that work from anywhere is here to stay and it is in for the long run. This brings us to the challenges that Africa is facing:

Availability of Agent Infrastructure

While moving the workforce to remote work environments, one question that remains unsolved is whether the agents will have access to laptops and stable internet connectivity. For businesses to operate remotely, ensuring the availability of proper infrastructure like building a conducive work environment is important.

Data Security

Customers trust businesses with their sensitive data on the basis of brand value and faith. Now, one of the biggest challenges remains is data security. Where the agents are using their own devices, ensuring that the agents are not misusing the data in the form of call recordings, screenshots, etc. is a legal concern for companies in Africa.

Virtual Agent Onboarding

In an otherwise environment where agents can easily seek assistance from their managers and peers who are sitting next to them becomes a challenge in remote work environments. Agents cannot have all the information on their tips and they will seek information from their managers to resolve certain queries. 

How a Remote Contact Center Solution can help you overcome these challenges?

Flexibility to Login from Any Device

Let your agents handle call center operations from any device, any browser, and any location. Both managers and agents can log in from the device of their choice and the supervisor will be able to monitor the performance of each agent without any interruption. Remote agents report high productivity when they are given the flexibility to work from anywhere.

Remote Governance with AIM

Managing IT infrastructure may not be a challenge in a physical work environment but while working remotely, the businesses need to ensure that they are able to identify the reasons for low agent productivity. With 15 monitoring parameters, managers can identify issues such as unsupportive devices, low internet connectivity, call failure, etc, thus building a high trust environment for agents. 

Remote Agent Monitoring

It is necessary for businesses to keep a track of the metrics such as average handling time, the number of calls handled, agents’ productivity, agents’ availability, etc. But, monitoring the agents should be a challenge because managers can get a holistic view of agent performance irrespective of the device and location that they are working in.

This simplifies the agent management process and allows the managers to make well-informed decisions such as resource allocation, real-time shifting of agents between different queues as per the call flow.

Omnichannel Customer Engagement

Customers seek top-notch services from the brands and more so in a pandemic hit world where customer’s expectations are increasing each day. They expect to have a human-to-human interaction with the businesses and be served on their preferred channels. The sudden surge in call volumes, chats, and video calls are examples that customers are seeking constant support from your business. If you are not providing the customer service on most popular channels such as Facebook, WhatsApp, Video Call, Email, or any other platform, then you need to revise your customer engagement strategy.

cta-1024x210

 

The shift in customer service strategies needs a remote contact center software that successfully equips you and your agents with the tools to excel at the customer service game.

So, are you ready to set up your remote contact center? Schedule a demo today and hear from our solutions experts to find the right solution.

Ameyo’s is Now PCI DSS Compliant

Ameyo, an omnichannel customer engagement platform, is now PCI-DSS compliant with certified public cloud environments across India, APAC, Africa, and the Middle East. 

While COVID-19 has led to a rigorous digital transformation, the digital fraudsters have also risen causing a great loss to the businesses. Customer data remains one of the biggest concerns for most businesses that depend upon digital transactions. And if I am not wrong, most of us have been a victim to digital fraud at least once in our lives. To overcome this challenge, businesses need to meet the security standards of PCI-DSS compliance.

So, What is PCI-DSS Compliance?

Payment Card Industry Data Security Standards (PCI DSS) was created to ensure that all the companies that are involved in processing, storing, or transmitting credit card information have to maintain security standards and reduce credit card frauds. 

Why it is important for businesses to comply with PCI DSS security standards?

Ensuring data security is an important aspect that companies should comply with including many other things to assure the customers of safe transactions. Now, what triggers it more is the compromise on this data when you get a call from the bank only to realize that your credit card information is stolen.

Nearly 31% of the consumers are victimized because of digital payment fraud, says a study by a UK-based market research firm YouGov and NASDAQ-listed ACI Worldwide. The data breach is not limited to money theft, it ruins the relationship between businesses and consumers, hence damaging the business reputation.

