When you choose a specialized agency to provide call center services to your organization, you have several choices. Aside from which agency to go with, you often have the options of inbound call services, outbound services, and those that combine each of these into a single facility. This is known as a blended contact center, and there are many benefits to choosing one of these facilities to handle your business’s calls. Here are just a few of the ways a blended contact center makes a significant difference for companies both large and small:

Outbound calling is a numbers game. The more numbers that your agent style, the more contacts that they will make, the more contacts that they make, the more of your product or service they will sell. However, the goal of outbound calls can be broken down to one simple line of text.

Reach as many qualified buyers as possible.

Call center software providers are often looking for large clients with very complex needs that translate into higher fees. However, the hallmark of a great call center solution is that size does not matter. Finding a solution for a five-person call-center is a lot harder than most people would have you believe. Conventional wisdom holds that small businesses are composed of companies that employ 250 people or less. This means that a business with just five people in the call center would be a micro-business or nano-business. Ordinarily, the only option for call center automation available to these owners of these businesses are low-end, open source solutions. ChaseData set out to provide powerful call center solution for businesses of all sizes.

How do agents get incoming calls? Once upon a time, incoming calls were simply routed to the first available open extension. The agent answering that line had to deal with whatever was on the other end. To accurately directed call required a live receptionist transferring the call to the appropriate agent, or different numbers for different functions within the organization. For instance, there would be one telephone number to reach the billing department, another to reach customer service, and so on through all the departments within the organization. This was not so much a phone tree as a phone jungle. With the advent of touchtone, an elementary IVR was born that allowed the customer to self-direct to the appropriate department – but still fell short in cases where the issue could not be resolved with one interaction.

Many companies around the world rely on the operations of a call center to provide customer service and address questions and concerns that consumers have about their goods or services. Others may utilize call centers to reach out to potential customers to make sales. They all use a fairly straightforward method of operations to create manageable workloads for employees while also providing top-quality service for those who place or receive calls

This is your guide to better understanding call center operations.

Federal regulatory requirements for call centers are a uniform set of rules that govern all call center operations in the 50 states and in American territories. Federal authorities governing call centers are the Federal Trade Commission (FTC) and the Federal Communications Commission (FCC). Let’s look at the Telephone Consumer Protection Act and the Telemarketing Sales Rule - as these two have most immediate impact on call center operations using the publicly switched telephone network.

Striking a balance between adequate staffing and labor costs can be difficult when managing a call center. You don’t want so many agents on-site that you’re paying people to stare at a blank screen for hours, but you also don’t want to be understaffed and force callers to wait for long periods of time, either. The solution to both issues may be found in employing home-based agents to handle overflow calls.

Looking for new call center software? What features should you be searching for – and does your provider have them? Here, we look at some of today’s most in-demand call center software features, all of which can be found right here at Chase Data Solutions.

What are cold transfer calls? How are they used? Do they have a place in the modern practices of call centers? The answer is yes – but the key to making that true is knowing exactly how to execute these calls properly.

In the 21st century, the internet has become the No. 1 place to find out what people are saying about a product or company. Besides Google reviews, there are entire websites dedicated to customers leaving reviews for products they have used. If you’re looking for a service and are unsure of whether it’s worth your money, looking at reviews is the way to go. Predictive dialer reviews are no different — they are the key to seeing what the truth is about call center software companies.