June 13, 2024
10 mins
In today's customer-centric business world, efficiently managing customer interactions is very important. This is where call center phone systems come into play. These specialized telecommunication systems are designed to handle the high volume of inbound and outbound calls that businesses receive, ensuring smooth and efficient customer service operations. From seamlessly routing calls to providing interactive self-service options, call center phone systems are packed with features like Automatic Call Distribution (ACD), Interactive Voice Response (IVR), and advanced analytics, all working together to enhance customer satisfaction and optimize business performance. While looking to outsource your telecalling operations to a BPO call center, placing importance on technology is equally important as their telecalling operations. Call center technology offers a wide range of benefits, like:
Squadstack is a tech-first telecalling partner that provides you with trained telecallers, virtual call center phone systems, and an excellent tech stack to drive connectivity and boost sales. Our AI-integrated agent interface helps our agents with system-driven outreach and FAQs to equip them with resources that ensure a satisfactory experience for your leads.
Leveraging our advance call center technologies, which include an analytics dashboard, can help you identify lead behavior for personalized marketing campaigns. Let’s take a closer look at our call center technology stack below on the page:
Dialers automate the repetitive task of dialing phone numbers and handle busy lines. This frees up the agents to focus on productive conversations with potential customers. Dialer technology is essential for call center operations as it enables organizations to optimize agent productivity, improve customer interactions, and effectively achieve business objectives.
Let’s take a look at how our call center phone system technology works:
Our auto dialer streamlines telecalling by eliminating the search process. It automatically contacts potential customers, freeing agents from time-consuming tasks, self-selection, and phone calls. This simplifies work, increases agent productivity in a call center, and allows time to be spent interacting with customers instead of using the phone. Our automatic dialers eliminate the burden of making calls, allowing employees to focus on providing quality service and achieving business goals.
Our parallel dialling feature offers efficiency and scalability in call centre operations. By simultaneously dialing multiple leads per agent, we maximize outreach potential and optimize agent productivity.
In a 1:2 pacing ratio, two leads are dialled per agent, ensuring that the first to answer is seamlessly connected while disconnecting the others. This innovative approach to dialling enables call centres to reach more prospects in less time, driving higher contact rates and improving overall campaign performance.
A predictive dialer streamlines outbound calling by leveraging predictive algorithms to initiate calls based on predicted agent availability.
As agents complete calls and become available, the system automatically places calls to ensure a continuous flow of conversations. With a 1:2 pacing ratio, the phone system initiates twice as many calls as available agents, maximizing connection opportunities and optimizing resource utilization in a call centre.
By intelligently managing call volumes and agent availability, our predictive dialer enhances operational efficiency, increases contact rates, and drives better outcomes for our clients.
AI-Powered Human-AI Collaboration
WebRTC (Web Real-Time Communication) is a technology that enables direct real-time communication between web browsers or applications. It's essentially a set of technologies that web browsers and even mobile apps can use to communicate directly with each other in real time without needing to rely on additional software or plugins.
With WebRTC, we've streamlined our calling stack by eliminating mobile phones and enabling all calls through computers. Integrating predictive dialers has enhanced efficiency. This technology empowers seamless, browser-based communication, making it ideal for various call centre operations. As demand grows, we'll adapt and innovate, leveraging WebRTC's flexibility to meet evolving needs in communication and beyond.
ACD (Automatic Call Distributor) phone systems are designed to handle incoming calls efficiently. They employ sophisticated algorithms to route calls based on various factors, including caller information, IVR selections, agent availability, and skills required for specific call types.
By distributing calls to the most appropriate agents or departments, ACD systems minimize wait times, reduce call abandonment rates, and ensure that customers are quickly connected to the right person to address their needs.
Here's a breakdown of how ACD works:
In telecalling, Interactive Voice Response (IVR) acts as an automated receptionist that interacts with callers using pre-recorded messages and touch-tone inputs (pressing numbers on their keypad) or voice recognition.
IVR saves money by handling basic calls 24/7, freeing call centez agents for complex issues, and improving customer self-service options. Here’s how it works:
An omnichannel outreach strategy is a comprehensive approach that integrates multiple communication channels—voice, email, chat, social media, and SMS—into a unified platform.