We are moving towards digitization now more than ever and to stay ahead of the aforementioned data privacy threats, businesses should comply with PCI DSS security standards.

How Ameyo helps Businesses Protect Customer Data?

Ameyo prioritizes the data security standards to provide each customer with data protection without failure. Ameyo is proud to be the only Indian customer engagement technology provider to be PCI DSS compliant.

DTMF Encryption & Masking

  1. The data can be masked with tone masking in this application, through a noisemaker while the customer is punching their secured details such as PIN on the IVR; so that the agent would not be able to hear the tone punched by the customer.
  2. The data can be further masked with number masking to ensure that the agents cannot get access to customer’s private data such as account details.

Strict Access Control

Ameyo’s infrastructure is available on the public as well as a private cloud with strict physical and environmental security controls, gateway level, and perimeter level advanced firewall & IVS systems to prevent external attacks and help prevent data thefts.

Storage Level Encryption

Ameyo’s comprehensive cloud contact center solution ensures that recording and screening are barred for agents so that the data cannot be stored or captured by the agent. Additionally, it also takes care of session security configuration, inactivity timeout configuration, strict password policy to ensure that the agents’ credentials are not misused for any level of data theft.

So, are you ready to move to a trusted cloud-based customer experience platform? Schedule a demo with our team of experts, today!

How SPM Fought Back it’s Way Down During Lockdown?

SP Madrid, a reckoned collections company in the Philippines has made its way through the lockdown imposition successfully. With a strong team of legal specialists, SP Madrid offers a variety of collections and other services that include- Call Collections, Field Collections,  Credit Investigation, Legal Collections, Vehicle Repossession, and Housing Foreclosure.

Work from home was not a business priority for SPM but Ian Madrid, General Manager at S P Madrid had prepared for the safety of his employees even before the lockdown was imposed. From the coffee bar to the cafeteria and work stations, they followed the social distancing a month before the lockdown was announced. Practicing social distancing, SPM has relaced its work from the office to work from home space, converting the homes into mini offices. To adopt the safety protocol, SPM prepared to keep everyone safe and sane at work.

Here’s a glimpse into SPM’s journey of fighting back the pandemic:

March 18: Day 1 of WFH

Once the lockdown was imposed, the entire SPM team started working remotely to ensure that they do not compromise on the productivity of their business even during the lockdown. Ian says we didn’t know if we were going to make profits but we knew that we needed to build a culture of working from anywhere to lower down the anxiety levels in the team. And there we go!

Sir-Ians-Journey-1

Established a Routine

SP Madrid made sure to stay in touch with the team even when there was not enough work to do. They established a routine to meet each other virtually every day and kept working every day to rebuild everything again. Their analytical team was providing them with enough data to track the household demographics and the collective household income to find more opportunities to rebuild everything.

Created a Virtual Work Environment

The mini “home office” was created by each individual to get back to work each morning without fail. They also set the agenda to listing out action items for each day to ensure that the team didn’t feel alone. After all, they have successfully established that “we’re in this together.”

Reducing Stress

And of course, isolation has caused a high level of stress amongst everyone. To reduce the anxiety level, they created a program where everyone had to share their most creative pictures, and guess what, the team started planting trees. The team was also encouraged to dance and sing as if no one’s watching. And the team is back in action.

Reflection on Meditation

Losing human connection is one problem, losing sanity is the other. They organized meditation sessions for the team to overcome their anxiety and emotional outburst. The entire team started reading, writing about their deepest insecurities, and virtually partying to stay sane and calm.

Virtual Annual Awards

Necessity is the mother of invention. SPM had to cancel its annual brand award ceremony.

Or not!

Because they conducted a 6 days long virtual award ceremony in the month of May to celebrate and keep the spirit alive.

Collections from Home

This came as a surprise to both the team and SPM’s clients that they can make working from home a reality with Ameyo’s remote contact center solution. With only assets of Laptop and Internet connection, the team was able to outperform and fight the unprecedented times. To build the team spirit, SPM increased the incentives and disbursed it weekly instead of monthly to calm everyone down.

