Category: Call Center Dialer Software Solutions

In an age where customer interactions are pivotal, the choice of a dialer for a call center becomes a strategic decision that can make or break the seamless flow of operations. Join us on this journey as we unravel the nuances of various dialer types, with a keen focus on our cutting-edge predictive dialers that redefine efficiency standards.

As your trusted call center software solution provider, we bring you insights, industry trends, and a roadmap to navigate the complex landscape of dialer technologies. This blog isn’t just a guide; it’s a gateway to a future where your call center isn’t just functional but excels in delivering exceptional customer experiences.

At KingAsterisk, we understand the pivotal role a dialer plays in enhancing efficiency and boosting productivity. Let’s explore the key aspects of selecting the perfect dialer for your call center.

Understanding Dialers For Call Centers

Dialers come in various types, each catering to specific needs. From predictive dialers to progressive dialers, finding the right fit is crucial. But why does it matter? A well-suited dialer ensures seamless operations, minimizing downtime and maximizing agent-client interactions.

The Power Of Predictive Dialers

Unlock unparalleled efficiency with our state-of-the-art predictive dialers. Predictive dialing algorithms optimize call rates, ensuring agents are engaged consistently. This means less waiting time for your clients and increased talk time for your agents. Efficiency, redefined.

Tailoring Dialer Solutions To Your Needs

At KingAsterisk, we recognize that one size doesn’t fit all. Our customizable call center dialer solutions cater to the unique requirements of your call center. Whether you prioritize outbound campaigns or focus on inbound customer service, our dialers adapt to your workflow seamlessly.

Why Our Dialers Stand Out

Smart Automation 

Our dialers incorporate intelligent automation, streamlining repetitive tasks and allowing agents to focus on meaningful conversations.

Real-Time Analytics 

Stay ahead of the curve with our dialers’ robust analytics. Track performance metrics, monitor call quality, and make data-driven decisions for continuous improvement.

 Scalability 

As your call center grows, so should your tools. Our dialers are designed for scalability, ensuring they evolve with your business.

How Can a Dialer Impact Customer Satisfaction?

A client receives a call precisely when they need assistance. Our dialers ensure timely connections, contributing to enhanced customer satisfaction. Can your call center afford to miss out on such a fundamental element?

The Future of Call Center Technology

Embrace the future with our dialer technology. Our commitment to innovation ensures your call center stays ahead in the dynamic landscape of customer service. Elevate your operations, enhance customer interactions, and leave a lasting impression.

At KingAsterisk, we don’t just anticipate this future; we shape it. Join us on this exciting journey as we continue to redefine the boundaries of contact center success through innovative and forward-thinking technology. The future is calling, and we’re answering it with efficiency, intelligence, and unparalleled dedication.

Dialing into Success with KingAsterisk

In conclusion, the right dialer isn’t just a tool; it’s a strategic asset. Join hands with KingAsterisk for a transformative experience in call center contracts. Revolutionize your operations, empower your agents, and watch your call center thrive.

Unleash the power of efficiency – choose the right dialer for your contact Center success.

Ever thought about the eventual fate of client care? Spoiler alert: It’s in the cloud! Welcome to the era of virtual call centers. The cooperative energy of Cloud Contact Center Solutions and high level tools like VICIDial opens new entryways for improved communication systems. We’re going to spill some industry mysteries, sprinkle in a smidgen of VICIDial enchantment, and set you on a course to reclassify client commitment. So, fasten your seatbelts – the cloud journey is about to take off!

Cloud-Based Contact Center Solutions

Picture this: Your business is booming, and suddenly you need to handle a surge in customer queries. 

With cloud-based solutions, scaling up becomes as easy as a few clicks. These solutions operate on a Software as a Service (SaaS) model. Here you have to only pay for what tools or services you need. Specialists can team up consistently, establishing a dynamic and dexterous climate.

Benefits of Cloud Contact Center Services

Scalability 

Cloud-hosted contact centers can effortlessly scale operations based on demand, accommodating growth without the hassle of physical infrastructure.

Virtual Contact Center Platform:

Whether it’s a remote setup or a global team, the cloud adapts to your needs. Because cloud contact centers are virtual, agents can work from anywhere, encouraging a distributed and adaptable workforce.

Disaster Recovery Made Simple:

Picture this – your on-premise systems encounter a hiccup. What occurs straightaway? Cloud contact center Solutions administrations guarantee consistent debacle recuperation. Your data is securely stored off-site, ready to be restored promptly, minimizing downtime and ensuring continuous operations.

Enhanced Security for Peace of Mind:

Security is non-negotiable, especially when dealing with customer data. Cloud contact center services execute powerful safety efforts, defending touchy data. You can rest assured that the interactions you have with your customers are protected in a safe setting.

