Code Blue Solution: Emergency Alert System for Hospitals

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An emergency is an unavoidable circumstance which can occur any time. Thus, we all need to be armed with the latest tools and technologies to deal with the emergency with the least damage and quick rescue. Hospitals serve many patients at the same time. The patients can’t move fast in case of emergency. Thus, it is mandatory to have everything in place to ensure the quickest possible rescue. The Code Blue: Emergency Alert solution can work miraculously for the hospitals.

Let me share, how does it work?

  • The Code Blue Emergency Alert solution is a telephonic system developed by Elision Technologies Pvt. Ltd.
  • It creates different groups of relevant people and assigns an extension to each of them. Each group is given a name with a color code. For example, the cardiac specialist group has an assigned extension 701 and given the name “Blue”.
  • In case of emergency, just a single extension call will inform everyone in that extension group. Following earlier example, the call on 701 will inform everyone in the group called Blue. This group may have doctors, nurses, and other staff
  • Once they are informed, they may start doing the rescue work such as getting medicine or operation theatre, etc. ready.

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Call Center Trends to Look Forward in 2022

Call Center Trends 2022

To future proof call center strategy, it is necessary to know the future trends that will dominate the industry. Call center solutions are part of the call center success strategy, so we will share the top call center trend 2022 including general aspects and aspects related to the call center solution and technology.

Major call center trends to look forward in 2022

1. AI will be more influencing (more…)

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The Rise of Omnichannel Call Center Solutions

The Rise of Omnichannel Call Center Solutions

Technology shifts are common in all industries and call center is not an exception here. In the past few years, many changes and shifts have occurred and we are going to talk about one of the major shifts in this industry.

The omnichannel call center solutions have risen like anything in the past few years. There is a rapid increase in its use and its demand is going to rise in the upcoming years.

There are many reasons behind the clear rise of this type of call center solution. Let’s explore some of them: (more…)

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Major Call Center KPIs You Must Measure in 2021

Important Call Center KPIs 2021

Key performance indicators are the parameters that define the performance of campaigns, agents, and the call center itself. Call centers nowadays are more conscious about the growth and development and for that improving performance is needed. Identifying the right KPIs and focusing on them can help call centers to improve performance.

In this blog, we will help you identify the right call center KPIs by briefly describing, which KPIs will be important in 2021.

Customer satisfaction (CSAT) (more…)

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Tips to Use Skills based Routing Efficiently

Tips to Use Skills based Routing Effectively

Almost all modern call center software is equipped with a variety of call routing rules to increase agents’ productivity and customer satisfaction. Skill based routing is one of the advanced call routing features that will let you utilize the full potential of your agents. That’s the reason almost all call center solutions come with this feature.

Having skill based routing feature doesn’t finish your job. You have to take certain steps to make the most out of it. To help you assure that you use your skill based routing efficiently. Here is a step wise guide. (more…)

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Top Benefits of Video Conferencing Solution during the Pandemic

Top Benefits of Video Conferencing Solution during the Pandemic

It is pretty evident that Coronavirus is here to stay. Nobody knows how long will it take to get rid of this deadly virus, but one thing is pretty clear that we all need to learn to live with this virus. In many parts of the world, lockdown is lifted. Each government has enforced different safety measurements such as work with half of the workforce and avoiding visitors as much as possible. Even if lockdowns are lifted, people prefer to stay in their houses to be safe. Here, video conferencing solutions have come up as saviors for many businesses. (more…)

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WhatsApp Messaging: Necessary Communication Channel in Call Center during Pandemic

WhatsApp Messaging- Vital Communication Channel during Pandemic

Coronavirus spread has proven to be fatal in many countries. Not only lives are hampered, but also the economy is hampered. The governments are focusing on the health of people and it is necessary as well. On the other hand, we, being business people, can focus on the other part that is also getting damaged seriously because of the COVID 19 pandemic. I am talking about the economy. The businesses need to make decisions and execute to identify the possible opportunities and before that stabilizing the routine workflow must be our focus.

