BPO Call Center Software

In the evolving scenario of information technology enabled services and business process outsourcing, where customer interaction is the heartbeat of success, Teckinfo’s, BPO call center software emerges as the conductor of seamless experiences. Designed with meticulous attention to detail, our solution is more than a platform—it's a symphony of innovation, tailored to propel ITES/BPO companies into a realm of unparalleled efficiency and client satisfaction.

At the core of our solution lies a focus on multiple elements that collectively redefine the customer engagement landscape, promising not just support but an orchestrated journey of excellence. It is a suite of products for inbound, outbound, and blended business processes with features that facilitate the BPO’s to deliver top-drawer unified omni-channel contact center services. Furthermore, the solution is engineered with a focus on cutting-edge features to streamline your business communications.

Elevate Customer Engagement: Utilize the Power of ID Cloud Contact Center Solutions for ITES or Business Process Outsourcing Excellence

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Enhance Customer Service with BPO Dialer Software

  • Multi-Channel Support: Customers are enabled to communicate with you via their preferred channel, viz: voice, email, live chat, social media, WhatsApp, or SMS. BPO call center solution integrates multiple channels into a single platform. It helps enhance user convenience, provide seamless support across channels, boost response times, leading to improved satisfaction and augmented brand loyalty.
  • Intelligent Call Routing and Queuing: Advanced algorithms and rules assist in routing inquiries to the appropriate agents or teams based on various factors such as skills, availability, expertise, historical performance, customer priority and more. This helps in forecasting and scheduling agents based on anticipated call volumes and peak times. BPO contact center solution improves first-call resolution and optimizes agent efficiency.
  • Interactive Voice Response: A simple IVR voice prompt or a series of pre-recorded voice prompts enables BPOS’s to efficiently categorize calls through voice and touch-tone inputs. They can effectively manage high call volumes with Self-service IVR, facilitate callers to access information without agent intervention. An intuitive IVR flow designer helps design desired IVR flows and respond to customer inputs with agility.
  • Advanced Auto Dialer: Automating the dialling process helps drive engagement in progressive dialer mode and maintain a steady flow of calls to maximize agent productivity, thereby optimizing process flows. Advanced algorithms powered predictive dialer helps predict agent availability and adjusts dialling rates dynamically for efficient campaign optimization. Reduce agent idle time with BPO dialer software.
  • Remote Agent Support: Empowering flexibility, remote agent login enables agents to work from home, office or anywhere, ensuring uninterrupted BPO customer service delivery. It also allows virtual collaboration amongst agents and teams across geographical locations and real-time monitoring. IVR and OTP authentication for mobile or android agents ensures secure access to systems while working remotely.
  • Call Recording: Companies are enabled to maintain voice recordings of all interactions for dispute resolution and agent training. Coupled with quality monitoring tool, team leaders can assess agent performance through post-call evaluations. BPO call center software is a catalyst for continual improvement, its aids in refining communication strategies, elevating service quality and maintaining operational excellence.
  • Real-time Monitoring and Reporting: The trifecta of real-time monitoring, reporting, and analytics provides BPO’s a holistic framework for continuous improvement and strategic decision-making. It enables supervisors to monitor agent performance, track service levels, and address potential bottlenecks for proactive issue resolution. Comprehensive reports help transform raw data into meaningful insights to understand key performance metrics.

Integrating BPO Contact Center Software with Other Systems

CRM Integration

Ready connectors for integration with leading CRM applications and customizable API’s for integrating existing systems or other 3rd party applications allow for automatic logging of interactions, reducing manual data entry, and minimizing errors. BPO calling software provides agents with a holistic understanding of customer's journey across touch points leading to optimized client interactions, increased agent productivity, augmented satisfaction, and enhanced customer experiences.

Conversation AI Powered Brilliance

Infusing artificial intelligence capabilities viz: voice bots, chat bots etc. helps automate routine tasks allowing agents to focus on critical customer interactions and facilitate self-service to provide callers personalized and contextually relevant recommendations by processing natural language inputs. Sentimental analysis and predictive analytics help digitally transform services providing insights into customer behaviour whereby enhancing operational efficiency.