Rapid Contact Center Deployment Without the Hassle:

Traditional setups often involve lengthy deployment processes. Get your contact center up and running swiftly, reducing downtime and ensuring a quick transition.

Integration Possibilities for a Unified Experience:

Cloud solutions offer integration possibilities that improve the general client experience. Interface your contact place with CRM frameworks, specialized devices, and that’s just the beginning, making a unified platform.

Hosted Contact Center Technology

Picture this: No bulky servers, no complex installations. 

The hosted approach simplifies management, allowing businesses to focus on core operations. Your data is safe and sound, even in the face of unexpected events. 

Cloud Customer Engagement Solutions: An Universal Approach

Cloud customer engagement solutions flawlessly incorporated with VICIDial, offering a complete tool kit for overseeing corporations productively. Cloud-based customer engagement breaks down the barriers of traditional communication, reaching your audience wherever they are – be it social media, email, or even on-the-go with mobile apps. Whether your customers prefer chatting, emailing, or even tweeting, a universal approach ensures a seamless experience across every interaction. 

Important Note: KingAsterisk Technologies stands out by not only offering advanced solutions but also by installing and configuring VICIDial on a free-of-cost basis. 

Conclusion: Bridging Efficiency and Affordability

All in all, The extension of proficiency and reasonableness is directly before you. No longer constrained by physical infrastructure, your operations can now scale effortlessly with demand. With SaaS models and free VICIDial installations and configurations, we, KingAsterisk Technology, ensure that cutting-edge technology isn’t reserved for the giants. 

Are you ready to redefine your customer service? Reach out to KingAsterisk Technologies for a seamless VICIDial experience!

Did you know that businesses using advanced Progressive Dialers witness a whopping 30% boost in productivity? 

At KingAsterisk Technologies, we’re dedicated to improving your team’s communication. In this blog, we will understand the impact of Progressive Dialer, investigating their advantages, high level arrangements, and how they improve your proficiency at a very minimal cost.

Have you ever been annoyed by being flooded with calls or waiting for a call to connect?

Understanding Progressive Dialers

Ever wondered how some call centers seem to effortlessly manage calls, connecting agents with leads seamlessly?

Modern dialer technology is based on progressive dialing systems. They offer intelligent dialing automation that adjusts to your specific needs, going above and beyond the norm. They intelligently dial numbers based on agent availability, ensuring no time is wasted. Monitor agent performance and call success, and adjust your strategy for best results.

Progressive Dialer: Next-Gen Dialing Platforms

Did you know? Progressive Dialers analyze real-time data to make sure you’re always connecting with the right leads at the right time.
The way you connect with your audience is redefined by our advanced calling solutions, also known as next-generation dialing platforms. Analyzing call patterns, identifying trends – it’s like having a data scientist for your call center.

Dialing Automation Technology

Did you know that automated dialers significantly reduce errors? 

Yep, that’s right. No more misdials or awkward silences. Every number is dialed with precision, making sure you’re always one step ahead. Dialing Automation Technology ensures accuracy. 

Picture this: a dialing system that adapts to your pace, intelligently optimizing call queues. That’s dialing automation technology. It adapts to your workflow, ensuring you’re not rushing through calls or waiting idly. 

Efficiency Meets Affordability with Vicidial

Ever wished your agents could make more calls without burning out?

KingAsterisk Technologies takes it a step further. We offer a free-of-cost installation and configuration of Vicidial, our preferred dialing solution. Our nonstop help guarantees that your tasks run as expected, regardless of time.

When it comes to Progressive Dialers, think beyond the basics. Our advanced dialing solutions and next-gen dialing platforms redefine industry standards, making your communication strategy not just effective but innovative as well.

Did you know? Vicidial’s analytics empower you to identify trends and optimize your approach for better results.

Important Note: Vicidial Installation Offer

As part of our commitment to providing value, KingAsterisk Technologies installs and configures your Vicidial for free. 

Conclusion

The data doesn’t lie: modern dialer systems equipped with intelligent automation technology redefine the efficiency game. At KingAsterisk Technologies, Our advanced dialing solutions redefine industry standards.  

So, are you ready to upgrade? Reach out to our experts for a free demo and more information.

Whether you are a startup, a small business, or a well-established corporation, the way you handle your phone calls can make or break your reputation. That is where KingAsterisk, a main call center outsourcing software solution supplier, steps in to reform your correspondence system.

Why Outsource Your Call Center Phone Answering Services?

In the digital age, customers expect immediate responses. Whether it’s a query about your product, a service request, or a simple greeting, every call matters. However, managing an in-house outsourced phone answering service team can be costly, time-consuming, and prone to errors. This is where outsourcing phone answering services becomes a game-changer.

KingAsterisk: Your Communication Accomplice

At KingAsterisk, we grasp the significance of compelling and responsive correspondence. Our state of the art call center programming arrangements are intended to assist you with smoothing out your business communication consistently. We value offering tailor made administrations to take care of your novel necessities.

