ChaseData Call Center Software Blog

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

Cold Calling Tips and Tricks for Landing More Sales

Posted by Ahmed Macklai on Oct 24, 2018 7:30:00 AM

There’s a reason many people shy away from sales jobs. No matter the market, working in sales can be tricky. When cold calling is your company’s technique of choice, it can be even harder to realize growth and achieve sales success – but it’s certainly not impossible.

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Topics: Call Center Operations, Cold Calling

What Is Automatic Call Distribution (ACD)?

Posted by Ahmed Macklai on Sep 27, 2018 7:30:00 AM

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.

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Topics: Call Center Operations, Call Center Software

Your Guide to Understanding Call Center Operations

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

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.

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Topics: Call Center Operations

Regulatory Requirements that Impact US Call Centers Using a Publicly Switched Telephone Network

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

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.

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Topics: Call Center Operations

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

What is a Cold Transfer in a Call Center? The Details on a Changing Call Center Technique

Posted by Ahmed Macklai on Sep 4, 2018 7:30:00 AM

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.

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Topics: Call Center Operations

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

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

Call Center Metrics That Matter Most to Evaluate Agents

Posted by Ahmed Macklai on Jul 26, 2018 7:30:00 AM

A successful call center is one that uses the latest technology, including calling software, apps and reporting functions to understand the center’s operations each day. However, there’s a balance when it comes to data and job performance since a huge part of the customer experience is rooted in the personality and capability of each agent.

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Topics: Call Center Operations, Call Center Management

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