Tag Archives: call center sofrware

Why Your Outbound Call Center Will Find Intelligent Auto Dialer Software Invaluable for Campaigns

Throughput with excellent results matters a lot, especially for call centers. When a contact center takes up an outbound campaign, its reputation and future work depend on just how speedily and effectively their agents can deliver positive leads. The contact center software plays a crucial role and within the software, the intelligent auto dialer is literally the gateway to efficiency and productivity.rnrnBacklinks Image For Post

Throughput with excellent results matters a lot, especially for call centers. When a contact center takes up an outbound campaign, its reputation and future work depend on just how speedily and effectively their agents can deliver positive leads. The contact center software plays a crucial role and within the software, the intelligent auto dialer is literally the gateway to efficiency and productivity.

A vanilla dialer in call center software usually does its work mechanically. These days you can have intelligent auto-dialers that monitor and track agent activity. If you have a pool of 15 agents working on a campaign you can assign the dialer the task of monitoring how much average time each agent spends on each call and thus be able to decide to start dialing the next number in the list and keep the call ready by the time an agent has finished. Monitoring helps the AI-powered autodialer to place outbound calls and keep agents busy but not overburdened.

Dialers for call centers help to evenly spread the load between agents. The normal way would be for supervisors to assign a specific number of calls per agent and let them work through the list. Some will work faster and complete work and then sit idle. Some agents will be slow either due to extended conversation with one target customer or another reason. Intelligent autodialers help to spread the load by detecting when the agent is about to finish a call and dialing out a number. Once it is connected it goes to the agent if he is free or to someone else who is free.

Why Your Outbound Call Center Will Find Intelligent Auto Dialer Software Invaluable for Campaigns https://hodusoft.com/why-your-outbound-call-center-will-find-intelligent-auto-dialer-software-invaluable-for-campaigns/

HoduCC Named Best Telemarketing Software By Digital Dot com

HoduCC named Best Telemarketing Software by Digital Dot com. It is heartening to know that our customers find HoduCC helpful in their telemarketing efforts.Backlinks Image For Post

Little did we know six years back, when HoduSoft started its journey that we will become part of the growth stories of the most enterprising companies of the world. The latest recognition comes from Digital.com. HoduSoft’s HoduCC omnichannel contact center software has been named as the best telemarketing software by the online review platform, Digital.com. Telemarketing has become quintessential for companies to reach their prospects and existing customers.

“We are delighted to be named the best telemarketing software by Digital.com. It is heartening to know that our customers find HoduCC helpful in their telemarketing efforts. I express my gratitude to our customers and partners for their sustained faith in the HoduSoft products. It is their faith that energizes and pushes us to work harder,” the company Co-Founder and Chief Business Development Officer, Kartik Khambhati said on the latest development.

HoduSoft’s contact center software brand HoduCC, made the cut among top solutions for large and small call centers in the final list. The selection is based on features such as call routing, call logging, and call recording. The guide published by the online review platform also examined the software on parameters such as pre-built customer relationship management (CRM) systems and reporting tools that assists users to assess and improve their telemarketing activities.

Telemarketing has existed for ages. As per IBIS World, the size of the telemarketing market and call centers in the US stood at USD 25 billion in 2021. The good old phone calls never fail. Especially, to gauge immediate customer sentiments. However, most of the companies cannot afford employees working alone on telemarketing activities. They need to rationalise the processes so the employees are not expressly working on telemarketing. On the other hand, companies need to follow the legislations laid down by local authorities on telemarketing. For instance, the FCC ( Federal Communications Commission) of the US allowed health care providers to carry out emergency automated calls and text messages related to COVID-19.

Keeping all this in mind, organizations need to optimize their processes to get the desired result in a limited time span. To achieve this, small businesses need automation. Here are our tips to achieve success with your telemarketing:

HoduCC Named Best Telemarketing Software By Digital Dot com https://hodusoft.com/hoducc-named-best-telemarketing-software-by-digital-dot-com/

HoduCC Named Best Telemarketing Software By Digital Dot com

HoduCC named Best Telemarketing Software by Digital Dot com. It is heartening to know that our customers find HoduCC helpful in their telemarketing efforts.Backlinks Image For Post

Little did we know six years back, when HoduSoft started its journey that we will become part of the growth stories of the most enterprising companies of the world. The latest recognition comes from Digital.com. HoduSoft’s HoduCC omnichannel contact center software has been named as the best telemarketing software by the online review platform, Digital.com. Telemarketing has become quintessential for companies to reach their prospects and existing customers.

