ChaseData Call Center Software Blog

What Is a Preview Dialer?

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

If the progressive dialer and the predictive dialer are good productivity tools, then the fully loaded Cadillac of dialers is the preview dialer. This dialer puts information in the hands of the agents on the front line – or rather, on their screens. The preview dialer prepares to call by putting the information in front of the agent and even allows the agent to “bump” the call from their queue. It’s no wonder that another name for this dialer is “power dialer.”

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Topics: Call Center Software

What Is a Predictive Dialer?

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

Preparing to activate a call center takes a lot more than just picking a provider buying some equipment and getting everything going. There are some unexpected nuances that owners, managers, and supervisors need to think about. One of the most important decisions is deciding what kind of dialing mode will work best with your operation. Whether you have a mixed-use call center with both inbound and outbound calls or an outbound call center with a separate customer service inbound line, choosing the best dialing mode solution for your business needs is a pretty big deal.

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Topics: Predictive Dialer

How to Calculate Cost per Sale for a Call Center

Posted by Ahmed Macklai on Jun 21, 2017 7:30:00 AM

One of the key factors to calculating your profits is calculating your cost per sale. Unless you know what it’s costing you to make a sale, you can’t adequately get a grip on what kind of profit you are making. A number of factors go into calculating that cost. At the baseline you have your facilities costs such as rent and utilities. Above that you have your payroll costs, including costs for bookkeepers and payroll service. Finally you have your telco charges and the costs that you are paying to obtain leads for your agents to call. All of these factor in to the cost per call, and are multiplied over the number of agents, and measured against the number of sales that result.

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Topics: Call Center Management

The Hidden Costs of Telcom Using a Predictive Dialer: Scrubby-Dubby

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

With all the bright and shiny ads touting predictive dialer software, you would think it could be the answer to all your problems – instead it might become a bigger problem than you can imagine. There are some hidden costs to using dialers, no matter which one you elect to use. In today’s blog we are going to take a look at one of the biggest hidden costs - your leads. One of the reasons your leads costing you money – instead of helping you rake it in – is the failure to scrub your call lists or to secure high quality leads.

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Topics: Call Center Software

Keeping Tabs: Your Remote Call Center

Posted by Ahmed Macklai on May 24, 2017 7:30:00 AM

Establishing remote call centers is increasingly a necessity. As operations expand, space may be limited in your primary location due to several factors.

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Topics: Call Center Software

Migration is for the Birds: Quit Reinstalling

Posted by Ahmed Macklai on May 17, 2017 7:30:00 AM

Anyone who has done it never wants to do it again. First, you get new hardware, then you migrate your current software to the new hardware, then you update, upgrade, tweak, and patch until you’re longing for the days of simple communication by something uncomplicated – like carrier pigeons. Setting up and maintaining your call center should not be an experience that drives you up the wall. If you have a Windows machine, or 10, or 100, we can help you set up a world class call center that is a custom fit for the size of your operation and your industry.


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Topics: Call Center Software

Data Driven Calling: Reaching Your Customers

Posted by Ahmed Macklai on May 10, 2017 7:30:00 AM

The principle behind outbound sales calling is very simple; you call at the right time to reach your customer and make a sale. In practice it can be frustrating, demoralizing, and create exasperation when staff feels that the bar has been set too high with regard to closing sales or even reaching prospects on the phone. Let’s face it, caller ID is in wide use on land lines and cell phones. Anyone looking at their caller ID before picking up a call is actively screening for calls that they don’t want. In fact, a 2011 study by Baylor University showed that less than one percent of cold calls resulted in a closing – whether that was a sale or an appointment.


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Topics: Call Center Software

Get It While It’s Hot: Getting Your Best Leads

Posted by Ahmed Macklai on May 3, 2017 7:30:00 AM

Here’s a dirty little secret; buying leads for your call center may not be giving you everything that you need. There are any number of companies that claim to sell the best telemarketing leads, but to a large extent you are buying a used car without looking under the hood or taking it out for a test drive. Pretty much every lead company is mining exactly the same data while selling themselves as something new and different.


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Topics: Call Center Software

Call Center Training Troubles: Using the Right Tools

Posted by Ahmed Macklai on Apr 27, 2017 7:30:00 AM

Attrition among call-center workers is a given in the industry. Inbound, outbound, or blended and across a variety of industries, high worker turnover is something of an accepted hazard. The reasons for this are varied, but have you considered how much this turnover is costing your operation? The Society for Human Resource Management pegged the average cost per hire at $4, 129, this is without factoring in interview costs, training costs, and the amount of time that the call station sits open and unattended. If you have a 10 person per year turnover, you are looking at a baseline cost of $41,290.


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Topics: Call Center Operations

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

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