Banking sector in India has come a long way from being monopolistic to a highly competitive one post liberalization in 1991. The increased competition led to banks increasing their customer service efforts by providing dedicated relationship managers and employing cutting edge technology in form of online and phone banking. Moving a step further, banks today have integrated different cloud telephony solutions such as missed call services to provide real time services. In contrast to its name missed call services have been put to use to ensure that there are no missed opportunities.

Generate Customized Response

Missed call service is designed to generate an instant automated response. On receiving a missed call on a dedicated number, the caller can be sent desired response via SMS or voice call or even an e-mail.  The response can be optimally customized and altered to meet the requirements of the bank. Banks can run multiple campaigns one after the other on a single number. For instance, during certain festive season if the bank has launched a new auto finance scheme, it can ask customers to give a missed call to get more information about it. Once that scheme is over, the number can be used to promote another scheme by altering the customized response.

Banks can provide standard services like balance enquiry, list of last few transactions or verification of number for mobile banking with separate dedicated extensions for each service.

A Win-Win Situation

Using missed call services results in a win-win situation for both the banks and its customers. Account holders today can literally bank on a missed call for availing basic services at no cost and saving them the trouble of visiting banks for every small task. On the other hand the reduction in need to personally attend to customers’ routine banking requirements, allows the bank to use their resources for other important tasks, resulting in time and cost savings. The service can handle multiple missed calls and can be kept active even during non-banking hours. So there’s zero wait time for customers and provision for ensuring them round the clock service from bank.

Get Add-on Benefits

Services like DialnDisconnect by Big V Telecom, the first Tata Elxsi incubate company; provide benefits that make it more than just a missed call service. It allows you to generate a reliable database of customers that can be used to generate positive leads. Moreover, DialnDisconnect also provides data analytics on response sought. This data can be accessed from anywhere by the authorized person through web interface. Missed call services also help to measure what promotion campaigns are working best for the banks through quantification of missed calls received and response generated for each one.

Since the missed call service is cloud hosted, it does not require any infrastructure or manpower investment and can be installed is short span of time. Due to this cost effectiveness and multi-functionality today many large as well as small banks are adopting it and bringing about a major change in its core functioning.

Over 90% of decision makers agree that growth of a company is directly proportional to the quality of customer support provided. It is also a major factor that determines company’s goodwill. A 2014 Global Customer Service Barometer says that over 74% of customers spend more on a brand as they have received good customer service. Now that’s a number no business can ignore!

Building a Reliable Contact Center

For quick resolution of their problems, majority of customers prefer to have one-on-one assistance over the phone from any company. It is therefore important to build, manage and track a reliable contact center that will be the backbone of your customer service efforts. As traditional, manually handled business phone systems fail to meet the needs of dynamic customer support, more and more businesses are migrating to cloud telephony services to build their own virtual contact centers.

Ensure Real-time Customer Support

A virtual call center can provide real-time customer support with customer-centric automated features. With multiple call-handling facility and auto response mechanism provided by cloud telephony solutions, your customers will not have to wait to be attended. Cloud telephony also helps you provide pro-active customer support for any calls received post working hours too, through missed call notifications.

Cloud telephony service providers in India like Big V Telecom through their product YOCC also offer features like multiple language options and connecting repeat callers to the same agent to help you provide personalized services to customers. This increases customer satisfaction and helps boosts customer loyalty.

Optimize Customer Service Quality at Affordable Costs

According to 2012 Global Customer Service Barometer, customers are twice as likely to share their bad customer support incident as against a positive one. With YOCC’s call recording facility you can optimize customer service quality, eliminating any chances of poor customer care. Through their web and app interface you can retrieve voice logs for all or any calls between your customers and agents to keep a track of their customer service abilities and train them accordingly.

With customized virtual call center solutions you can choose features to suit your requirements and pay accordingly. Additionally you do not need to incur any infrastructure or manpower deployment cost, making your virtual contact center a value for money proposition to create a strong customer support system.

The Government and the youth of India are all geared up for digital revolution. With up gradation of digital infrastructure promising better e-connectivity, today technology is becoming an integral part of every business. The backbone of this technical integration is largely being led by the cloud technology. According to projections by International Data Corp. (IDC), the cloud sector will be valued at over $3.5 billion by year 2016.

