iCallify: Intelligent Call Center Software

Key performance indicators (KPIs) for a call center can vary depending on the specific goals and objectives of the organization. However, some common ones include: Average Handle Time (AHT) - measures the average amount of time a representative spends handling a call from start to finish. First Call Resolution (FCR) - measures the percentage of calls resolved on the first attempt by a representative. Abandonment Rate - measures the percentage of calls that are ended by the caller before being answered by a representative. Average Speed of Answer (ASA) - measures the average time it takes for a call to be answered by a representative. Customer Satisfaction (CSAT) - measures the level of satisfaction of customers who have interacted with the call center. Agent Utilization - measures the percentage of time that a representative is actively handling a call or working on a task. Call Volume - measures the total number of calls received by the call center. It's important to choose ...

Gone are the days when a single call center solution was used by businesses to run all types of campaigns. But, now theme based and goal based contact center solutions are available in the market. To manage customer care campaigns, customer care software, and to run sales campaigns, a sales dialer Software is available to run sales related campaigns. What is a sales dialer system? As the name suggests, it is a call center dialer solution that is used to run sales related campaigns. This software will have different features that can help in handling sales queries and calls. It will also have different calling modes to handle both inbound and outbound sales leads. Some of the common features of this software are as below: Auto dialer Predictive dialer Preview dialer Power dialer Progressive dialer Survey Voice broadcasting Call scheduling  Reports And more What are the major advantages of using a sales dialer solution ? There are several benefits of using this type of call ce...

Customer engagement is one of the important metrics in any business. If your customers are happy and engaged with your business, they are more likely to be loyal even if you charge them higher than your competitors. There are multiple ways to measure and increase customer engagement.   An inbound call center solution   can be a great investment that can help inbound call centers increase customer engagement. What is an inbound call center? When a certain call center focuses on attending incoming calls to provide the required customer support to give necessary responses to callers, it is called an inbound call center. It does not mean that an inbound call center never makes an outbound call or that an inbound contact center solution does not have auto dialers or outbound calling features. It is just that, it focuses more on attending to inbound calls. The inbound call centers are so important that businesses are either setting up an in-house customer care center using...