This strategy ensures a seamless customer experience across all online and offline touchpoints. Unlike multichannel strategies that use communication channels independently, omnichannel outreach merges these channels to provide a cohesive customer journey.
By leveraging social media, mobile applications, email, and website data, businesses can actively engage prospective customers and boost sales, leads, and profits.
Implementing an effective omnichannel strategy involves understanding customer behavior, identifying the most effective channels, and leveraging customer data for insights. Let’s look at the advantages of omnichannel outreach:
Quality Assurance (QA) is a procedure that helps ensure that customer interactions are consistent with corporate objectives and goals. Quality assurance helps to detect inefficiencies in customer support, improve the customer experience, and standardize customer communication methods.
SquadStack's telecalling platform incorporates an AI-powered system for ongoing quality monitoring, a critical aspect of ensuring call excellence. The Automated Quality Check (AQC) engine streamlines quality assessment, eliminating manual processes and offering scalability. It's estimated to deliver 3-5 times more cost efficiency than conventional methods. Providing real-time audits, pinpointing areas for enhancement, and flagging irregularities, the AQC engine is highly adaptable and reduces the human effort that goes into Quality assurance.
Quality of service is a critical factor in a call centre and directly impacts your company's brand reputation. Let's look at the benefits of having an efficient QA process:
The conversion stack implemented by SquadStack plays a pivotal role in achieving enhanced conversions while ensuring a reasonable Customer Acquisition Cost (CAC). Once sufficient data is gathered for analysis, SquadStack's conversion stack comes into play. It comprises various components:
Implementing these strategies ensures that SquadStack's conversion stack efficiently prioritizes leads, allocates agents effectively, and optimizes follow-up processes, leading to improved conversions while maintaining cost-effectiveness.
With our Workflow Builder at SquadStack, we allow flexibility to the operations teams. For instance, they can configure workflows to initiate outreach via various channels, such as WhatsApp or IVR, depending on lead characteristics. Following the initial outreach, the system dynamically progresses leads based on responses received, ensuring a seamless journey through subsequent touchpoints within the workflow.
For example, a lead responds to a WhatsApp message with a specific action, such as pressing a key in an IVR menu. In that case, the system automatically directs them to the next relevant step in the workflow. Moreover, in cases where initial contact attempts fail to connect with the lead, our system intelligently reschedules follow-up attempts for optimal outreach effectiveness.
One of the key features of our Workflow Builder is its adaptability to varying lead availability and preferences. Operations teams can input parameters such as time intervals for follow-up attempts and delays between outreach channels, ensuring that outreach efforts are synchronized with lead availability. Furthermore, these parameters can be adjusted based on lead data, allowing for personalized outreach tailored to specific lead profiles.
For example, suppose a lead is identified as an office-goer with availability typically around early morning or evening due to work commitments. In that case, the system can be configured to schedule outreach during these times. Conversely, outreach efforts can be timed accordingly for a homemaker lead who is more likely to be available during daytime hours.
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In our app, agents are presented with a guided script flow designed to facilitate efficient interactions with leads. This script flow is highly customizable, allowing us to configure standard elements such as greetings, introductions, and questions to capture essential details from the lead. Additionally, we have the flexibility to specify whether specific information captured during the interaction should be included in the customer report.
The script comprises various "form elements" or questions agents must navigate during the conversation. These questions can take different formats, including multiple-choice, single-choice, or text-based responses. Moreover, our system incorporates validations to ensure the proper sequencing of questions. For instance, the greeting question must always precede other questions in the script for the script to be published and used effectively.
In addition to the scripted flow, agents are equipped with supplementary resources to assist them during calls. Our operations team curates and adds these resources, such as battle cards, tutorials, and FAQs, to the system. By providing agents access to these resources, we empower them to address lead inquiries more effectively and confidently handle various scenarios.
The telecalling agent app by SquadStack is designed to streamline and optimize telecalling processes. With intuitive features and user-friendly design, the app enhances agent productivity and improves customer interactions. Key features include:
Agent Training Modules: The app provides in-built training modules covering various aspects of telecalling, including campaign-specific training, objection-handling strategies, and brand protection protocols. Agents can access these resources to improve their skills and knowledge continually.