Why Choose KingAsterisk?

24/7 Availability 

In today’s globalized world, time zones don’t matter. With KingAsterisk, your clients can contact you nonstop, giving the degree of administration that guarantees consumer loyalty.

Cost-Efficiency 

Outsourcing your phone answering services to us saves you money. You no longer have to bear the costs of hiring, training, and retaining an in-house team. 

Scalability

We adapt to your business needs. As your business develops, we develop with you, guaranteeing that you generally have the right degree of help.

Professionalism

Our well-trained and courteous call agents represent your brand with the professionalism it deserves. 

Advanced Technology 

We leverage cutting-edge outbound call center solutions to ensure that your calls are answered promptly and accurately.

Benefits of Outsourced Call Center Phone Answering Services

Now, let’s dive deeper into the advantages of outsourcing your phone answering services, that matter most in the realm of business communication:

Improved Customer Satisfaction

When your customers can reach you at any time, their satisfaction soars. Imagine a potential client calling at midnight, and a friendly, well-informed agent answers their queries. That’s a game-changer!

Call Center Cost Savings

Reducing operational costs is a top priority for any business. Outsourcing phone answering services means you no longer have to worry about hiring and training, as well as the ongoing expense of payroll.

Call Center Scalability

As your business grows, so do your communication needs. KingAsterisk offers versatile call center dialer arrangements, guaranteeing that you have the right degree of help as your business grows.

Focus on Core Activities

When you let us handle your calls, you free up your valuable time and resources to concentrate on your core business activities.

Call Center Data Security

Your business data is of utmost importance. KingAsterisk employs the latest security measures to keep your information safe from prying eyes.

Frequently Asked Questions (FAQs)

1. Q: How does KingAsterisk ensure 24/7 availability?

We have a devoted group of call specialists working in movements to guarantee that somebody is consistently accessible to answer your calls, regardless of the time.

2. Q: Can KingAsterisk adapt to our specific business needs?

Absolutely. We offer adaptable phone answering solutions, so whether you’re an independent company or an enormous enterprise, our solutions are custom-made to accommodate your prerequisites.

3. Q: How would you ensure information security?

We utilize progressed encryption and security conventions to shield your information. Have confidence, your data is in safe hands.

The KingAsterisk Call Center Difference

Outsourcing your phone answering services to KingAsterisk not only elevates your customer service but also enhances your brand’s reputation. Our group turns into an expansion of your business, giving that individual touch that clients esteem.

Remember, Your Call, Your Business,Our Solution!

In today’s time, people from children to the elderly are using mobile phones. This is why today’s companies, whether small or large, national or multinational, are looking for reliable and secure telephony solutions with Call forwarding that can improve the communication process of the company and its customers.

Call Forwarding software is a reliable and secure telephony solution. It helps companies redirect their incoming calls to another number. Not only that, with its help calls can be calls sent on pre-recorded voicemails. Its main purpose is to transfer all incoming calls to the right number at the right time.

According to our study, most customers agree that the inability to resolve issues effectively is the most frustrating aspect. Which guarantees bad customer service. Call forwarding ensures that customers receive fast and reliable customer service or not.

How Does Call Forwarding Work?

Initially call forwarding was only to forward incoming calls to another number. But with the passage of time advanced features were add to it with the evolving technology. By which the customer experience can be enhance.

When customers call the company, the destination number is also transfer with the help of this facility. So that you can answer the call without waiting for your customers. Apart from this you can set up call forwarding in minutes. You can also know when, how and to whom the call was forward and can also customize it.

The company should resort to call forwarding in the following situations.

When Lines are Busy

When a customer calls and if you are connect to another customer then the calling customer has to wait. And customers can be disconnect. If it doesn’t happen and you don’t want your customer to have to wait or disconnect the call, call forwarding can help you handle your customer’s calls. With the help of call forwarding, the call can be forward to another number when it is busy.

Unanswered/ Not Attend Calls

When you are not available near the call or cannot answer the call or cannot receive the call then in this condition your call needs to be forwarded. With call forwarding, calls from important customers do not have to be missed. Apart from that you can send the call to a pre-recorded voicemail.

When You are Unreachable

If there is no signal in your phone or the battery is dead, then you can forward your customer’s call to another number. This feature will not let you miss any important call of your customer.

Sequential Forwarding

Maybe you are dedicate to specific customers as their customer service representative. Customers who call in may prefer speaking to you over your colleagues.

With this rule, you can forward calls according to your desired sequence of numbers and devices.

Set your mobile number right after your office number, making it more likely that your customers reach you if they can’t get through your first number. If they still can’t reach you, then direct them to your next colleague’s number.

Sequence-based call forwarding can also be determined by priority, skill-level, or any other criteria you find most relevant to your role or business.