One of the most easily accessible and affordable application of cloud technology is cloud telephony.  No matter how small or large your business is, you can be a part of Digital India by using cloud telephony services. Whether you are start-up with no office space or a large company with presence at multiple locations, cloud telephony can help you better manage your professional commitments and contribute in your own little way towards the making of a Digital India.

Increase Ease of Doing Business with Cloud Telephony

With cloud telephony, you can set up an automated virtual call center and ensure your clients experience ease of doing business with you. Products like YOCC by one of the innovative cloud telephony providers in India, Big V Telecom can easily connect your geographically distributed departments and employees on a single virtual cloud hosted number. You will not have to invest in any infrastructure setup or any additional manpower recruitment. In fact you can do away with traditional business phone systems that demand continuous monitoring and frequent maintenance.

As India successfully marches towards realizing the dream of a Digital India, the Make in India efforts are also getting a boost. With more and more companies setting up their facilities in India, there is going to be rise in opportunities for businesses already operating in India too. You can tap on these opportunities by reaching out to prospective clients through channels that work best for you. You can customize your virtual call center solutions to monitor ROI on various channels by quantifying advertisement leads from them.

You can ensure customized receiving and routing of calls to enable smart call transfer, multiple call handling, send SMS, voice or e-mail notifications to clients as well as employees and avail call log analytics for informed decision making. This will enable you to provide quick response service to clients and ensure customer satisfaction even when you are away from your work station. You can connect to your virtual contact center for any information through mobile application and web interface.

Virtual call center solutions like YOCC also offer some intelligent cloud telephony features such as identifying caller patterns, data mining and data analytic and can help your business reap complete advantage of the rising digital wave in India.

Since the last few years India has been experiencing unprecedented growth in the healthcare sector with medical tourism on rise. A multi-billion dollar industry, healthcare sector is seeing a year on year increase of around 13%. This is owing to cost effective and high quality treatments provided by leading multi specialty hospitals and increasing awareness about alternative treatments like Ayurveda, Acupuncture, Yoga, etc.

Increasing integration of virtual call center in healthcare sector in India has also given this a major boost. It is redefining the way large hospitals function today. This can be attributed to the fact that there is no additional infrastructure or man power costs involved in moving the business communication system to cloud telephony.

Customizable virtual call center solutions like YOCC by Big V Telecom, the first Tata Elxsi incubated company, make cloud telephony more accessible and affordable for hospitals. With customized automated receiving and routing of calls and multiple call handling, hospitals can ensure they do not miss any calls and provide round the clock support to the patients.

Cloud telephony is much more than a system used to streamline day to day operations. It is also an active management tool. With increasing opportunities comes increased competition. To give the healthcare providers a cutting edge over their competition, a virtual call center such as YOCC can provide a unique advantage of advertisement quantification. It can aid well informed decision making for the management on marketing strategy front by quantifying ROI from different channels.

And all this can be done with just one unique number!!!

A single cloud hosted number and multiple extensions can ensure optimum co-ordination between multiple departments and patients and act as a one point virtual contact center.

Adopt Complete Automation for Enhanced Patient Care

Where there are numerous resident and visiting doctors involved, scheduling appointments can be an extensive task. This can be taken care of with automated virtual call center services. It will allow a patient to easily and automatically schedule appointments, without any manual interaction.

Multi specialty hospitals see inflow of hundreds of new patients every day. With specially customized virtual call center solutions for hospitals they can still maintain high service standards. Hospitals can make the patients feel cared for by sending them reminder about scheduling appointments for regular or follow up check-ups or upcoming vaccinations in case of children. This ensures that hospitals can retain their patients by building goodwill among them. This will even prompt them to refer other patients, providing increased business opportunities.

Virtual call center can also help the hospital to send instant alerts to patients and enhance service quality. Alerts could be about status or reminder of their appointments or real time intimation about arrival of test reports. Hospital can even send voice or SMS alerts to doctors in case of emergencies.

With YOCC’s virtual contact center solutions, hospitals can avail many additional benefits like multi language support, live call monitoring and real time database updates. It can be seamlessly synced with patient database too. Additionally it is easily scalable to add more staff, to accommodate rapidly expanding business. Management can ensure quality control and maintenance of high service standards by monitoring robust call log analytics.  The required data can be remotely accessed by the management from anywhere by way of mobile app and web interface.

