ChaseData Call Center Software Blog

Workforce Management Scheduling for Success with ChaseData call center software

Posted by Ahmed Macklai on Apr 19, 2017 7:30:00 AM

Workforce management is both an art and a science. The science is creating consistent and appropriate staffing levels over a variety of of shifts. The art is the part where you have to manage actual human beings, often with schedules and complications of their own. This is true in every aspect of service industry jobs, but can end up making or breaking your call center.

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Topics: Call Center Software

How Often to Contact Leads that Opt-in?

Posted by Ahmed Macklai on Apr 12, 2017 7:30:00 AM

Working B2B and B2C leads requires different approaches, and also different approaches based upon the origin of your leads. A number of companies are very slow to pick up on organically generated leads, in other words leads generated by their website, digital advertising, and email campaigns, or even by direct mail campaigns. There is a period where these leads are going to be freshest, and therefore the most effective, and you have a better chance of getting the sale. Certain states are also starting to implement timeframes for callbacks, so there is a further argument for striking while the iron is hot to contact leads.

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Topics: Call Center Software, Call Center Operations

Making call center improvements that impact the ROI

Posted by Ahmed Macklai on Apr 5, 2017 7:30:00 AM

You’d be amazed how many call centers don’t understand how much benefit they could realize from modernization and making call center improvements. Yes, working off a PBX system is very inexpensive, often costing just dollars a day to operate. However, if you are looking at efficiency, you could be losing a lot more than you ever realized. Everyone understands the conversion, and the more people you get in the top of the funnel the more closings you will have the bottom. Getting those prospects into the top of the funnel requires an investment, but it also promises a return.

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Topics: Call Center Software

Telemarketing Software: Growing Pains for Telemarketing Compliance and Technology

Posted by Ahmed Macklai on Mar 29, 2017 7:30:00 AM

You know the saying about a few bad apples spoiling the entire barrel? That’s what it’s like to be in telemarketing. The assumption is that the person placing the call is the sleazy denizen of the boiler room is pretty much the first conclusion that comes to mind. The FTC and FCC have issued a number of regulations for telemarketing compliance.  If ignored, they risk hefty fines. In addition to federal regulation, states may also impose their own requirements and regulations. Because of those bad apples, laws that protect consumer privacy impose a burden on any telemarketer or direct marketer.

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Topics: Call Center Management

Tanking Up: Keeping Fresh Leads in a Call Center

Posted by Ahmed Macklai on Mar 22, 2017 7:30:00 AM

In an ideal world, your web presence should generate all of the leads that you need. Organic leads – opted in leads – are from potential customers who are genuinely interested in learning more about your product. However, in operating your call center there are times when you must rely on purchased leads and do some cold calling. Its part of the business, and everyone understands that calling these leads is something of a hit or miss proposition. How you keep your room supplied with fresh leads, and how those leads are called will determine the success of your operation.

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Topics: Call Center Management, Call Center Operations

5 Things That Really Annoy Customers About Call Centers

Posted by Ahmed Macklai on Mar 2, 2017 7:30:00 AM

Customers might have to call you, but they don't want to. Why? Because customer service call centers have such an overall bad reputation that you're working against that reputation from the very start. People have referred to it as "voice jail" and there are how-to instructions all over the internet on how to break out of it and reach a real human being. Having an inefficient phone system puts you on an immediate adversarial footing with the customer who is at best irritated upon reaching your customer service representative.

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Topics: Call Center Operations

Call Center Software That Knows Which Agents Are Having "A Good Day"

Posted by Ahmed Macklai on Feb 24, 2017 7:00:00 AM

Who's on a roll, who's just running the clock at your call center. So much of an average call center manager or supervisor's day is spent balancing these two polar opposite realities. To those ends managers are glued to their computers monitoring call center performance. All the while, supervisors are walking among the agents, listening to calls, offering positive (sometimes negative) motivation in order to meet critical KPIs during their shifts.

What if there was an easier way? What if the call center software could simply identify agents that are over performing on the campaign KPIs and route calls to them automatically while flagging and lowering the volume of calls to low performing agents? ChaseData's call center software does just that.. automatically.

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Topics: Call Center Software

4 Harvard Business Review Articles About Call Center Management

Posted by Ahmed Macklai on Feb 23, 2017 7:00:00 AM
The Value of Customer Experience, Quantified
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Topics: Call Center Management

What Could You Accomplish With Remote Campaign Telephone Agents?

Posted by Ahmed Macklai on Feb 22, 2017 7:30:00 AM

Campaign season is here and campaign managers all over the country are gearing up phone banks in support of various fundraising, issues awareness, crisis response and get out the vote efforts. Previous election cycles at all levels (local, state and national) have taken advantage of numerous technological advancements. Social media, high value data mining and other innovations have led to unprecedented changes in the electoral landscape. ChaseData is introducing another innovation to political speech borrowed from our success in the private sector. Namely, remote campaign telephone agents.

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Topics: Remote Campaign Telephone Agents

Warming Up Real Estate Cold Calling

Posted by Ahmed Macklai on Feb 21, 2017 10:38:06 AM

Real estate cold calling, dialing for dollars or dialing for listings is a standard in the successful real estate sales office. Real estate sales managers are constantly securing new lead lists and juggling new methods of keeping agents and support staff motivated to make these cold calls. Why? Because properly sourced leads couple with a consistent commitment to dialing drives new FSBO listings, new exclusive listings and often result in the sale of valuable off-market listings. Contrast this with realtors and their support staff simply wanting to "get through" their cold call quota for the day/week and get on with the business of showing and selling their listings. New, affordable dialer technologies can help bridge the gap.

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Topics: Cold Calling