“We were sprinting faster than our problems,” says Ian, and they started to see the results in form of more calls, more collections done by each individual, and they are excited to expand their business more than ever.

Excel Customer Support With Ameyo: New Product Updates

Being a trusted customer engagement software provider, Ameyo believes that businesses should focus on easing customer engagement journeys while also ensuring hassle-free customer interactions. This is utmost important. In order to maintain a high customer satisfaction rate, you should not forget to consistently improve the way you carry out your business operations to resolve your customer queries.

Well, our customer support solutions – Ameyo Voice (Call Center Management Software), Ameyo Omni (Omnichannel Customer Support Software), and Ameyo Fusion CX (Omnichannel Customer Support Software & Ticketing System) have all got new exciting features to make sure that your agents can perform with maximum efficiency! Sounds great? The 4.8 GA Release brings a lot to grab your attention, here’s it!

New Features in Omnichannel Customer Support Software

Enhanced Data for Channels Added Via CAF

Ameyo started out with Channel Addition Framework where businesses can get their customer preferred channels added without any hassle. This channel addition can be self integrated by your IT team or we can integrate your preferable channels. For instance, if your customers prefer to communicate via Instagram as a customer support channel, you can get Instagram added with Channel Addition Framework and get started serving your customer queries via Instagram.

The new feature enables call center managers and supervisors to view all important metrics for interactions happening via new channels added through CAF. These metrics reflect relevant insights about Agent Productivity. Also, supervisors can download the reports for better analysis.CAF-Dashboards-1024x464

Engage With Your Customers Via WhatsApp

Ameyo allows you to proactively engage with your customers via WhatsApp for Customer Service Channel. With this new update, you will be able to proactively reply to your customer tickets regarding some queries. For an instance, if a customer reaches out to your customer support via WhatsApp, a ticket gets created and your agents instantly get a notification for this ticket. As the notification appears, your agents can revert to the query from Ticket Details Page by clicking on “Reply Via” or “Continue Chat” Buttons. WhatsApp has defined a restricted revert window of 24 hours, beyond which the outbound messages are chargeable.Image_saleskb-19-768x712

New Features in Call Center Management Software

Agent Monitoring Has Got More Relevant Data

When it comes to monitoring the performance and productivity of your agents, every metric holds importance. The more relevant data, the improved operational strategies. With this new update, we wish to help operations managers keep a closer track of the agent’s productivity, be it their lead conversion rate or and customer handling. Ameyo Agent Monitoring Dashboard will now show ‘Average Talk Time of Agents’ to help you get more insights about agent performance.

agent-monitoring-1024x451

No More Missed Callbacks

Businesses as well as customers often get frustrated with missed callbacks. It usually happens when agents are working in different campaigns and they don’t get callback notifications for a campaign they’re not logged in currently. To eradicate this problem, we have improved our callback notification feature. The agents will now be able to view callback notifications for different campaigns. A ‘Click-to-Call’ functionality is also provided to make it easier for agents to callback without any hassles.

This improved notification will also help agents to plan their schedule according to their callback logs while also ensuring that no callback is missed.

callback-reminder-1024x457

Call Dispositions Have Got Two Levels Now

With this new feature update, Ameyo lets your agents choose relevant call dispositions at two levels. The agents would now be able to identify categories and filters through two levels of disposition. This feature is applicable on Ameyo’s Call Center Management software as well as Omnichannel Customer Support Software & Ticketing System. The agents will be able to use this two level disposition in the telephony panel, toolbars, and chat campaigns to make the call context clearer.