The accessibility of cloud telephony is not just limited to large scale healthcare providers. Even small and mid size clinics, pathology labs and individual healthcare professionals can avail benefits of customized and affordable cloud communication services. A healthcare center pays only for the facilities it requires and yet portrays itself as a professionally managed one.

Virtual call center services can definitely provide a boost to any business. Thus to better equip themselves, more and more private as well as public players in the healthcare industry are taking help of advanced technology like cloud telephony for 360^o integration of various business facets.

Virtual call centers are fast replacing the traditional business phone lines. Moving on to virtual business telecommunication is becoming the most likely and easy choice for business as it is easy to implement and highly cost-effective.  Here are 5 reasons to move your business onto cloud telephony.

1. Increases Ease of Doing Business

Your business might be spread across different locations and managing multiple phone lines can be complex. With cloud telephony you can have all your employees across each business location connected on a single virtual number with multiple extensions.

Since there is no infrastructure setup involved, your office can be with you wherever you are.  This makes it easy for you to conduct and keep track of your business from any remote location through web interface. Big V Telecom one of the leading cloud telephony providers in India is the only one that also provides access through mobile apps for its virtual call center solution – YOCC.

Another feature that increases ease of doing business for your customers and vendors is YOCC’s sticky agent feature. With this you can choose to route a particular number to the same representative every time, cutting down the long call channel.

2. Facilitates Quantification of Advertisements

Marketing expenses make up for a considerable percentage of the company’s revenues. Many a times, there is no concrete justification of these expenses, except for some third party general statistics. A high end virtual call center like YOCC provides real-time quantification of leads generated from various marketing campaigns. You can run numerous campaigns simultaneously on different virtual numbers or run them one after the other on a single number and quantify the calls received for each campaign.  Having reliable in house ROI data enables you to make informed decisions with regards to fund allocation to various marketing channels.

3. Increases Flexibility

Cloud telephony solutions are highly customizable and easily scalable and therefore add to flexibility in doing business. You can easily include more locations and staff to your virtual call center in a day’s time at minimal cost. Even if you need to relocate your office, there will be no interruption in business continuity. There will be zero downtime and infrastructure relocation costs for your phone systems, as they are hosted on the cloud and not dependent on location.

With easily customizable and automated call routing you can choose and even change anytime, the pattern in which you want to route calls amongst your agents. You can also have customized multi-language options for your callers.

4. Provides insightful call data for quality management

YOCC can provide insightful call data that can help you analyze aspects like the time frame when most calls are received, average response time and call duration as well as agent specific call data for quality management.

It even allows you to have every call on the virtual contact center on the record. Voice logs for all the calls received are stored and can be retrieved from the web interface. These recordings can be used for training agents and ensuring high standards of customer service.

It also provides an auto generated customer database that can be readily used for quality lead generation.

5. Optimizes Business Communication

Multiple call handling and auto response features of virtual call center ensure that there is minimal wait time for callers and zero missed calls for your business. It also helps you keep clients informed with the help of unified notification system. Whether it’s about order status, appointment confirmation or grievance handling, you can send real-time updates via SMS, e-mail or voice calls.

Apart from this you can also optimize business communication with the help of smart call transfer. This option enables you to transfer calls to any desired number across the globe. Additionally, virtual call center systems have a high uptime and enable seamless communication even in worst case scenarios.

The hotel business is particularly unique. It is one of the few industries, which draws revenue by providing on-premise customer experience. However, more and more hotel business chains and entrepreneurs are beginning to realize a core phenomenon that was ignored for long – Customer experience begins the moment they call a business!

This realization has been driving several new as well as traditional hotels to rethink their customer satisfaction approach and redo how they treat customers on call with cutting edge virtual call centers.

Since a decade ago, cloud telephony had taken its roots in the Indian market and has been rapidly penetrating nearly all sectors. However, the hotel and other hospitality businesses had hesitated in their adoption.

Now with innovative and affordable virtual call center solutions available, more and more hotel businesses are lining up to move their phone systems to the cloud and take advantage of its business boosting features.