Simultaneous Ringing

This may be the fastest way to connect the caller to a representative.

Simultaneous ringing allows you to simultaneously ring a group of numbers.

If it doesn’t matter who specifically your customers reach, use your VoIP software to forward calls to the entire team’s numbers at the same time. There’s a greater chance that someone is available to respond.

Selective Forwarding

Efficiently forward calls by utilizing data with the incoming number.

Integrate your CRM tools with your VoIP software to recognize which customer is calling in. Immediately forward them to the dedicated customer service rep.

You can also use VoIP software to recognize country codes, and route them to the regional sales rep.

Or forward specific numbers to your colleagues because there are some numbers you just want to avoid.

Have you ever been looking for different types of outbound dialers and campaign execution? Kingasterisk Technologies provide more than just one type of dialer Including a Predictive Dialer.

Whether it’s for customer loyalty, collection, surveys or telemarketing, dialing technologies are indispensable tools for any contact center. A contact center has the option to choose from different types of outbound dialers including Preview dialers and Predictive dialers.

Preview Dialer

Preview dialing is the simplest outbound dialing mechanism provided by King Asterisk Technologies. With a preview dialer at the end of a call your advisors are able to see the next call in the list. It is up to them when to make the call and they may also be able to skip to the next name on the list. This can be ideal for more complex sales where a bit of research is require between calls to increase the chances of success.

The preview dialer selects a customer record from a call list and proposes this call record to an agent. The agent can then look at the customer record (the “preview” phase) and decide to call this customer. The agent will hear the progress of the call on the phone line. If the customer is busy, the agent hears busy tone, if the customer is not answering the phone the agent hears ringback tone until ending the call, and, of course, if the customer answers the phone the agent can talk to the customer.

When your system detects that one of your agents is available, it presents him with a form containing all the information contained in external databases (CRM or other).

The agent will then read the file in front of his screen, get an overview of the customer’s situation and will be able to get a first idea of what to expect from that specific call. Thus, when he is ready he will be able to trigger the call by clicking on a button on his interface.

The Preview Dialer allows you to:

– Give agents the option to reject a recording and move on to the next recording;

– Apply a more restrictive mode where your agent has no choice but to make the call;

– Set an automatic timeout period after which, the registration number is dial no matter what happens.

It is clear that Preview Dialer offers the greatest working comfort to agents. However, it is not necessarily optimal in terms of productivity. If your agents cannot be sure before initiating calls that a client will pick up and another will actually be available. He may indeed spend a significant part of his time preparing calls that will not succeed.

This is why it is wise to use this dialer for qualitative phone campaigns where clients could be warned in advance that they will be called. This optimal use is one where the starting point is a list of scheduled appointments or reminders are set to guarantee a much higher reachability rate than simple cold calls. Once the agent finishes the current call, the next call request is routed to the agent screen. The dialer decides which call is propose to which agent and when. The agent can preview, accept, or reject the call. This can be ideal for more complex sales where a bit of research is require between calls to increase the chances of success.

If each case of call is complicate, or needs to be personalize to a high degree, then you might want your agents to spend 5-20 minutes preparing for their call. In this case, it’s best you use a preview dialer.

Predictive Dialer

The most intensive solution is the predictive dialer. With the progressive dialer, although calls are made as soon as advisors are available, many of those calls incur a long ring time, are engaged or hit an answer-phone—all wasted time with an advisor on the end of the line.

The predictive dialer determines that a percentage of calls will be unsuccessful and therefore over-dials connecting ‘live’ callers to the advisors as soon as they come available. Predictive dialers are typically use in very high volume low margin outbound contact centers where the efficiency of the advisors and the cost per call are paramount—seconds matter.

The areas to be aware of are two-fold. As we see in TV programmes, unless managed correctly predictive dialers can overcompensate and end up with more live callers than advisors. This leaves bewildered customers or prospects hanging on a deadline.

To counter this, Ofcom regulations state that no more than 3% of callers can be abandone in this way.

Secondly, the effect on your advisors should be taken into account. They are not cogs in a machine. Having calls deliver to you without respite can reduce their morale and effectiveness with customers. Time should be taken to weigh up the extra gain from predictive dialing versus the negative risks on your brand and your team.

This is ideal where the calls are very similar in nature and advisors benefit from having the system tee up the next call for them.

Predictive dialing introduces a predictive dialing engine that initiates outbound calls based on outbound campaign call lists automatically in the background. The predictive dialing engine handles all calls (including call classification if a number is busy or not answering) until a call is connect.

Our predictive dialers even feature an answering machine detection so that only calls answer by a person are connect to an agent. Based on complex and mathematical algorithms, the predictive dialing engine defines the number of calls that are initiate and when they are start. However, introducing predictive dialing bears the risk of calls needing to be drop when a customer answers the phone but no agent is available at this moment. Predictive dialing is the most effective outbound dialing mode.

