Automatic dialer | Predictive dialer software - Teckinfo

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Common Software Related CALL CENTER MANAGEMENT
PROBLEMS their Solutions
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Introduction
Modern world thrives on digital information
increasingly fast changing technology is
reshaping the way human race approaches their
day-to-day lives. Digital revolution has forced
the business ecosystem to adapt and deliver the
services on real-time basis to remain relevant
and competitive. Lot of investment has ensured
that sales and marketing divisions of
organization are better tuned to the new digital
customer however, contact centers are critical
to customer satisfaction and retention are yet to
catch up to these changes. Today, we are trying
to identify the challenges (a mix of traditional
challenges combined with problems related to
digital transformation) which are commonly faced
across contact center industry.
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01
Multiple Data Sources

• With more and more use of social media and
  internet, it is getting more difficult to address
  customer grievances from different mediums.
• A single consolidated view of customer including
  conversation history, customer preferences etc.
  is very difficult to get.
• Contact centers need to upgrade to Omni channel
  solutions or invest to integrate data from
  different sources with existing infrastructure.
• Unified Interaction Management will enable them
  to keep up with the changing trends and maintain
  presence across platforms.

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02
Call On Hold

• As per various studies, almost 30 of the
  customers disconnect their calls while waiting to
  connect to an agent.
• Modern contact center software are providing
  callback option for the customers.
• Callback option helps to avoid the long queues
  and tiresome waiting for an agent to be
  available.
• Customer just need to schedule a callback and the
  software will dial at the specified time.

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03
Navigating IVR

• IVR is one of primary reasons for customer
  satisfaction
• Quick easy navigating IVR can handle customer
  requests on the go
• Visual IVR system is simple to use where user can
  choose the option displayed on their screens
• Customer can move back incase opted for the wrong
  option 

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04
Call Drop

• Disconnection of calls in the middle of a
  conversation.
• Frustrating situation for the customer as they
  have to navigate again through a complex system
• Intelligent reconnect available in the contact
  center software will re-route the call to the
  same agent
• Intelligent reconnect increases the productivity
  and the effectiveness of the contact center
  agents and the time invested by them.

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After years of experience in serving the call
center industry Teckinfo has done the changes in
its product folio to meet the need of the hour.
InterDialog UCCS a unified call center software
is a state of the art product which is capable of
handling all such challenges which are faced by
the industry . It empowers the contact center to
be efficient and thus help them to increase the
number of happy customers.
Visit our website to know more- Teckinfo.com
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Contact Us
www.teckinfo.com
91-11-49605588
info_at_Teckinfo.com
info_at_teckinfo.com