Complete Automation of Reservation!!

In today’s world of remote communication, it usually happens that a guest’s first mode of interaction with the hotel is over phone while enquiring or booking. Virtual call centers can play a pivotal role in enhancing guests experience by reducing response time through automation of booking process. It also makes it easy for guests to book at their convenience and not just during business hours.

Automation of booking systems can be especially advantageous during peak tourist season, when the inbound calls flow is at the highest. Hotels are known to hire additional manpower to manage it. With automated reservation and multiple-call handling through virtual contact centre, hotels no longer need to incur these additional costs or worry about missing any calls.

Enterprising companies like Big V Telecom, the first to be incubated by Tata Elxsi have taken lead in providing customized solutions for virtual call center in India for hotels by way of YOCC –Your Own Contact Centre. It provides a single virtual number that can integrate all the properties of a group of hotels and provide them with a unified business communication system. It can be easily integrated with hotel’s other property management or CRM software.

This will allow them to monitor all the reservations in real –time and determine comprehensive or region wise room inventory at any given point. It also provides them with integrated database that can help them identify guests’ travel behavior.

Quantify ROI on various marketing channels

India today is a promising economic hub as well as an engaging tourist destination and sees equally large number of business and leisure travelers. To woo such characteristically different segment of travelers, hoteliers today need to adopt multipronged marketing strategies. Smart virtual call centre solutions like YOCC can help them manage high costs of marketing by providing quantification of advertisements. With precise data on ROI from various channels, they can wisely allocate funds to the most lucrative ones.

Provide personalized experience with innovative virtual call center

Hotels entertain culturally diverse Indian and intercontinental guests. Providing personalized services to such wide-ranging customer base becomes easy with multi-language support system on the cloud number. Intelligent call tracking can even allow the hotel to set language preferences for frequently visiting guests.

With highly customized call routing and smart call transfer provided by YOCC cloud system, loyal guests can be connected with a dedicated representative for an enriched customer service experience. Additionally it can also be used to send guests instant booking notifications and welcome message on the day of check-in, making them feel valued.

In this way virtual call center services can be intelligently and easily applied to many aspects of hotel industry. This is the right time for the hoteliers to take this next gen technology leap and boost overall growth with enhanced customer experience.

The wedding season in India gets hotter when the weather gets colder. This trend gets trickled down in the form of business opportunities for wedding planners, venue renters, caterers and above all – jewelry stores!

Wedding and festivities are a prime selling time for jewelry stores and chains across India. But as enquiries and calls reach their peak, most of the major outlets remain less than prepared for this massive wave of demand. Stores often tend to take the traditional approach of hiring more man-power to deal with more customers.

However, in this age of technology and high-tech communication, there are several innovative and cost effective ways to deal with this issue and end up making more profits!

Cutting-edge technology for the oldest of all trades

One of the most sought after technology trends these days is the adaptation of cloud based contact centres or commonly known as virtual contact centres or simply virtual numbers.

Unlike traditional PBX systems or any other traditional phone systems, these virtual phone systems are highly mobile, can be used by businesses of any size and segment, requires absolutely zero infrastructure investment and are capable of 100% automated call handling.

One of the prime products in this field is YOCC by Big V Telecom, the first company to be incubated by Tata Elxsi.

A single number for an entire jewelry business

YOCC has been popularized with a single business idea – To allow businesses to “run and grow on a single number”.

This is especially a critical requirement for jewelry chains where they have multiple outlets and work with distributed teams. With YOCC, the one number can be used to connect all their locations, departments or employees.

While for any business losing customer calls can be equivalent to incurring losses, it is especially in the case of jewelry business where a single order can be worth in lakhs. This is more relevant during seasonal sales when orders are usually in bulk.

Automation at its finest!

Being fully automated, cloud telephony products like YOCC are fully capable of handling multiple calls through next-gen IVRS technology and instant alerts in case of any missed calls for quick follow-ups by the business.

Many jewelry store owners depend on dedicated man-power to manage the call desk. While a human touch for inbound calls is often required, it can quickly turn into an inefficient dependency when they are away from their desk. With smart call transfer features in YOCC, it is quite simple to divert calls to any employee, manager or store owner’s mobile or landline – where ever they are available.