Guided Scripts: Agents have access to guided scripts that assist them during customer interactions. These scripts provide flexibility while ensuring consistency and adherence to brand guidelines.
Task Management: The app offers task management functionalities, allowing agents to manage their workflow efficiently. They can view assigned tasks, track progress, and prioritize activities for optimal time management.
In-App Translations: The app features real-time in-app translations to overcome language barriers. Agents can communicate with customers in their preferred language, ensuring smoother interactions and reducing misunderstandings.
Screen Sharing: For assisted sales , the app includes screen sharing feature. Agents can share their screens with customers to provide visual guidance or assistance during calls.
Quality Audits: The app incorporates AI quality audits to monitor call quality and adherence to industry standards. Agents receive feedback based on performance metrics, helping them identify areas for improvement.
Post-call surveys in call centres are structured feedback mechanisms designed to evaluate customer satisfaction and gather insights immediately following a customer interaction with a call centre agent. Let’s look at the advantages of post-call surveys:
The Live Call transfer feature facilitates seamless transfer of calls between a Sales Executive (SE), a lead, and a Customer Support Expert (CSR). During a call between the SE and the lead, the SE offers the option of transferring to a CSR for further assistance. If the lead agrees, the SE initiates the transfer process by putting the lead on hold and clicking the "Call CSR" button.
This prompts a connection attempt, which may take up to 60-90 seconds. Once connected, the SE verbally briefs the CSR on the context before transferring the call. After connecting the CSR to the lead, the SE advises the lead to accept the incoming call from the CSR and ends the current call. The SE then proceeds to the next screen on the app, adds any necessary comments, and submits the mission. In case of an unsuccessful connection with a CSR, the SE is prompted to schedule a callback. If the lead declines the transfer, the SE can proceed to schedule a callback directly. This feature streamlines the process of transferring calls while ensuring effective communication between the SE, lead, and CSR.
Our platform integrates with industry-standard Customer Relationship Management (CRM) systems such as Salesforce, LeadSquared, Freshsales, and Pipedrive. This integration streamlines the process of managing customer interactions by automatically syncing call data with the CRM in real time. With this functionality, users can effortlessly access comprehensive call logs, contact details, and call outcomes directly within their CRM interface. By eliminating the need for manual data entry, teams can save valuable time and ensure data accuracy, enabling them to focus on driving sales and delivering exceptional customer service.
In addition to standard CRM integrations, we provide custom in-house CRM integrations tailored to the unique requirements of businesses using proprietary CRM solutions. These custom integrations empower enterprises to leverage call analytics and CRM data, providing a view of customer interactions and driving data-driven decision-making, personalized communication, and targeted sales strategies. Our comprehensive CRM integrations enhance operational efficiency, improve customer relationships, and drive business growth.
In conclusion, the implementation of advanced call centre phone systems, such as those offered by SquadStack, revolutionizes telecalling operations by integrating cutting-edge technology with trained telecallers. By leveraging features like auto-dialers, parallel dialers, and predictive dialers, SquadStack optimizes agent productivity, enhances customer interactions, and drives efficiency in call centre campaigns. For more information on SquadStack and its transformative solutions, Book a demo with SquadStack.
SquadStack provides outsourcing services for telecalling operations, combining trained telecallers with advanced phone system technology to drive connectivity and boost clients' sales.
SquadStack leverages advanced dialer technology, including auto-dialers, parallel dialers, and predictive dialers, to streamline telecalling processes and maximize outreach potential.
WebRTC (Web Real-Time Communication) enables real-time communication between web browsers and applications. SquadStack utilizes WebRTC to facilitate seamless, browser-based communication, enhancing efficiency in telecalling operations.
Automatic Call Distribution (ACD) phone systems efficiently route incoming calls based on various factors, minimizing wait times and ensuring callers are connected to the most suitable agents or departments.
SquadStack incorporates AI-powered quality monitoring to ensure call excellence. It provides real-time audits, feedback, and ongoing agent training to enhance performance and customer satisfaction.