The predictive dialing engine starts outbound calls automatically based on outbound campaign call lists. The dialing algorithm balances automated dialing rate in real time based on agent availability and multiple call handling-related statistics. The campaign manager can adjust dialing algorithm parameters. Answered calls are routed to agents, others are re-scheduled automatically.

From a technical point of view, it would be more appropriate to describe them as over-numbering call campaigns. After all, predictive refers to the ability of the system to use data from your telephone activity. In particular, the conversation time, the dropout rate, the occupancy rate, etc. This will allow predicting which agents will soon be available. 

However, to achieve this balance between agents and callers, you must take into account calls that are not answer and those that end up on answering machines. Which triggers over-numbering, dialing many more numbers than there are agents.

On the other hand with real-time statistical analysis of activity data, it is now possible to go very far in the adjustment between number of calls and number of agents.

So if you want to take your outbound call campaigns to the next level, Predictive Dialer drastically improves the efficiency of your Contact center. 

Predictive dialers help contact centers to manage large-scale outbound marketing campaigns without deploying extra agents. As the auto dialer initiates multiple calls for each available agent, it becomes easier for businesses to communicate with more customers and leads by reducing the time between two outbound calls.

However, predictive dialers do have some flaws. Predictive dialers begin making new calls before an agent is available, assuming that it will have a customer ready as the agent is ending another call. With this type of auto-dialing, calls often reach prospective customers before an agent is available to speak with them.

When this happens, there is a delay in response time from the agent, which many customers find frustrating. Customers may already be frustrate when they are connect to an agent, or they may abandon calls before an agent is even available. Because of this, predictive dialing can seem impersonal, and may not be the best choice when your call center prioritizes rapport between an agent and a customer.

For instance, if you are cold calling completely new data, and have no prior history to read up, that means your agents can get on their call with zero preparation. So, a predictive dialer is best for this.

Conclusion

As we said at the beginning of this article, any campaign must be based on a detailed analysis of clients. In other words, you must answer these pivotal questions, when can you reach customers? Are they really likely to be interest in the offer? And also on which communication channel should we contact them?

Rather than betting on volume, Kingasterisk Technologies focus on customer experience. So, it exploit the ability of call engines to integrate this knowledge to define more targeted call and callback strategies. Typically, we suggest you should choose dialers based on the number of calls made per day. 

For example,

50-100 calls. Choose a Preview Dialer.

500+ calls Choose a Predictive dialer.

At Kingasterisk Technologies, our core focus is on helping our customers to handle inbound calls with style. As part of our service, customers also get the ability to make outbound calls from their CRM instance and this often raises questions about terminology for outbound calls.

Did you know? Asterisk is the foundation of many renowned Asterisk installation around the world.

Welcome to KingAsterisk Technologies. Whether you’re a beginner or looking to enhance your telephony system, this blog is your roadmap to a seamless Asterisk setup.

But hey, before we dive into the technical stuff, let’s chat a bit about why Asterisk is a unique advantage in communication.

Understanding Asterisk

So, what exactly is Asterisk? 

Asterisk, an open-source PBX, is the key to unlocking advanced telecommunication capabilities. It takes into consideration customization and fills in as the establishment for a strong correspondence framework.

To put it more succinctly, Asterisk is the brain of your phone system. It handles the magic that happens behind the scenes to ensure that your calls and messages flow smoothly.

Remain tuned as we walk you through the establishment, setup, and improvement steps and uncover its different capacities.

Installing Asterisk

Step 1: Preparing for Installation

First things first – let’s ensure your system is ready. Before diving into the Asterisk installation process, ensure your system meets the necessary requirements. This includes a Linux environment and the necessary dependencies.

Step 2: Asterisk Software Installation

Now, it’s time to bring Asterisk into the mix. Execute the installation commands carefully, following our step-by-step instructions. 

Ready for the next step?

Step 3: Configuring Asterisk Server

We want your Asterisk to shine, so we’re customizing the settings. Delve into the server configuration settings to tailor Asterisk to your specific needs. 

Step 4: Asterisk PBX Installation

Time to introduce the star of the show – Asterisk PBX. Consider the installation of your telephony system’s foundation, Asterisk PBX. You are now one step closer to having a single communication platform.

Invigorating, right? We’re nearly there!

Step 5: Asterisk VoIP Setup

Our guide covers the process of setting up VoIP to enhance your communication capabilities. Fill in the blanks with the information your provider gives you. Assign each team member their own extension, and voila – it’s like calling them on their personal line. Enable Secure Real-time Transport Protocol (SRTP) to keep your calls private and secure. 

Tip: Make a few calls within your system to ensure everything sounds crystal clear. 