Social Media Integration

Incorporating social media channels, companies are enabled to proactively monitor, manage, and respond to inquiries in real-time. BPO dialer software enables them to gather valuable insights into user sentiments, preferences, and trends, facilitating data-driven decision-making. Additionally, social media integration allows them to harness the power of social media platforms e.g. Facebook, Instagram, LinkedIn etc. for lead generation, brand promotion, and reputation management.

WhatsApp Integration

By integrating WhatsApp, organizations can connect with customers on a platform they prefer, fostering efficient and real-time interactions. It enables agents to address queries, provide information, and resolve issues directly through the popular messaging app. By allowing sharing of images, documents, and other relevant files, it enhances communication and expands the scope of services you can offer. Furthermore, it facilitates proactive communication, such as appointment reminders or service updates.

Reduce agent idle time and improve first call resolution with our auto dialer for BPO industry. Book a demo now!

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Key Elements of ID Cloud Software for BPO Industry

Roles and Rights Based Login

User roles can be tailored to outline rights and permissions, determining actions users can perform and data they can access. Administrators are authorized to manage user permissions at the system and service levels, shrinking the risk of unauthorized access. Our BPO industry call center solution provides a secure ecosystem for users based on functional requirements.

Wallboard

Enhance your BPO contact center software with a dynamic wallboard. Display real-time performance metrics, KPIs, and call statistics in various formats like text, images, video, or graphics. This analytical tool boosts customer satisfaction, agent retention, and revenue, offering valuable insights for improved operational performance and productivity.

High Availability and Redundancy

In case primary service is interrupted due to any unforeseen circumstances, Teckinfo's proprietary heartbeat services and Windows, Linux clustering service enable businesses to minimize disruptions, maintain high availability and redundancy at multiple levels. This comprehensive approach bolsters system reliability, fault tolerance, and data integrity.

Scalability and Flexibility

BPO customer service software offers adaptability by accommodating new channels, features, and agents to handle fluctuating call volumes. It allows easy scalability based on business requirements, supporting up to 10,000 SIP channels, 3,500 agents, and various deployment options, including on-premises, public or private cloud, or hybrid setup.

Alerts and Notifications

Automated alerts and notifications including disk space alerts, system alerts, and application alerts and more are an integral component of ID Cloud contact center solution that can be triggered to indicate the health of the call centre operations. These can be sent via SMS, email, and WhatsApp to maintain competent operations and maximize engagement.

Compliance and Security

Features like do not call lists, number masking and encryption of sensitive information during interactions helps uphold industry regulations and data security standards, mitigates legal risks, avoids penalties, and builds trust by respecting customer preferences and regulations. Detailed logs maintained for auditing purposes provide transparency and accountability.

ID Cloud, BPO call center software is a strategic advantage for ITES companies seeking unparalleled excellence. What sets us apart? We don't believe in one-size-fits-all. Our solution is customizable to meet the granular details of your requirements. The solution not only enables seamless interactions but also positions your BPO as an agile, customer-centric entity at the forefront of technological innovation Why settle for the ordinary when you can embrace the extraordinary?
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    See Frequently Asked Questions

    How does a cloud contact center differ from traditional systems for BPOs?

    Unlike traditional systems, ID Cloud solution is hosted off-site, offering scalability, flexibility, and cost-effectiveness. It allows them to access advanced features and updates without the need for extensive infrastructure investment.

    Benefits of adopting our solution include scalability, cost savings, flexibility for remote work, rapid deployment of new features, improved disaster recovery and access to real-time analytics for enhanced decision-making.

    As a cloud solution provider, Teckinfo prioritizes robust security measures to protect customer data with encryption, authentication, and compliance with industry regulations.

    Our BPO contact center software facilitates remote agent management by providing tools for virtual collaboration, real-time monitoring, and access to customer information thereby ensuring consistent service levels regardless of agents' physical locations.

    Yes, our solution is designed to integrate seamlessly with existing systems, including CRM platforms, to ensure a smooth transition and continuity of operations.

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