Measure your ROI from advertisements

Another critical feature which is unique to Big V Telecom’s YOCC is quantification of advertisements. It is a smart cloud telephony solution that allows businesses to quantify their ROI coming from various advertising platforms to determine the best source of revenue and leads for them.

Jewelry business can heavily capitalize on this feature as they tend to run promotional offers and awareness campaigns all year long!

Furthermore, YOCC allows businesses to upload their promotions, discounts, special seasonal offers or any other message in the welcome note for callers. They can even change and update it as frequently as needed.

As the name suggests – Your Own Contact Centre, this product has created a name for itself in the market by providing unconventional levels of customizability and also introducing the 1^st mobile app in its business.

YOCC is already well established in the SMB sector where most jewelry chains and stores operate in. One of the prime reasons for its success is the budget oriented and feature specific pricing. In other words, jewelry businesses can pick and choose the features they need and get billed only for them.

Are you a startup? An established SMB ? Or a multi-million dollar MNC ? If there is one New Age communication platform that has unambiguously managed to connect and serve businesses of any size and segment, that is cloud telephony.

The past 7 years has seen exponential adaptation and growth of cloud telephony across India. Above all the most significant reason why companies are comfortable in moving their entire phone system to the cloud is mobility and scalability. After all, which business wouldn’t want a futuristic business communication platform which requires no hardware or software purchases, leaves no wired-mess, is fully compatible with their present infrastructure – and all of this at a cost-saving rate? Ofcourse cloud telephony companies have innovated various add-on features to make their flagships unique – such as Big V Telecom’s homegrown Quantification of Advertisement which allows businesses to measure and optimize their marketing channels using simple principles of cloud telephony.

However, despite the growing prospects and seemingly bright future of this market, we at Big V Telecom strongly believe that cloud telephony needs to become even more flexible, that is, they must be able to integrate and blend with other innovative platforms. The technology industry at large is constantly shifting with the rise of new platforms of communications. For instance, the rapid rise of WhatsApp, Social Media and Internet Of Thing (IoT) or M2M communications is drastically changing the way consumers communicate and businesses have begun to take notice.

Here are a few potential upgrades that we at Big V feel are essential features that cloud telephony products must incorporate in no later than 2016:

Voice Analytics: Businesses invest heavily in Market research and business research to understand consumer behavior and are always craving for quantifiable insights through analytics. But more than the data collected, what matters is the manner in which the respondents provide the data. This requires voice analytics. While third party firms have usually dominated this segment where traditional phone systems were used, the growth of cloud telephony provides a unique opportunity to integrate voice analytics to the already extensive call analytics. Products like YOCC are uniquely placed to provide such integrated facilities and open up a new vertical to help businesses understand consumers.

M2M communication: Machine to Machine (M2M) communication or Internet of Things (IoT) is quickly gaining its foothold in the Indian market. They focus on providing control of smart devices and machines using websites and mobile apps. It also includes automated alerts to users on these devices. Cloud telephony products such as Big V’s YOCC (Your Own Contact Centre) can easily tap into this segment and provide automation through phone calls, missed calls and SMS. It can serve as an alternative, as M2M ceases to work when there’s no internet availability. Furthermore, this mode of command will be insulated from rising data tariff charges.

Online messaging integration: While cloud telephony began with only traditional telephonic and messaging communication, it must integrate online platforms for bulk calls, alerts and notifications. These include popular platforms such as WhatsApp and Snapchat, which more and more companies wish to use as part of their mobile marketing strategy.

Digital platform support: Social Media and Online Ads have begun to show dominating signs and glimpses into what will be the future of advertising at large. Digital marketing has grown at almost parallel pace with cloud telephony and we feel they can be exceptional partners. When cloud telephony services provide one-click integration with digital platforms, it would truly become a futuristic communication available in the present. While products like YOCC already provide such facilities which even allow firms to quantify their leads and revenues from online platforms, a click-to-call feature would take it miles ahead.

The author of this blog is the Founder and Director of Big V Telecom – Mr. Keshor Daga.

Meghe Group is one of India’s leading educational institutions with 28 schools and colleges spread across India. They have several specializations in the education sector including medical & pharma, engineering, management studies and several more.