Step 6: Asterisk SIP Installation

Learn the ins and outs of Session Initiation Protocol (SIP) installation, a crucial component for enabling real-time communication over the internet. Before we start the SIP installation party, ensure your system is ready. Open your Asterisk Command Line Interface (CLI). Now, let’s configure your actual device – could be a phone, a softphone on your computer, or even a fancy desk phone. 

Step 7: FreePBX Asterisk Install

Explore the integration of FreePBX with Asterisk, providing you with a feature-rich and user-friendly interface for managing your PBX system. Start by downloading the FreePBX ISO. Open up a web browser and head to your server’s IP. In the FreePBX dashboard, find “Asterisk SIP Settings”. Link FreePBX and Asterisk by adjusting the settings. Hit the “Apply Config” button. Your FreePBX and Asterisk are now in perfect harmony.

Step 8: Asterisk Development and FreeSWITCH Integration

Ever felt the need for a specific feature that Asterisk doesn’t provide out of the box? 

This is where Asterisk development comes into play. Begin by understanding Asterisk extensions. AGI (Asterisk Gateway Interface) scripts open up a world of possibilities. 

Want to connect your system to a CRM or database? AGI scripts make it happen.

Now, imagine combining the robustness of Asterisk with the versatility of FreeSWITCH. FreeSWITCH is an open-source alternative that complements Asterisk beautifully. Whether it’s handling audio or video, FreeSWITCH ensures top-notch quality. 

Pro Tip: If you ever feel lost, our team at KingAsterisk Technologies is just a message away. We’ve got your back in this journey toward enhanced communication. 

Important Note: Vicidial Installation Offer

KingAsterisk Technologies is pleased to offer a free installation and configuration service for Vicidial, enhancing efficiency without breaking the bank. Upgrade your communication game with Vicidial – where efficiency meets affordability.

Conclusion

Congratulations! You have enabled your organization with a cutting-edge communication system by successfully installing and configuring Asterisk. At KingAsterisk Technologies, we’re committed to delivering top-notch solutions to improve your telephony experience. Feel free to reach out to our expert team for any assistance.

Agent Time Detail

In this report you can view Agent Performance Analytics how much time agents spent on what.

• Time Clock :- Time the agent has logged in to the time clock.
• Agent Time :- Total time on the system (WAIT + TALK + DISPO + PAUSE).
• Wait :- Time the agent waits for a call.
• Talk :- Time the agent talks to a customer or is in dead state (DEAD + CUSTOMER).
• Dispo :- Time the agent uses at the disposition screen (where the agent picks NI, SALE etc).
• Pause :- Time the agent is in pause mode (LOGIN + LAGGED + …).
• Dead :- Time the agent is in a call after the customer has hung up.
• Customer :- Time the agent is in a live call with a customer.
• Connected :- Time the agent is waiting for a live call plus time in a live call with a customer.

Agent Status Detail

• The Agents Status Summary Detail view displays real-time information about an agent’s statuses, including the length of time the agent stays in each status.
• Data in the columns updates when the agent leaves a status.
• This view updates automatically.

Agent Performance Detail

• View detailed performance metrics for an agent or a group of agents, including a summary row of data for the dates displayed.
• This view updates automatically except when you use filters from the Filters pane.

Team Performance Detail

• See everything in one place so you can effortlessly manage your team, projects, clients and freelancers.
• Get all the advanced features you need from time tracking to budgeting to resource allocation — to run effectively.
• Grow when you’re ready by seamlessly adding CRM, Desk, Chat, or Spaces to your PM set-up.

Performance Comparison Report

• We Provide Report on historical or real-time call center performance metrics.
• We access all the data through highly visual dashboards.

Single Agent Daily-Time

• We provide workforce management functions such as scheduling team assignments, and areas of expertise.
• We Provide reporting of Daily time-spent of a Particular Agent.

Not Enough Data Available

• We Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history and, Agent Performance Analytics.
• Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary.

User Group Login Report

• This feature shows the number of unique Users logged in for a single day rather than the number of times a User logged in per day.
• You can also add a filter to this report to restrict the data to a single User per day.

User Group Hourly Report

This report contains two sections

– A header section that provides report ending time and trunk group administrative information

– A data section that provides the measurement data for 24 hours

User Stats

• We Provide unique reports for all the users.
• You can compare agent performance by queue, to accurately keep track of productivity and call handling percentages, together with call times and number of calls answered.
• A simple and effective report to quickly gauge your best performing agents.

User Timesheet

• This feature provides a Timesheet for all the agents.
• The Timesheet feature is powerful, yet easy to use with functions like time reporting and expense tracking.

Call forwarding is one of the most important features which ensures that users never miss a phone call.

Call forwarding lets a user send calls to:

1.another extension

2.ring group or voicemail.

Calls can also be forward to a phone not on the system such as a mobile phone.