Manage Your Leads With Dialing Slots

With this new enhancement in the lead management, the operation manager or supervisor will now be able to specify a time window for calling a lead list with its start and end time. This will help you save your manual efforts for switching the dialer settings for different lead lists as per the requirements. Also, this will ensure that a particular lead list is being called at the right time to ensure improved lead conversion rate.lead-time-1024x439

Enhanced Agent Flexibility with Toolbar Integrations

Ameyo Integration Toolbars have got enhanced flexibility options for your agents. This will allow your agents to choose different campaigns while making manual dial attempts. The agents can choose a campaign in which they want to make a manual dialed call. Earlier the agents were restricted to only a single campaign (the default campaign in which the agent is currently logged in) for making manual dials in the case of toolbars. Agents had to frequently switch between the campaigns for making calls. This new feature enhancement will save your agents time while working in different campaigns.
Callback-Campaign-1024x475
With all these exciting features and updates in our customer support software, I hope you will definitely be able to make your business operations smoother and more efficient. Be it call center management software or omnichannel customer support software, what holds importance is ease of use, relevant dashboards with statistical data and graphical data about key metrics, and customizable and configurable fields to ensure you get to see the data that you actually want to see as per your business requirements.

As we always try to match our steps with our customers’ exact requirements and consistently bring new features and advancements in our products, stay tuned for more updates and feature enhancements!

Video KYC for Banks: Step Towards the New Way of Customer Onboarding

Banks have had a reputation for being one of the early adopters of change – especially when it’s about improving the customer experience and making their lives easier. So, when the RBI released its Amendment to Master Direction (MD) on KYC in January allowing an additional method of conducting the KYC process – Video-based Customer Identification Process (V-CIP), the banks and financial institutions were up for it. In this article, we will try to deconstruct what, why, and how of Video KYC for the banking industry.

What do we mean by Video KYC?

Video KYC or more commonly referred to as V-KYC is the process of conducting KYC (Know Your Customer) verification through a video call. Essentially, the KYC officer or bank official gets on a video call with the customer to authenticate the documents, signature, and facial recognition along with other liveliness checks to establish authenticity. Based on the data collected and other checks and balances, the bank official approves or rejects the KYC application.

Why Banking Sector adopted V-KYC?

It was not just about Reserve Bank of India’s announcement of conducting KYC over a video that led to its widespread adoption by large and small banks alike. There are other benefits of Video KYC as well. Some of them have been discussed in the following section.

1. Remote Onboarding of Customers

Video KYC has led to the digitization of OVD collection, facial recognition, and geo-tagging to authenticate customer’s locations. That in turn has allowed the banks to onboard new customers remotely. This has been particularly useful in the current pandemic wherein social distancing norms are in place along with the panic among the people. They are sceptical as well as advised to not visit public places unless absolutely necessary. The video-based customer onboarding eliminates the need for physical in-person verification. Thus, adhering to the health guidelines while optimizing cost and saving on the traveling and other costs related to a field agent.

2. KYC Completions in Minutes

Do away with the long and tiring KYC verification process. With Video-based KYC, the banks can complete the whole process within minutes. This allows them to onboard more customers in less time. Additionally, not having to wait in long queues or waiting for days to get their KYC done also improves customer experience and satisfaction.

3. Reduce Drop-offs by 20%

The key is to have omnichannel customer engagement. Whether it’s about scheduling KYC appointments via bank’s website or sending joining link over an SMS or email or frequently following up with the customers using dialers and other outbound tools – it’s all about providing a holistic experience. Doing so will significantly reduce your drop-off rate and increase KYC completions.

4. Customer Convenience

The customers can finish their verification process from the comfort of their home rather than having to visit the bank’s branch to open a savings account or apply for a loan. More importantly with the right Video KYC Solution, the banks can also offer Video KYC at internet bandwidth as low as 60kbps. This widens their reach while ensuring that even people in low internet connectivity areas can easily complete their KYC and enjoy the banking benefits.

How Banks Conduct Video KYC?

Nowadays all the major banks in India have started using Video KYC for savings account, credit card, Personal loan, and other banking services. Allowing the customers to enjoy anywhere anytime banking.
Here’s a checklist to help banking customers be prepared before they opt for Video KYC:

  • Your Aadhaar No. / Virtual ID
  • Your PAN card
  • Your mobile phone
  • A white sheet and a black pen
  • A well-lit room
  • A plain wall behind you
  • Decent internet connectivity
  • To be physically in India

Let us now look at the steps of Video KYC for banks.

