Nowadays, clients want everything to be perfect and they expect the best service from the agent and the company. Hence, to accomplish these companies are using various software which helps in achieving all the results with the limited need of effort.
Zendesk is help desk software that is being used by call centers and BPO which provide a great client experience by gathering the needed information from the client and helps in providing productive outcomes.
It includes the following top features –

1. Help desk –
   (a) Real-time updates- help in viewing the activities occurring at a given time which increases productivity and work.
   (b) Agent collaboration- agents are connected through software that helps in raising the problem easily and finding its solution.
   (c) Help desk automation- tasks that are common among agents are collectively performed to save time for better working.
   (d) Macros- regularly noticed problem can be responded through generalized solutions.
   (e) Request forms and ticket fields – it helps the client to get more personalized information.
2. Ticketing system –
   (a) Multi-channel-it can be found on all platforms like chat, phone, SMS, etc.
   (b) Multilingual – software is available in 40 different languages for better utilization in various fields.
   (c) Workflows- all the information, problems, and solutions are gathered in workflows so that they can be used as a reference in the future.
   (d) Centralized hub- hub contains all the information together for carrying out any search or accessing any data.
   (e) Audit trail- keeps the record of all the conversations for future purposes.
3. Self-service portal-
   (a) Knowledge base- include all the gathered information regarding changes that happened over time, drafts being saved while editing documents, and creating an easy way of working.
   (b) Help center- create well developed and planned system for access at any time for any help.
   (c) Community portal- where clients can check the progress of the issue being raised by them.
   (d) Community forums- include feedback forms from the client.
4. Insights and analytics-
   (a) Customer analytics- help in understanding the way client is using your support, website and how it can be improved.
   (b) Performance measurement- helps in checking the performance of various agents on daily basis.
   (c) Prescriptive dashboards- help in understanding things useful for the client.
   (d) Customization- allow the easy formulation of results and outcomes.
5. IT help desk- it also contains a feature which helps in resolving problems faced by agents and providing better services.
   Hence, zendesk can be used for multiple purposes from saving time, money, tacking difficult modules to satisfying the client which all turns out to be beneficial for companies because of its multiple features it's demand is increasing among call center software.

The software helps to form a link between the agent and the client, contains different features for supporting, and provides an easy way of working. The software provides help to small companies as well as people without offices along with big companies to provide services to the client.

Important call center software features-

1. IVR – interactive voice resonance includes information for an incoming call, the time required for waiting, or the menu.
2. Skill-based call routing – including automatically directing the call to an available agent.
3. Voicemail or external routing- sometimes, when the agent is not present, the software should be able to provide voicemail or some other agent.
4. Omni-channel support- it not only includes responding to calls but also replying to queries on websites, social media, etc.
5. CRM integration- customer relationship management, should be incorporated in the software as it is also necessary for better results.
6. Cloud-based calling- software should be such that the agent can work from anywhere.
7. Outbound campaign management- it can be performed by features such as click-to-call and automatically dial as provided by various software.
8. Reporting and analytics- some software contains NLP (natural language processing) which helps to formulate texts.
9. Call recording- it is necessary for future reference.
10. Supervisor tools- it should be there to encourage agents and provide help.

Various call center software are –

1. Nextiva- it is easy to use software that can make you connect with more clients in less time. It contains IVR, automatic call routing, and call queuing.
2. Ring central contact center- flexible cloud-based software helpful for office and mobile users, has a ring-out feature which is one-touch dialing.
3. Cloudtalk- provides an agent with unique features, inbound calls are transferred to an agent who can solve problems and also offers personalized voicemails.
4. Freshcaller- phone system which makes it easy to carry out international business on the phone as it has an interactive voice response system.
5. Hubspot- powerful and easy-to-use software, has advanced automation tools and insightful reporting for improving client service.
6. Five9- include managing tools, predict dial and CTI screen pops for helping the agent.
7. Air call-cloud-based software has IVR, calling, live call monitoring, and call whispering.
8. Zendesk talk- software for business for all types, has ticket creation feature useful for the agent.
9. Talkdesk- useful for large companies to carry work at fast speed, includes security features and delivers good customer service.

These are the top software available in the market which includes different features for easy carry out the functioning of the company and based on the need and client criteria, the software can be selected so that it can turn beneficial to both agent and client.

It is a support service associated with information technology. It is concerned with providing support to the people who are in trouble regarding a particular operation. That operation can be related to any subject or any product or service in particular. The help desk includes software assistance to provide timely service.
Various companies and large organization build their help desk. Major to minor inconvenience seen in the operations can be reported here. The software uses for faster service results includes tools like calling, emails, texts, screening, etc.