A user can easily turn call forwarding on and off –or, it can be done automatically.

Thanks to VoIP services by Kingasterisk Technologies, it’s now possible to expand your business internationally without facing crippling international toll charges.

Let’s Learn about types of Call Forwarding and how its setup.

Different Types of Call Forwarding

Unconditional Forwarding

This is the most basic kind of call forwarding. Its job is to only do one thing: forward the call to the predetermined destination.

As the most common form of call forwarding, this straight forward redirection is found in traditional phone systems and VoIP systems.

But don’t limit yourself to only using it at an individual level! It can also be used to consolidate multiple numbers to be routed to a single line.

Call Cascading

Call cascading combines the use of unconditional forwarding with a sequential forwarding rule.

You can set the final stop to either be a voicemail (if you still use them) or simply the end of the call.

This establishes an order of priority and hierarchy of who should answer calls first. Maybe a manager of your customer service team can be the final backup to forward calls so that you don’t miss a single customer.

Circular Hunting

Circular hunting is like call cascading but with the end of the line routing back to the first person in the sequence. Hence the term, ‘circular’. 

We recommend using circular hunting with rules like ring time so that your customers don’t have to wait forever.

Group Call Forwarding

A call group is a consolidated list of numbers. Group call forwarding forwards the call to all members in the call group, with either a simultaneous ring or cascading ring.

It’s great to ensure that someone will attend to the caller. But maybe it’s not so great from a workflow standpoint, as it can be disruptive to a person in the call group who just finished a call, but may now be forced to pick up a new incoming call if everyone else is busy.

Consider instead, more complex types of call forwarding, such as…

Hunt groups

Similarly, you set up a call group to forward calls to. Instead of calling everyone at the same time, the VoIP system operates on a smart distribution. You can set your preferred criteria and let the software algorithm determine the best person to forward the call to.

One popular smart distribution criteria would be who is most idle. Whoever on the call group that has been inactive the longest will be considered most idle, and the next incoming call would be routed to them.

Call Screening

With call screening, you can view incoming caller details while they are still ringing. Derive even more complex information about the caller by integrating your VoIP software with your CRM tool.

Then, you can either choose to accept, reject, or select another number to forward this call to.

As this type of call forwarding gives autonomy to freely choose to pick up the call or not, it may be more suitable for frontline managers to choose who to route calls to.

It is also suitable for personal assistants and receptionists.

Keep in mind, you can always deploy more than one type of call forwarding in your organization. 

For example, you can use call cascading at an individual level, and hunt groups at a departmental level. It really depends on the kind of department, best practices, size, and workflows in your organization.

Once again, select call forwarding rules and types that fits your needs best.

How to Set up Call Forwarding

The best part about VoIP call Handling by Kingasterisk Technologies is that while it may look complex, the feature is easy to set up and use. 

You can enable or disable it remotely, change settings on the fly and even access your dashboard while traveling. 

You can restrict overall control to only administrators while allowing users to change personal settings. 

With a VoIP phone system, you’re always in control. Activate call Handling whenever you want within the online dashboard.

1.Sign in to the King Asterisk Voice Portal.

2.Click on Features located at the top of the screen.

3.Scroll down to the Forwarding section.

From here, adjust your call forwarding options.

Conclusion

Make sure to make full use of your VoIP software provided by Kingasterisk Technologies and set up your call forwarding rules and types.

We provide the best services with a 24/7 support team for your any kind of help.

With the wide array of recent technological advancements, call centers can use a variety of sophisticated call-related software to maximize agent productivity and enhance customer experiences.

One such tool is the Progressive dialer. It is use to help call center agents save considerable time and effort when making calls.

Progressive Dialing covers the “middle ground” between manual dialing, and the more advanced Predictive Dialer solutions.

What is a Progressive Dialer?

Progressive dialing is an automated dialing technique. It presents contact information to the call center agent prior to dialing the phone number. The agent is given a specific amount of time to perform this review prior to the dialer automatically placing the call. 

A progressive dialer provided by Kingasterisk Technologies is the software that works through a pre-prepared list of numbers. 

The display presents agents with important customer information that’s relevant to each number before it is dial. A call is only initiate once the agent indicates they have finished reading the pre-call information.

There are measures in place to ensure that calls which go straight to voicemail disconnect immediately, and those that ring continually disconnect after a set amount of time. As a result, the call center can reduce monotonous tasks, which helps boost efficiency and costs.

The automated nature of this technology makes it ideal for businesses involved with telemarketing. Because progressive dialers make calls one after another, utilizing the availability of agents to initiate the calls.

What is the Purpose of a Progressive Dialer?