Step 1

Visit the bank’s website and fill an online form with basic details – name, address, photo, etc

Step 2

OTP verification

Step 3

Provide the bank consent to fetch Aadhaar details and enter the PAN number or conduct an e-PAN verification.

Step 4

Provide the bank access to your device’s location which is geo-tagged

Step 5

Get on a video call with the bank official (keep your documents ready)
Or
Schedule a video call at your convenient time. You will get the link via an SMS along with application number

Step 6

Bank official performs face recognition, checks OVD using OCR, has a liveliness check by asking random questions, or asking the customer to perform random tasks along with verifying the image and signature of the applicant in real-time.

Step 7

Once the officer has collected and verified all the information, she/he will recommend their approval or rejection of the application.

Step 8

After the bank official, all the details are sent to the Auditor who cross-verifies the details and views the recording of the video call. After that, she/he approves or rejects the application.
With a Video KYC software in place, the bank can also send KYC status alerts via SMS to keep the customer informed at every step.

Video KYC – The New Normal in the Contactless World

Until January 2020 the KYC process mandated IPVs (in-person visit) by the Reserve Bank of India (RBI) regulations. However, things changed for the better when RBI released its Amendment to Master Direction (MD) on KYC on 9th January which allowed another method of conducting the KYC process – Video-based Customer Identification Process (V-CIP) or more commonly known as the Video KYC (V-KYC). At the time the nation was yet to experience the full-blown impact of the COVID-19 pandemic. However, this announcement came at a perfect time allowing the banks, NBFCs, e-wallet, and digital payments providers an opportunity to change the way KYC is done, forever.

Taking things to the next level – Benefits of Video KYC

Once the dust settled a bit and people got over their initial questions about this new initiative – what is Video KYC? How to get Video KYC? Etc, they started to recognize the benefits of the V-KYC process. Let us look at them in some detail.

Onboard Customers in 3 minutes

One of the biggest advantages of having Video KYC available is that it has significantly reduced the time taken to complete the KYC formalities. Unlike the pre-COVID era, when the whole process took anywhere from 3-4 days to sometimes a couple of weeks, it now only takes a couple of minutes. Reducing the time has not only makes the customers happy but also allows the banking official or KYC personnel to onboard more customers in less time.

No need to Handover your Documents

Carrying your original documents for verification can be unnerving for many. What if the documents are misplaced or lost or damaged? No one wants to go through the ordeal of getting new ID cards, Adhaar card, etc made. Doing the KYC verification over a video call takes care of that problem. The customer sits at their home and completes the OVD verification remotely. Thus, saving time, effort, and making it a whole lot easier.

Reduce KYC Costs by up to 90%

The conventional or should I say the pre-COVID 19 times required an in-person visit for KYC verification. However, with the pandemic staring us in our faces that is not safe anymore. Especially while following the rules of social distancing. However, apart from the health and safety benefits, another major advantage of the Video KYC process is its cost-effectiveness. And this is one of the biggest reasons why banks and other financial institutions love this. Now, they do not have to send the verification officer in the field and possibly conduct door-to-door verification. Thus, saving on the travel cost along with the time saving which adds onto other operational cost-benefit.

KYC Scheduling at Customers’ Convenience

One of the biggest woes or turn-off of the conventional KYC process was the time taken to get the whole thing done. And more often than not, it took a couple of visits due to lack of a document, photo, availability of verification officer, or time constraint on the customer’s end. All these obstacles ruined the customer experience. However, having the ability to schedule your video KYC from the comforts of your home significantly improves this. The customer can easily schedule their KYC appointment on the bank website or even reschedule it if needed. This allows them the flexibility and convenience to complete the KYC process easily and comfortably.

Making the Most of it…

We have seen the various benefits of Video KYC for banks, NBFCs, payment systems, and/or digital wallets. However, one must always remember that all of these are only possible with the best Video KYC Solution. You need a Video KYC software provider that can offer omnichannel customer experience and not just a standalone solution. Thus, allowing you to deliver excellent customer service on all fronts.