However, with such a massive presence across so many disciplines it is quite common for organizations to experience difficulty in streamlining their communication across all verticals. Meghe Group was no exception and was looking for a partner to resolve and enhance their communication and make it easier for interested candidates, parents, students, staff members, employees and all enquirers to reach across their office lines seamlessly.

At the same time, as an organization dedicated to educational upliftment of students, Meghe Group wanted to get the best solution at minimum cost and least infrastructure.

When our guys from Big V Telecom told them that YOCC requires NO additional infrastructure at all, it was a pleasant surprise to them.

Soon after we integrated their entire communication for 28 locations under just one number. Today anyone calling on the YOCC contact centre of Meghe Group of Institutions can access their entire catalog of information on all educational disciplines whether it is for students, lecturers or employees.

The dean/principle and management can also record personalized voice messages which can be heard at the click on a button from the same contact centre number.

The institute even gets more enquiries as YOCC ensures they don’t miss a single call. Better yet, we even gave them the ability of Hot Call Transfer using which a call can be transferred to any mobile or landline where the employee is available.

And with YOCC mobile app and multi-agent login, the management is always aware of what’s happening from anywhere.

So why are you waiting? Contact us today and enjoy the benefits of seamless cloud based communication from anywhere. Click here to check out our complete list of products, features and how they can benefit your institute or business house!

When we speak about technology, especially big terms like cloud and databases, spas & Salons often end up way down the list of businesses that might adopt them. But it’s not their fault given the sheer expense related to adopting such enterprise grade technology. But what if such a technology was made available at highly affordable prices and deep customization?

But before we come to that – do spas and Salons really need such technology to run efficiently? Aren’t they just small businesses where people come for leisure and to relax?

While these are usually the stereotypes associated to this market, on digging deep we realize that these small businesses also follow the exact same basic model as any big enterprise – They operate, they serve, they make profits and they grow!

Infact such businesses can use all the tools they can get to make customer service a great experience. After all, how many services expect their clients to not just call, but to walk in and spend their money’s worth of time inside their work premises, all the while expecting the best service possible!

Infact, if you are a successful business, you know the phone never stops ringing. At first, when you are an entrepreneur you don’t mind taking the calls yourself. Then when you have to split your time into running your growing business, there’s just isn’t enough time to answer customer calls. So you hire someone and assign them the job of answering calls thinking it’s just a “minor job” to pass on.

It is only later than you realize that your new hire is actually the first point of contact between a potential customer and your business. But you can’t do much about it since you have your plate full and there’s no way to monitor or train your employees. Hiring a call centre to do the job is almost impossible given the bills they share with you at the end of the month.

If only there was a simpler and affordable way to work around it. Good news is – that there is!

For years now Big V Telecom’s flagship product, YOCC has been helping small and medium businesses which includes several spas and salon by providing simple yet inexpensive cloud telephony solutions. It’s not just about having any automated phone system; it’s about owning your own virtual contact centre. Yes, we were pretty serious when we named it YOCC – Your Own Contact Centre!

YOCC is not just easy to get, it’s also easy to install. It requires zero infrastructure investment and all you need to get started is just your phone.

With YOCC you can pamper your clients from before they even walk in – with a comforting customer service experience at the first point of contact when they call. It never lets you miss a customer call and your customers are never kept waiting. With multiple call handling, you can be sure that your customers always get the information they are looking for, and even book an appointment without event speaking to an employee. Our automated appointment booking system is always synced with our web interface so you are updated on any schedule changes. To help you out further, you get notified every time there’s a new booking or changes to your schedule.

And while YOCC is great at ensuring your business does not miss a call, if by any chance an employee is unable to receive it, you get instantly alerted. So even if you miss a call – You don’t miss a single customer.

Want to monitor and train your employees in customer assistance? With YOCC you receive all their call data on your web interface so you can identify the weak links in their service that is costing you customers and help them improve.

And it doesn’t just stop there. With multi-language select, YOCC lets your service your customers in the language on their choice. Because the better they understand your recorded information, less is the requirement of investing in human resources to handle their calls.

There’s also a ton of other features that you will love as a Spa or salon business owner.

So what are you waiting for?

You can email us or fill in the form below or call us or better yet – get a free call from us by clicking on that blue side-bar on the right!