• When call centers employ the use of progressive dialers, agents can save considerable time. They don’t have to manually look for and then dial customer numbers for outbound calls.
• A Progressive Dialer also ensures that an agent is available immediately to speak to the customer as soon as they pick up the phone.
• By minimizing silent calls, you’re better position to nurture more leads and improve agent output.
• Progressive dialer allows agents to review customer information before automatically placing the call as well. So, you can also enhance the customer experience through more personalized interactions.
• A progressive dialer leverages auto dialer software to help call center agents maintain a consistent pace of dialing.

Progressive Dialers are use in any vertical, for customer service, sales, telemarketing, collections and any other environment. Which requires making outbound calls from a list.

This auto dialer system is widely used in outbound call centers.

Rather than manually selecting a customer, input their number, and initiate the call, an auto dialer automatically presents agents with the next customer in a company’s list.

Typically, the call to this next customer will automatically be initiate after a set period of time.

Progressive dialing is a common use of call center automation that can increase agent productivity and efficiency by shortening the amount of time between calls, as well as the amount of repetitive, manual input required to dial customers.

The major distinction that sets progressive dialers apart from predictive dialers is that the progressive dialing system waits for an agent to complete their current call before dialing the next number.

Besides, it dials only one number per each available contact center agent. Example, if there are 10 available agents, the dialer places 10 calls.

With the progressive dialing mode, the system analyzes the calling statistics such as the rate of connection and the abandonment rate to determine the pace of dialing.

How Does a Progressive Dialer Work?

Progressive dialer software dials customer phone numbers at a ratio of one call per agent. That means that each time an agent finishes a call, the next lead will be automatically dial.

Most progressive dialers allow managers to customize the length and nature of this interval between calls. Calls can be initiate by agents with a manual click or completed automatically after a predetermined amount of time.

In either case, progressive dialing gives agents time to review each customer record before dialing. 
This software provided by Kingasterisk Technologies dials phone numbers from the database. It connects agents to calls only when there is a live contact on the line bypassing busy lines, answering machines and unresponsive numbers.

Uses of Progressive Dialer:

• Above and beyond time-saving, our Progressive Dialer software also ensures that an agent is available immediately to speak to the customer as soon as they pick up the phone.
• A progressive dialer is particularly useful for targeted outbound campaigns such as welcome calls and follow-ups.
• By minimizing silent calls, you’re better position to nurture more leads and improve agent output.
• Since a progressive dialer allows agents to review customer information before automatically placing the call as well. You can also enhance the customer experience through more personalized interactions.

Agents can review customer information and prepare themselves for the call accordingly before the number is dial.

While some large call centers use predictive dialers, progressive dialers can provide a greater sense of control, as they require a lower level of automation. 

They only ever dial one number at a time as well. So, you don’t need to worry about recurring agent availability mishaps.

Progressive dialers can be use in a variety of industries for a range of purposes. Such as, outbound sales, telemarketing, collections, customer service follow-up calls, etc. 

The dialing rate of a progressive dialer is lower than that of a predictive dialer. So, it is considered as less efficient dialing mode. It is not recommended to use in cases when agents need to make outbound calls over hundreds or thousands of contacts.

Benefits of Progressive Dialer:

Increased Agent Efficiency

Progressive dialers dial numbers automatically and filter out busy lines, answering machines and disconnected numbers. As a result, agents don’t have to waste time on manual dialing and failed calls.

Fewer Hang-ups

As progressive dialers ensure agent availability (there’s always an available agent ready to handle the call, once it’s connected), it reduces wait times and results in fewer dropped calls in comparison to predictive dialers.

Better Goal Conversion

Reduced call abandonment means improved call connection ratio and higher agent talk time that may lead to increased goal conversion rates (sales, collections, etc.) and better customer satisfaction.

Lower Call Abandonment 

Because progressive dialers only dial one number at a time, which reduces the risk of agent availability issues.

Greater Customer Engagement

Because agents have useful customer insights before any interactions, which helps to guide the conversations.

Better Lead Conversion

Thanks to the agents’ ability to deliver highly personalized experiences that turn more prospects into paying customers.

Comprehensive real-time reporting including volume of calls and access to call recordings, which enables leadership to track performance and initiate improvements.

Connect to more customers and prospects.

Conclusion

Automated outbound calling on a daily basis can be stressful in the long-term but the right software will relieve some of the pressure.

A progressive dialer by Kingasterisk Technologies  helps increase agent productivity and reduce call abandonment while improving customer engagement and boosting conversions for your call center.

This means that progressive dialing is a very customer friendly approach.

The dialer ensures that an agent is available immediately to handle the interaction as soon as the customer picks up the phone. Therefore, abandoned calls are not likely. 

Increase connection efficiencies by optimizing every second of your agent’s talk time. Kingasterisk Technologies progressive call dialer prioritizes the pace in which your campaign or database is dialed by agent availability and recent abandonment rates.

With this call center software feature, your agents are only connected to calls where there is a live contact on the line, not an answering machine, disconnected number, or busy signal.