Simplify Contact Center Management with Latest Ameyo Features

“A leader is one who knows the way, goes the way and shows the way.”-John C. Maxwell 

Contact Center management is by no means an easy job. It requires strategic acumen, hard work, and the talent to motivate people to hit stringent targets and to get work done. Influential leaders need to be familiar with every aspect of their business. They need skills to balance operational costs, customer experience, agent retention, and revenue growth and to work within strict budgets. It can be overburdening at times.

Here below are outlined the tools that supervisors need, to make their journey to contact center management a successful one, and to create a more efficient work environment for the agents.

1. Comprehensive Agent Productivity Reports and Dashboards

Supervisors or team leaders require a reporting tool that shares extensive data on agent productivity, staffed duration, break duration, calls handled, and other important call center metrics to optimize performance. Agent-productivity dashboards visually displaying the SLAs, average handling time, and the average wait time and can help you to:

  • Simplify the analysis of the agent’s overall performance.
  • Helps balance the call influx and size of the team to meet the demands of the business. 
  • Helps to review staffing levels and the agent’s engagement metrics to predict how many team members you’ll need in any situation.

2. Smart Network Monitoring System in Place

In a contact center, there are instances where the call fails to connect. This results in call drops when the Call center fails to connect to the customer or abandoned call when a customer fails to connect to the call center. For instance: Call drops may occur in predictive dialing where the system predicts when an agent will be available and accordingly dials a call. There may be scenarios where the prediction may vary or the customer disconnects the call because of the unavailability of agents. On the other hand, a call will be abandoned if the agent is available but did not pick the call and the customer hung up the call while waiting on the ACD itself, etc.

According to TRAI regulations, a call center cannot have more than 3% (of the total outbound calls dialed) call drop in an outbound campaign in the past 24 hours. In such scenarios, a network monitoring system can help supervisor/group manager/analyst, so as to avoid penalty. Monitoring parameters can be set and the operations managers will get notified when call drops and abandoned calls are increasing.

3. Effective User Management with strong access controls.

Managing call center agents involves a well-planned user management strategy and technology to execute the plan. System administrators or operation managers have to create the users in the system and assign the campaigns to each user. Manual user creation can be overwhelming when the agent count is high. The solution to the above problem can be as below:

  • Agent Logins: A bulk user creation methodology can be helpful in such scenarios. The administrator can just upload the CSV with all the essential information and Ta-da! The users will get created in one go 
  • Login Management: The newly created users can use automated emails for password and credentials that they can change as per their will. 
  • Free Up Monitoring Time: Bulk user creation would save the supervisor’s time that can be utilized to effectively map the users to lead or queue in outbound and inbound campaigns, respectively. Real-time queue management can be done to move the agents from one queue to another where the call traffic is higher, to control the call abandonment rate, and to optimize the performance in real-time.

4. Color-Coded Lead Lists Bifurcation

In contact centers, the calling is going on 24*7 depending upon the regions and shifts of agents. The supervisor needs to keep a check on all the leads which are active/inactive so that he/she can prioritize. Manual bifurcation takes time and can result in erroneous categorization at times. To make it simple for call center operation managers, lead lists(Outbound Calling campaign) should have a clear color-coded demarcation of active and inactive leads with active leads getting listed first followed by inactive leads on the bottom.

To Conclude

Being a contact center manager is not easy, and the pressure to get the optimal results makes things more difficult. The success of your business depends on how agile you are and your ability to review and refine your contact center management techniques periodically. So if you are thinking about making your life easier, then invest in a smart and equipped contact center management software that can help you with all of the above-listed features. Ameyo’s Call Center Software gives you the right blend of technology and flexibility to configure as per your business needs.

What is a Pacing Ratio in a Predictive Dialer?

