ChaseData Call Center Software Blog

Maximizing Your ROI with Call Center Technology

Posted by Ahmed Macklai on Sep 20, 2019 7:30:00 AM

As with any business, your contact center likely makes maximizing your return on investment - or ROI - a priority. When you pour money into your company, you expect to see some kind of return on that expense. Depending on what you’re spending and why, the return may range from greater consumer interest to literal profits - it all depends on how you measure success.

Here, we’ll discuss how to evaluate, measure, and increase your return on investment and use call center technology to improve everything from productivity to efficiency - and even customer satisfaction. Keep reading to learn more!

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Topics: Call Center Software

Industry Predictions for Business Process Outsourcing

Posted by Ahmed Macklai on Sep 18, 2019 7:30:00 AM

If you are in the contact center industry, you’ve undoubtedly heard of business process outsourcing. In fact, you may have even heard your own line of work referred to this way. However, there are marked differences between the two. Understanding those differences and how the two are related and play into one another can help those who are interested in being part of the customer service or business process outsourcing fields thrive well into the future.

Let’s examine business process outsourcing and the projections for this industry in the coming years. You may find that your place in this industry is not what you expected!

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Topics: Call Center Management, Call Center BPO

How to Be More Personable with Your Callers

Posted by Ahmed Macklai on Sep 16, 2019 7:30:00 AM

People who are cheerful and sound chipper on the phone are more successful as contact center agents. That’s a fact that is easy to understand. After all, wouldn’t you be happier as a consumer to interact with someone who sounded happy to speak with you?

The problem is most people who work in call centers either field or make hundreds or even thousands of phone calls every day. Often, these calls are very similar in their pattern or scripting. This makes the work tedious and frustrating at times - and it can make it very difficult to remain happy and positive on the phone.

Here are a few industry insider tips for being the best version of yourself as a call center agent and sounding as pleasant as possible while you chat with your callers or clients. By the time you finish reading these tricks, you just might be smiling for real!

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Topics: Call Center Operations

Fresh Advice to Shake Up Your Call Center Strategies Mid-Year

Posted by Ahmed Macklai on Sep 13, 2019 7:30:00 AM

The middle of summer can seem slow no matter what industry you’re a part of. After the initial push of the independence Day holiday in the United States, summer slowly smolders for weeks on end until school starts again for children and people begin thinking ahead to the busy days of autumn and winter ahead. But what does that mid-year lull have to do with your work in the customer service industry?

If your facility is like most, your call center strategies may noticeably slow down during this time each year. To prevent the summer slump and refresh your business’s productivity and profitability, consider these approaches to refreshing your call center strategies:

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Topics: Call Center Management

Extended business hours - today's best bet for call centers

Posted by Ahmed Macklai on Sep 11, 2019 7:30:00 AM

How often do your consumers call your center only to be greeted by long wait times or worse - an automated recording letting them know that you are unavailable during non-business hours? Nothing upsets the modern customer like not being able to handle their business when and where they need to. If you want your business to be the kind that captures and holds consumer attention - and satisfies their needs - you should consider extended contact center hours of operation.

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Topics: Call Center Management, Call Center Operations

Are You Overworking Your Call Center Agents?

Posted by Ahmed Macklai on Sep 9, 2019 7:30:00 AM

Your call center agents are the lifeblood of your facility. It’s only natural that you depend heavily on them for the work they provide. However, there’s a difference in appreciating their hard work and overworking your agents to the point of burnout.

Here, we’ll explain how to find the balance to create an appropriate call center agent workload and how to keep your agents from becoming overwhelmed. You might be surprised at just how much control your management team actually has over these scenarios - and how much can be done to keep agents happy, healthy, and productive on the job!

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Topics: Call Center Management

How Many Remote Call Center Agents Should You Have?

Posted by Ahmed Macklai on Sep 5, 2019 7:30:00 AM

Most contact center managers understand the benefits of adding remote call center agents to their staff. However, knowing where to draw the line between enough and too many remote team members can be tricky. You still need enough people in on-site seats every day to handle customer service tasks that are too difficult to manage off-site.

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Topics: Call Center Management

Motivate and Improve Call Center Agent Performance

Posted by Ahmed Macklai on Sep 3, 2019 7:30:00 AM

As a call center team leader or manager, you take pride in your facility and staff. You undoubtedly have a hardworking team that does a great job in serving customers and clients every day. Right now, you can probably think of a few people, in particular, who are worthy of praise for their excellent performance.

But what about those at the other end of the spectrum? What about the members of your team who are struggling? What can be done to bring them up to speed - or are they simply a lost cause? Here, we’ll show you how a fresh perspective can give you a whole new way to approach the problem of underperforming agents - and fix it for good!

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Topics: Call Center Management, Call Center Operations

Here's How to Fix Your Resolution Rate

Posted by Ahmed Macklai on Aug 29, 2019 7:30:00 AM

Few metrics are as important to the quality of your contact center as your first call resolution rate. This is reflective of how often your agents are resolving consumer complaints or concerns within the first contact with the customer. Unfortunately, many call centers have issues keeping their resolution rate under control.

A low first call resolution rate can mean low productivity and profitability. Your customer satisfaction rate will also experience a major slump if your resolution rate is too low, so keeping it high should be a priority for every contact center.

Is your center struggling with first call resolution? Here’s what you need to know about fixing your rate and getting back into the swing of being a productive, profitable center that serves and satisfies customers:

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Topics: Call Center Operations

How Call Center Agent Scripting Can Save Your Business

Posted by Ahmed Macklai on Aug 27, 2019 7:30:00 AM

When it comes to call center agent scripting, most management-level employees understand that words have a lot of power. What you say to your consumers can make the difference in closing a sale or losing it, or determine whether your caller will be satisfied with the level of service they receive or not.

However, sometimes what your agents don’t say is just as important as what they do say. This is something that is often overlooked when it comes to generating scripts, but call center agent scripting should avoid certain topics, words, and phrases. What are they? Here are just a handful of the most important things to sidestep if you want to remain successful in keeping your customers happy:

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Topics: Call Center Management, Call Center Operations

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