“We are delighted to be named the best telemarketing software by Digital.com. It is heartening to know that our customers find HoduCC helpful in their telemarketing efforts. I express my gratitude to our customers and partners for their sustained faith in the HoduSoft products. It is their faith that energizes and pushes us to work harder,” the company Co-Founder and Chief Business Development Officer, Kartik Khambhati said on the latest development.

HoduSoft’s contact center software brand HoduCC, made the cut among top solutions for large and small call centers in the final list. The selection is based on features such as call routing, call logging, and call recording. The guide published by the online review platform also examined the software on parameters such as pre-built customer relationship management (CRM) systems and reporting tools that assists users to assess and improve their telemarketing activities.

Telemarketing has existed for ages. As per IBIS World, the size of the telemarketing market and call centers in the US stood at USD 25 billion in 2021. The good old phone calls never fail. Especially, to gauge immediate customer sentiments. However, most of the companies cannot afford employees working alone on telemarketing activities. They need to rationalise the processes so the employees are not expressly working on telemarketing. On the other hand, companies need to follow the legislations laid down by local authorities on telemarketing. For instance, the FCC ( Federal Communications Commission) of the US allowed health care providers to carry out emergency automated calls and text messages related to COVID-19.

Keeping all this in mind, organizations need to optimize their processes to get the desired result in a limited time span. To achieve this, small businesses need automation. Here are our tips to achieve success with your telemarketing:

HoduCC Named Best Telemarketing Software By Digital Dot com https://hodusoft.com/hoducc-named-best-telemarketing-software-by-digital-dot-com/

Call Center and Contact Center Software Complete Guide – HoduSoft

A complete guide to understand difference between call & contact center software. It may help to decide which Software is better to choose.Backlinks Image For Post

Customer service is an integral part of the business. In the time of online retail and social media, most businesses realize the hidden value in customer service and its positive correlation to business success. Over 50% of customers across all age groups prefer phone communication to reach out to a service team, making it the most-used channel for customer service, a survey by Zendesk found.

The ongoing covid-19 pandemic has shone a spotlight on the function, largely underrated. Many global companies are now focussing on ramping up their customer service business, due to a spike in demand. So what is driving this demand? What are the essential tools used for managing customer expectations? What is the difference between call and contact center software? Let us delve deeper and understand.

Companies make customer interactions through two essential ways– call and contact centers. For many, call center and contact center are interchangeable terms. Any operation concerning customer service is viewed as a call center.  Whilst, they both aim to iron out customer issues by servicing them, there are key differences in their approach and engagement. Let us understand the differences in detail.

A call center follows the basic principles of servicing customers over phone calls only. The agents in a call center are known as customer service representatives, who handle customer inquiries, provide technical support and address customer service issues. Some call centers provide other services such as billing, reminder or payments due, sales and telemarketing phone calls. The focus is on key performance indicators such as average calls per agent per day, average talk time, and the number of tickets resolved among others.

Customer call centers are categorized based on the type of operation—inbound and outbound.  An inbound call center is a gateway for incoming calls from customers. Most of the calls primarily belong to existing customers who typically call for queries and issue resolution. Whereas an outbound call center is used for making outgoing calls to existing and potential customers. An outbound call center is valuable for marketing campaigns for cold calls, pitching products, market research, and sales calls. 

Call Center and Contact Center Software Complete Guide - HoduSoft https://hodusoft.com/call-center-and-contact-center-software-difference-guide/

Call Center and Contact Center Software Complete Guide – HoduSoft

A complete guide to understand difference between call & contact center software. It may help to decide which Software is better to choose.Backlinks Image For Post

Customer service is an integral part of the business. In the time of online retail and social media, most businesses realize the hidden value in customer service and its positive correlation to business success. Over 50% of customers across all age groups prefer phone communication to reach out to a service team, making it the most-used channel for customer service, a survey by Zendesk found.

The ongoing covid-19 pandemic has shone a spotlight on the function, largely underrated. Many global companies are now focussing on ramping up their customer service business, due to a spike in demand. So what is driving this demand? What are the essential tools used for managing customer expectations? What is the difference between call and contact center software? Let us delve deeper and understand.

Companies make customer interactions through two essential ways– call and contact centers. For many, call center and contact center are interchangeable terms. Any operation concerning customer service is viewed as a call center.  Whilst, they both aim to iron out customer issues by servicing them, there are key differences in their approach and engagement. Let us understand the differences in detail.