Outbound call centers often use dialing software to automate their outbound calling process to not just boost agent agents’ productivity but also as a way to ensure higher connect rates and eventually higher sales conversion.
The good news is that there are a number of different types of auto-dialer available in the market today for businesses to choose from. Some of them being:

  • Predictive Dialer: An autodialer mechanism that is in-built with an algorithm to predict when the next call should be placed to ensure high agent productivity
  • Power Dialer: Also known as a progressive dialer. Here, the agent is connected before the customer. That i.e. the agents call leg is already live prior to the activation of the customer’s call leg.
  • Preview Dialer: This auto dialer software allows the agent to view the customer information prior to the call being dialed out. Thus, giving them time to tweak their pitch and have more qualified interactions.

Though all the dialer software is efficient and effective in their own respective ways, Predictive dialer software is the most commonly used auto dialer software.
Some of the factors to consider or applicable settings for a predictive dialer are:

    • Answering Machine Detection (AMD): Using voice frequency and probability to determine whether the call has been connected to a human being or an answering machine.
    • Peak Call Count:  The maximum call count. Dialer will never exceed this limit.
    • Maximum Pacing Ratio: The upper limit for the number of calls dialed for each agent
    • Call Drop Ratio: The maximum percentage of call drops allowed, out of the total number of connected outgoing calls.
    • Variance Factor: The factor by which the dialer can vary. It is determined by max pacing ratio.
    • Agent Wait Time: The maximum time gap between the agent wrapping up the previous call, and being connected to a fresh call, in seconds.

Pacing Ratio – An integral part of Predictive Dialer

The whole day the call center agents are either dialing calls or receiving calls. Which can actually get monotonous at times and can lead to human error. To prevent this and make the best of available call center reps, a predictive dialer comes in handy as it dials out multiple contact numbers for each agent. This dialing strategy is known as the pacing ratio.
The pacing ratio is defined as the ratio between available agents and the calls to be made for each agent. Similarly, the max pacing ratio defines a maximum limit for the same. Understanding with an example –  if the max pacing ratio is set to 1:5, the dialer will dial out five contacts for each available agent at max. This essentially means that for every agent the number of dialed calls will be between 1 and 5. However, the maximum number of dialed contacts will be capped at 5.

Benefits of Optimizing your Call Center Dialer

Improve Agent Productivity

One of the biggest advantages of any auto dialer and more specifically, predictive dialing software is the elimination of manual dialing. The agents no longer have to check the contact number from a list, punch in the number and then a call is dialed. A predictive dialer significantly boosts agent productivity.

Reduce Agent Idle Time

An intelligent predictive dialer allows you to optimize the available resources by automatically varying the pacing ratio based on the quality of the list, available agents, and other factors to ensure the agents do not have to sit idle and waste their time.

Dial more in Less Time

Since outbound dialing is automated, agents can manage more calls and even have blended campaigns to further maximize their efficiency without compromising on the quality of customer interaction.

Increase Sales Conversions

Surpass all the obstacles like answering machines or busy dial tone to filter calls for the agent. At the same time know the best time to call with an intelligent predictive dialing system while having access to all the relevant customer information with CRM and other third-party integrations. Thus, arming the agents with the best auto dialer and tools to boost sales conversions.
Ready to setup your outbound call center? Talk to our Experts to get the best call center dialer for your business.

Transforming Contact Centers for the Contactless World

After the lockdown imposition, everything came to a halt and so did contact centers across the globe. With the pandemic hit, businesses started moving to remote contact centers and be prepared for the contactless world. In our Philippines Webinar, we have uncovered some of the biggest challenges that Ian Madrid and Neil Macalino faced in their businesses and we will try to understand how swiftly they were able to transform their contact centers for the contactless world.

In an insightful discussion with Sir Ian Madrid and Neil Macalino, Sachin Bhatia, Co-Founder and Global Sales & Marketing Head at Ameyo discussed the role that remote contact centers are going to play as they form the last line of business to human interaction. Not limiting it to just customer service, Sachin believes that contact centers are going to be driven by Sales, Collections, and Contactless Onboarding.

How Contact Centers in the Philippines reacted to COVID-19?

