ChaseData Call Center Software Blog

How To Use Net Promoter Score to Improve Your Call Center

Posted by Ahmed Macklai on Nov 15, 2017 7:30:00 AM

A Net Promoter Score (NPS) is a gauge of how customers feel about their interactions with agents after making contact by collecting data via a survey. NPS is used to evaluate many different types of customer interactions with companies, but it’s particularly useful in the call center since the phone is one of the primary ways that businesses connect directly with customers. Here a are a few ways that NPS can be a valuable tool to maximize the productivity and success of your call center.

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Topics: Call Center Operations

Is It Time To Consider Call Center Outsourcing?

Posted by Ahmed Macklai on Nov 8, 2017 7:30:00 AM

There are many reasons to consider call center outsourcing when you’re running a business that requires inbound and outbound call management. Regardless of size, when you need someone to man the phones, it can be worth your while to pay an outside company to do it for you if the costs outweigh the benefits of doing it in-house. Here are a few points to consider when it comes to deciding whether to outsource your call center needs.

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Topics: Call Center Operations

Keeping Call Center Agent Turnover Costs under Control

Posted by Ahmed Macklai on Nov 1, 2017 7:30:00 AM

Working in a call center is often the type of job that’s viewed as temporary by agents, particularly those who don’t naturally excel at talking on the phone. However, this doesn’t have to be the case. Regardless of your industry, refining management policies to create a positive, nurturing environment for your staff will cut back substantially on frequent turnover. Here are a few tips about how to keep your team together and on board. 

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Topics: Call Center Management

Training Call Center Agent Tips

Posted by Ahmed Macklai on Oct 25, 2017 7:30:00 AM

Your call center is only as good as your agents’ aggregate performance, which means that time invested in training call center agents potentially has a major return in increased productivity. As the saying goes, the chain is only as strong as its weakest link, so ensuring that your agents are all star performers is essential. Training isn’t as simple as reading off rules and tips to a huge classroom full of new hires, though. Here are a few tips to facilitate effective trainings that will boost the success of your agents and help each individual reach their full potential.

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Topics: Call Center Management

Inbound Call Center Sales Techniques

Posted by Ahmed Macklai on Sep 20, 2017 7:30:00 AM

When a customer calls a call center, there are so many times that the sales simply don’t get made. This isn’t due to lack of motivation on behalf of the customer or a lack of skill on the rep’s part, but often a lack of clarity when it comes to closing the sale. For reps who have probably cut their teeth on cold calling, having an inbound call turn into a sale can make them feel a little like the dog who chased the car and caught it. Now that they have it – what do they do with it? Let’s cover some inbound call center sales techniques that will help you to close that sale right.

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Topics: Call Center Management

How Do I Do a Cost Per Lead Calculation?

Posted by Ahmed Macklai on Sep 13, 2017 7:30:00 AM

 

How Do I Do a Cost Per Lead Calculation?

The answer is not exactly simple. The first thing you need to do is factor in the cost of obtaining your lead. Leads can come from a number of sources, and can be of varying quality. As with any system, if you put a garbage lead in, you will get a garbage lead out – and you’ll still have paid for it. There are any number of sources all competing to sell their leads. Let’s break some down, because obtaining a true cost per lead calculation not as simple as taking your total ad spend and dividing it by your total lead intake.

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Topics: Call Center Management, Call Center Operations

Increasing Your Call Center Contact Rate With Local DID

Posted by Ahmed Macklai on Sep 6, 2017 7:30:00 AM

Getting in touch with customers via telephone used to be easy. You call, they pick up to find out who’s calling them. Caller ID complicated things, simply because unless the caller’s number was recognizable, the person you’re calling might not pick up. So, when full ID with the name and number of the business showing turns up, the person you’re calling sees an toll-free or out of area number and again decides not to pick up. Whether you are calling a cell phone or a landline, you’re looking at the same thing – no contact, or straight to voicemail. If you can’t reach the people you need to reach, you are not going to be in business for very long.

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Topics: Call Center Management

What is an Inbound Call Center?

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

Inbound call centers are still the mainstay of many operations across a number of industries. Despite what you may have heard about IT and customer service replacing live people with digital tools, inbound call centers are still a force to be reckoned with in sales, customer service, financial services, and other industries in which customers still require a human voice and the personal touch. Writing off an inbound call center as a relic of the 20th century would be as much a mistake as writing off email as a marketing tool. Certainly, a modern call center looks very different from the cubicle farms of 10 years ago. It also functions very differently.

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Topics: Call Center Software

What Is a Progressive Dialer?

Posted by Ahmed Macklai on Jul 26, 2017 7:30:00 AM

In terms of calling technology, the predictive dialer was a huge advance for outbound call centers. It dialed more numbers, faster, and more consistently than any human fingers could manage. However, the drawbacks of the old analog machines were myriad. The older machines had no way to differentiate between the voice of a live person and the voice of a recording. Agents were also left sitting idly if the dialer reached a number of bad numbers in a row. The next step in the evolution of the dialing system was the progressive dialer.

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Topics: Call Center Software

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

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