A call center follows the basic principles of servicing customers over phone calls only. The agents in a call center are known as customer service representatives, who handle customer inquiries, provide technical support and address customer service issues. Some call centers provide other services such as billing, reminder or payments due, sales and telemarketing phone calls. The focus is on key performance indicators such as average calls per agent per day, average talk time, and the number of tickets resolved among others.

Customer call centers are categorized based on the type of operation—inbound and outbound.  An inbound call center is a gateway for incoming calls from customers. Most of the calls primarily belong to existing customers who typically call for queries and issue resolution. Whereas an outbound call center is used for making outgoing calls to existing and potential customers. An outbound call center is valuable for marketing campaigns for cold calls, pitching products, market research, and sales calls. 

Call Center and Contact Center Software Complete Guide - HoduSoft https://hodusoft.com/call-center-and-contact-center-software-difference-guide/

Why eCommerce Need Social Media Contact Center Software – HoduSoft

Five Reasons Why E-commerce Players Need Social Media Contact Center Software. Customers interact with organizations both online and offline.Backlinks Image For Post

Branding has long been used by businesses to drive emotional connection and brand recall in customers. However today, it has moved from invoking an emotion to reputation building. Customers interact with organizations both online and offline—they read reviews, vouch for experiences and join the dots with societal good that a business does. Each action of an organization is debated and reviewed on various online platforms. Many e-Commerce players using Social Media Contact Center Software for better CX. Building relationship with customers is paramount for the sustenance of a business of any size. The benefit of quick brand accessibility through channels like Twitter, Facebook, YouTube, and others who provide ready platforms for interaction through multiple channels is invaluable.

As per a Deloitte Report, every minute more than 4 million people in the world respond with the ‘like’ button to the content on Facebook, over 1.5 million on Instagram, and 350 thousand tweets. While we can still debate which sector has been impacted the most by social media buzz. One thing is clear, social media has significantly influenced the retail disruptor—e-commerce. Online retailers have sniffed the opportunity that social media presents, with many sprucing up their social media pages and opening up to the concept of social commerce. Businesses understand that customers are today multi-platform shoppers, which has made omnichannel presence a cornerstone of great customer experience.

The e-commerce sector has seen tremendous growth in the last few months on account of the Covid-19 pandemic.

McKinsey reported that the sector witnessed ten years of growth in a span of three months. Some organizations were already online, whereas others caught up on account of peer pressure, but largely most businesses have an online presence now. The key challenges faced by e-commerce companies are: 

Why eCommerce Need Social Media Contact Center Software - HoduSoft https://hodusoft.com/ecommerce-players-need-social-media-contact-center-software/

A Guide to Hybrid Workforce Technology for the Future of Work – HoduSoft

HoduSoft, A Guide to Hybrid Workforce Technology for the Future of Work. Accenture found that 83% of workers prefer a hybrid work model.Backlinks Image For Post

For most of us, the pandemic has been a period of remote work, with in-between visits to the place of work. As things change in the post-vaccinated world, business leaders need to find a way of adapting to the ‘new normal’.  A survey carried out by Accenture found that 83% of workers prefer a hybrid work model going forward. Organizations will need to come up with technology to support a hybrid workforce and effectively manage differences in a complex environment. 

The majority of the call and contact center organizations in the past have focused on on-site workforce technologies, overlooking remote service as sizable workers reported to the office every day. This was the case with call and contact centers the world over. During the peak of the Covid-19 pandemic customers in the US queued up for hours on the other end of the phone on busy call center lines. Companies were short-staffed as many employees called in sick or were unable to report to work. 

However, with changing times the “work-from-anywhere” mode will be a norm. Companies need to adapt and evolve with dynamic workplace changes occurring at an accelerated pace. Some companies have already taken the leap and witnessed improvement in their performance metrics. 

Today, technological interventions have made it possible to have a hybrid work environment and carry out long-term remote work rather than pilot programmes. As per Gartner 30% of organizations will shift their on-premise contact center operations to remote by 2024. This would cause a 60% increase in customer service agents working from home. 

Have a look below at the graph below from McKinsey Survey, which shows positive changes experienced by those companies who implemented hybrid workforce models.

A Guide to Hybrid Workforce Technology for the Future of Work - HoduSoft https://hodusoft.com/guide-to-hybrid-workforce-technology-for-future-of-work/