“Communication can solve all the problems,” our experts believe that. And with the COVID-19 hit in the middle of March, the contact centers in the Philippines completely relied on the communication.

Sir Ian says that they have seen a surge in call volumes and their customers have been demanding human to human interaction more than ever before. Contact centers in the Philippines instantly chose remote solutions to keep moving forward and build a workforce that they heavily relied on.

What is the future of Remote Contact Centers?

According to our contact center survey in the Philippines, 71.43% of people believe that the Remote Contact Centers are going to disrupt the contact center industry. This tells us that WFH is here to stay and is here for major business disruption.

“WFH can stay if the agents’ productivity is taken care of,” says Sir Neil in the webinar. This brings us to the strategic challenges that remote contact centers will face in the longer run.

IT Governance & Security

In a remote working environment, what do you do when the agents report a network issue or an unsupportive device problem? What would you trust, the agent, the device, the network? This brings a challenge of employee loyalty towards their work.

In the physical workspace, an agent’s device challenges can be addressed by the IT department instantly but in remote locations, this becomes a legit problem.

To overcome this, you can establish remote IT governance and security by monitoring agents’ devices, identify the reason for low productivity, network issues, and many more with 15 monitoring parameters that provide detailed information to the managers, thus helping in creating a high-trust environment.

Virtual Collaboration & Onboarding

When an agent is stuck with a call in a physical workspace, the floor manager, the peers, the supervisors can help resolve the query instantly ensuring an increased first contact resolution rate. But, how do we ensure the same kind of on-call assistance while working in a remote environment? The agents will need the same kind of support from their managers.

To build a workforce that is confident to resolve all customer queries with minimum supervision, you can provide the agents with options like internal chat, call transfer, call confer, in real-time, and provide on-call assistance whenever they feel stuck. Supervisors can monitor the calls in real-time and jump in a call to help the agents have qualified interactions with the customers.

Business Operations

“Anything that can be measured, can be managed,” says Sir Neil. Rightly so, because contact centers run on metrics like average handling time, first contact resolution rate, number of calls handles, win rate, customer satisfaction, etc. And we will constantly need metrics to measure and monitor the metrics that are important for any business.

Providing the agents with the flexibility to log in from any device, any browser, and any location ensures the inclusion of a diverse workforce and their productivity can be measured with a centralized view of contact center irrespective of the devices that they are using. Measure the metrics like agents log in hours, number of queries resolved, average call handling time, adherence to call quality metrics, etc. to ensure that the agents are working efficiently even while working remotely.

What are the Advantages of Remote Contact Centers?

Now that we have established that the Work from Home is here to stay, let’s try to understand what our experts have to say about the advantages of remote contact centers.

Reduced Cost Pressure

The biggest cost in a contact center is the manpower and then comes the cost to manage that manpower. What if you could reduce the cost of managing the agents? In a remote contact center, you do not have to invest in setting up infrastructural facilities in the physical office environment. You can save 12.5% of the total contact center cost which can be invested in scaling your business, alternate channels, tools, and equipment for the remote workforce.

Hiring a Diverse Workforce

Working remotely can be beneficial for businesses to hire a diverse workforce irrespective of their work location. This has manifold benefits:

  • Businesses working for different time zones can access the global talent pool, ensuring that they provide native experience to each customer
  • It helps in reaching emerging geographies and providing a local experience to the customers
  • It helps the businesses to tap into a much broader range of applicants/employees
  • Working remotely eliminates the need for traveling to reach the office daily and employees like to be given flexibility. With Remote Working Solutions, employees are more likely to accept job offers that do not involve traveling
  • Working remotely also lifts up the age barrier, people that are approaching a retiring age are also looking for opportunities that give them a sense of purpose and income
  • Parents staying at home will also get opportunities to take care of their families and work remotely

“People who can crack this soon will be ahead of the game in the market,” Sachin Bhatia adds while enclosing his thoughts on the future of remote contact centers and the need to transform contact centers for the contactless world.