The document outlines common challenges faced by call center management, particularly in adapting to digital transformation, such as difficulty in addressing customer grievances across various platforms and the need for unified interaction management solutions. It highlights the importance of modern contact center software features like callback options and intelligent reconnect to improve customer satisfaction and agent productivity. Teckinfo's Interdialog UCCS is presented as a solution to these industry challenges, promoting efficiency and customer happiness.

1. Common Software Related
CALL CENTER MANAGEMENT PROBLEMS
& their Solutions

2. 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.
Introduction

3. • 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.
Multiple Data Sources

4. • 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.
Call On Hold

5. • 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
Navigating IVR

6. • 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.
Call Drop

7. 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

8. Contact Us
www.teckinfo.com
info@Teckinfo.com
info@teckinfo.com
+91-11-49605588