Most common help desk BPO
There are various help desk sourcing that is possible. Organizations can create personal help desks that are physical. Or they can be done virtually as well. The most common type of help desk is call centers.
Here, large networking software is used to connect with the clients. The people share their issues here with certain responders. These responders are people trained and oriented with the company work. They understand the working mechanism as well as policies of the company to a certain extent. They provide help through the phone or in some other virtual ways.
These responders are also referred to as call representatives. Issues related to technicality, shipping, transactions, monitoring, etc. are considered by them.

Features of a help desk
A help desk comprises various traits to make it right. Let's discuss all the following characteristics of a help desk here.
• First, the help desk works as a single point of contact. It is applicable for internal as well as external employees. This signifies that even if the organization holds various products and services, people can still contact the help desk for all of them. They are not required to find specific sites for every requirement in particular.
• Next is ticket management. The help desk works as a ticket converter for every complaint issued by the clients. The help desk uses intensive converting software for this purpose. The conversations of the customer along with other details of the registration are also extracted during this process.
• After ticket conversion, we head towards ticket escalations. This means when the call representatives fail to solve an issue of the client then they transfer the ticket to higher-ups.
• The help desk also plays an important role in handling internal issues. This can also cater to a specific need like an internal help desk.

Experiencing a loss and filing an insurance claim is more tedious than claimed. In general, the claim process is nowhere a breeze and is a scary subject for many of the people. Additionally, the financial woes due to the loss situation are accompanied by the strong emotions. Notably, the life insurance loss scenario is far more delicate, and many times the beneficiary is not only in emotional shock but is also unaware about insurance coverage. In some situations, beneficiaries face several limitations in filing the insurance claim while some other beneficiaries need the claim amount on priority due to financial constraints.

All these are genuine real-life situations requiring special attention from insurance.
Customized BPM solutions for the insurance industry-
The needs of every industry vary, and a one-size solution can never fit everyon’s practical requirements. However the most desired yet unmet needs of insurance customers must be satisfied, especially when they are at the fulcrum of the business proposition. In this context, we will pick the top two unmet needs in the claims area and provide practical solutions towards meeting them.

Industry challenge 1 – The beneficiary of the insurance coverage is unknown
This is a significant problem, especially in life insurance. Many times, the insured dies and the beneficiary is not even aware about the life insurance coverage and the insurance policy lapse. Another scenario is, the insurer failing to locate the beneficiary after the death of the insured. Due to this, a lot of money lies unclaimed with state insurance department. In either cases the beneficiary is deprived of the claim amount, which was the sole purpose for buying the insurance coverage.
Solution 1 – Automatic survival verification and notification to the beneficiary with the help of BPM
The insurer should initiate periodic survival verification through BPM, based on triggers such as non-payment of premiums. In case of single premium policies or paid-up policies, there should be an annual verification of the insured on an opt in basis. Indirectly, this will help the insurer to establish a better connection with the insured. In situations where survival verification fails, the insurer should proactively reach out to beneficiaries and assist them in filing the claim. Many insurers are already doing this, however the stress here is to improve existing structures and minimize ongoing leakages. To this end, we suggest better loss tracking, beneficiary management, automatic and frequent life status recording, and notification to beneficiaries. A beneficiary verification key with which beneficiaries will be able to authenticate themselves seamlessly with the insurer can further help in streamlining the process.

Industry challenge 2 – Assistance is required during the claim process
Even the most straightforward claims process may hold complexities for some groups of people due to a variety of reasons such as age, location, time, or other priorities. As an example, an artificial intelligence enabled online claims process may be extremely complicated for an older person not familiar with computer, mobile, and internet technologies. In all these cases, there should be end to end help available to the beneficiaries throughout the journey of claims submission and processing.
Solution 2 – Support from a third party throughout the claim process with BPM
If a beneficiary needs help with filing a claim and associated activities including collecting documents, providing required inputs, and interaction with the insurer, insurers should provide a framework for a third party BPM to represent the beneficiary. The third party can help in completing all claims related responsibilities of the beneficiary. Moreover, the insurer can charge the policy holder additionally for this optional feature.

First lets understand what is live transfer. A live transfer is the process of handing off a live call between a lead and a call center rep to a call buyer who then takes over the call to speak with the lead. Typically the call center rep either receives an inbound call or places an outbound call to connect with a lead. The call center rep then collects additional information about the lead before dialing out to potential call buyers. Once a buyer picks up, the rep introduces the lead and the call buyer before dropping off the line. Finally, the call buyer then receives the full lead details that were collected by the call center rep in the form of a data lead. Insurance industry consider live transfers to sale insurance, qualify leads and to increase overall sales.

