ChaseData Call Center Software Blog

The Secrets of Meeting Your Call Center Supervisor Goals

Posted by Ahmed Macklai on Dec 13, 2018 7:30:00 AM

In a world that seems to be swamped with call centers, have you ever wondered how some manage to stand out – even thrive? One of the primary reasons is excellent leadership. A heavily-saturated marketplace is no match for a great management staff.

But how can you and your team achieve that same industry stardom? Here’s what you need to know about becoming a better call center manager and crushing your call center supervisor goals:

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Topics: Call Center Management

The Calculation and Application of Agent Utilization

Posted by Ahmed Macklai on Dec 5, 2018 7:30:00 AM

When you work in the field of call-based marketing or service, you undoubtedly hear the words “agent utilization” tossed around by management. What does this term mean? Why is it important, and what can be done to improve it? Here, we examine the basics of calculating agent utilization and putting this metric to work in your facility.

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Topics: Call Center Management

How to Get the Most Out of Your Call Center Scheduling

Posted by Ahmed Macklai on Nov 28, 2018 7:30:00 AM

For most business owners and operators, scheduling is a priority. Ensuring that their workforce is available when they’re needed and that customers are being served is just part of creating a positive work environment and establishing good customer service. In the field of call center operations, though, scheduling is one of the most critical elements of business success. How you schedule your workforce can mean the difference between a booming call center and one that falls well behind the competition.

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Topics: Call Center Management, Call Center Software

Outbound Lead Generation: Best Practices for the Modern Approach

Posted by Ahmed Macklai on Nov 7, 2018 7:30:00 AM

In the last decade or so, inbound marketing has gotten a lot of positive attention and press. Search any marketing blog, and you’ll see tons of puff pieces about how wonderful inbound marketing is. This style of reaching out to consumers in a way that feels organic and customer-led is certainly worth the praise it receives, but not at the all-too-frequent expense of outbound marketing. Too many professionals take aim at this more traditional method of marketing when it actually has far more merits than many modern marketers give it credit for.

Here’s what you need to know about outbound marketing in the modern day – including outbound lead generation best practices – and how to use the technique properly.

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Topics: Call Center Operations, Call Center Management

The Benefits of Partnering with a Blended Contact Center

Posted by Ahmed Macklai on Oct 18, 2018 7:30:00 AM

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:

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Topics: Call Center Management

The Benefits of Utilizing Home-Based Agents in Your Workforce

Posted by Ahmed Macklai on Sep 11, 2018 7:30:00 AM

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.

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Topics: Call Center Operations, Call Center Management

Simple Steps to Create an Effective Calling Campaign

Posted by Ahmed Macklai on Aug 21, 2018 7:30:00 AM

When it comes to contacting prospective and/or existing customers and clients, there are not very many solutions that can top the effectiveness of telemarketing. Making calls allows you to establish a voice-to-voice connection with the individuals on your list, respond to objections and hopefully maintain control of the call to successfully close it as a sale.

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Topics: Call Center Operations, Call Center Management

Remote Agents on Demand with Home Based Call Center Software

Posted by Ahmed Macklai on Aug 7, 2018 7:30:00 AM

Call center scheduling can be extremely tricky. It’s hard to know when a search is approaching, which times of the year you might be inundated with calls. Idle agents can eat payroll dollars, but at the same time you don’t want to understaff and allow callers to hang in your IVR. Unless your call center software is up to the task, it can be very difficult to add remote agents. If your software is not up to the task of handling calls just as if the agent was sitting in your contact center, it is time to upgrade.

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Topics: Call Center Management, Call Center Software

What is an Acceptable Abandon Rate in a Call Center?

Posted by Ahmed Macklai on Aug 2, 2018 7:30:00 AM

One of the key KPIs for call center operators is the abandonment rate. The definition of an abandoned call is one where the caller hangs up before an agent can answer or as an agent is answering. However, it is possible to cast a wide net in the effort to determine an acceptable abandon rate in a call center.

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Topics: Call Center Management

4 Ways Call Center Data Analysis Improves Sales

Posted by Ahmed Macklai on Jul 31, 2018 7:30:00 AM

Analytics can be a very dry affair. They’re comprised of hard numbers and data breakdown, and if you’re not an analytically minded person, then it might seem like a drag. However, despite the dry nature of analytical data, the information can make or break your call center.

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Topics: Call Center Tips, Call Center Operations, Call Center Management

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