We, being one of the leading unified communication provider companies, focus on providing robust, secure, and scalable omnichannel solutions. (more…)

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Top Things to Focus during COVID 19 Crisis by Call Centers

COVID 19 pandemic is not unknown anymore to anyone. Almost all countries are fighting against this virus and businesses are trying hard to keep their growth rate intact at least, if not growing. We have been working very closely with the call centers as we offer the most advanced call center solution, DialShree. Based on our immense experience, here are some of the top tips that we would like to share for call centers dealing with the COVID 19 crisis. If you are one of the businesses who are working from home with the cloud call center solution or cloud telephony based BCP (Business Continuity Process), then these tips will be really helpful to you. 1. FCR First Call Resolution has to be your most vital KPI these days. Regardless of the fact that you are receiving fewer calls or many calls, you have to keep the first call resolution ratio high these days. This may hamper the short call duration KPI, but it will be helpful in making sure the customer does not need to call again and again for the same issue he is facing. 2. Customer Care Give extra weight on customer care. You may add certain rules or policies to show how you value your customers. For example, if you are a collection company, then you can give some relaxation in the EMIs that need to be collected this month. Do whatever is possible to make sure your customers are happy and feel valued this time because there are many customers that have started cancelling the contracts due to multiple reasons. 3. Short Queue time This is very important for any call center to keep the call queues shorter. It is possible that because of the pandemic, many customers might be calling in, but it is necessary to attend them quickly and hear them out. Furthermore, giving a satisfactory answer is even more important. There can be many options to achieve a short queue time, so the customers do not need to stay on the call for quite long. For example, answer all frequently asked questions via IVR (Interactive Voice Response) feature so the customer does not need to wait for long. Also, the callback option can be given to the customer if the call queue is quite long. This will also help in shortening the call queues. 4. Prioritization of customers As mentioned earlier, it is possible that your call center might be facing a spike in the call volume. You might be receiving more calls than you do normally. In such a case, keeping a single call queue might not be a good idea. You must use one of the amazing features available in the advanced call center solution such as DialShree, called, prioritization. You can keep the priority customers in the priority queue, so they can be attended quickly and you can continue gaining business advantage from them. We have the most advanced call center solution that can help you deal with the pandemic more professionally. Furthermore, we can help you with the cloud call center dialer to access the whole system from the home. For more details, contact us.

COVID 19 pandemic is not unknown anymore to anyone. Almost all countries are fighting against this virus and businesses are trying hard to keep their growth rate intact at least, if not growing. We have been working very closely with the call centers as we offer the most advanced call center solution, DialShree. Based on our immense experience, here are some of the top tips that we would like to share for call centers dealing with the COVID 19 crisis. If you are one of the businesses who are working from home with the cloud call center solution or cloud telephony based BCP (Business Continuity Process), then these tips will be really helpful to you.

1. FCR

First Call Resolution has to be your most vital KPI these days. (more…)

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Take Your On-premises Call Center on Cloud with Our Help for Remote Work

On-premises Call Center on Cloud Call Center

Coronavirus has brought the pandemic situation in the world. Millions of people are suffering directly or indirectly because of this virus. To save lives, a majority of governments across the globe has imposed lockdowns. This is affecting businesses and the economy. The solution is the “Work from Home” models.

For some industry verticals, it is not that complicated to shift the on-premises work environment to the cloud telephony one. For example, IT companies, digital marketing agencies, cloud support service providers, etc. can easily shift their operations remotely. However, for some industries, it is quite challenging to shift work remotely. One of the industries of this kind is call centers. (more…)

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Remote Work Model with Call Center Solution Part 3

Remote Work Model with Call Center Solution Part 3

Call centers can work remotely with the same productivity by using a call center solution like DialShree and the “Remote Agent” add-on. There are 3 different approaches of using the call center solution to implement a successful “Remote Agent” model. We had shared two approaches in the previous blog posts and today we will talk about the third approach of using the “Remote Agent” add-on and call center solution like DialShree to implement successful and productive “Work from Home” model.

This is the pure version of remote work as your agents can attend calls without log into the call center software on their phones. (more…)

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