Lead generation in insurance sector with live call transfers -

When marketers think about lead generation, chances are they are thinking about customer acquisition tools like web forms, surveys, social media appeals, and the gamut of other online lead generation tools that have saturated the market over the last several years. While there is no doubt that these tools can be successful in increasing your customer base and boosting your sales program, it is important for marketers to know that online leads are not their only options when it comes to entering into the lead generation space.

Live call transfer leads are a type of lead generation where calls are directed to your insurance sales agents in real-time. This is how it works: Insurance leads are qualified through a number of means (including online), then call centre staff call these leads to begin the conversation and further qualify the prospects. Finally, once the prospect has confirmed their interest, they are transferred directly to your sales staff in real-time to continue that conversation and capitalize on their previously established interest.

In short, when you run a live transfer leads campaign, your sales team can experience an influx of inbound calls consisting of people who are qualified, interested, and have already begun the conversation.

Now when it comes to live transfers, there are 3 significant reasons why insurance companies should run these campaigns through a professional contact center

1. They are immediate

One of the golden rules of online lead generation is to capitalize on your leads while they are “hot”. This can be difficult because if you do not have the right balance of leads coming in and sales agents to manage those leads, the downtime between acquisition and follow-up will be significant. Live call transfer leads take this component out of the equation, as leads are transferred immediately to your sales team during business hours for them to convert into instant sales.

2. Guaranteed interest

It goes without saying that qualified leads will have an interest in learning more about your product or service. What is important to recognize, however, is that these leads will be in the right frame of mind when they connect with your sales team and be ready and open to discussing how your organization can help them to address their needs.

3. Leads are pre-qualified

Qualifying leads is so important to the lead generation process. Not only will it save your sales team from having to filter through individuals who do not qualify for your particular offering, but it will also help you build a stronger list of potential prospects.

While web forms, surveys, and social media campaigns are all great ways to qualify leads in an increasingly digital age, no method will allow prospects to be more thoroughly qualified than a conversation with that individual about their background, their needs, and their level of interest in your product or service. Using live call transfer lead generation can increase the likelihood that the leads coming through to you are of the highest quality.

The banking industry has gone through some very rough years, starting back as early as 2007, and it will continue to encounter considerable uphill battles over the unforeseeable future. Many of its challenges resulted from banks’ own actions, regulatory gaps and market pressures, and they were then perpetuated by other world events. Regardless of the drivers, banking will never be what it once was – and that’s not necessarily a bad thing. The bottom line is that the banking industry will evolve in a dramatically different manner.

Those banks that survived and are in the recovery phase will be taking time to evaluate their market positioning, customer segmentation models, product mixes and risk models for each of their businesses. Banking executives are looking for new ideas from their business leaders, analysts, employees and business partners. Senior level leaders who have historically not been open to talking about their challenges and goals are now becoming much more approachable. They are willing to share insights and strategy with those who can help them move their companies back into success positions.

Major banking BPO services mix

Services outsourced in the banking industry mainly cater to the segments like retail banking, mortgages, brokerage, cards and payments, asset management and research and analytics. These functions comprise the core solutions of any bank. Focus on these services will improve a bank’s customer service, hasten the speed to market time and improve its core banking product capabilities.

Five main categories of outsourced core banking solutions:

1. Retail Banking – This forms the bulk of the core banking services with a high involvement of customer interaction. Popular services include customer acquisition, bill payment, contact center services and account management. The recent financial crisis has brought in a high demand for regulatory control and management services. Risk management services help address strategic issues such as loss forecasting, Basel II readiness, riskbased capital allocation and pricing
2. Mortgages – The post-economic crisis business environment has significantly changed the mortgage business with the focus on revenue generation while adhering to all governmental regulations. Key services within this domain include origination and closure, and more recently, reverse mortgages. The recent increase in housing demand has driven intensified importance of mortgage-related services such as underwriting
3. Cards and Payments – Cards have now become the primary payment instrument globally. This has resulted in increased complexity for card businesses. The associated services deal with handling customer card enquires and promotions. Market saturation has resulted in a high degree of cross-selling, while maintaining focus on issues including data security, customer privacy and transaction speed
4. Asset Management – Banks that handle asset finance operate in a high-growth, high-risk operating environment with significant pressure on interest rate spreads. Services such as fund accounting and capital expenditure are increasingly outsourced to increase the flexibility of and improve customer satisfaction for these financial institutions
5. Brokerage – Brokerage services such as account setup, maintenance and advisor support, along with portfolio administration, are outsourced to help banks create better customer solutions and realize optimal operating models