ChaseData Call Center Software Blog

Brighten Call Center Employee Morale This Summer

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

With the seasons changing once more to let the summer sunshine in through the windows of your facility, it can be easy for your employees to feel restless in their seats. After all, who wants to be stuck at their desk when there is so much going on outside? Summer is one of the worst times of the year for that bored, restless feeling to settle in and call center employee morale to take a downturn.

How can you keep spirits high and attitudes sunny in the summer months at your contact center? Here are a few helpful hints for improving summertime call center employee morale - and keeping things cheerful no matter what the seasons bring!

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Topics: Call Center Management

Better Agent Utilization with Remote Call Center Software

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

How you make use of your time in a contact center is a major factor in productivity. For management, this means making the best use of not only their own time on the clock, but of how agents are utilized.

One way to drastically improve agent utilization for your center is by using remote call center software. This technology allows you to have agents working from off-site locations when they are most needed, while allowing you to scale back staffing and costs when necessary. Both productivity and efficiency are dramatically impacted - all without major changes to your everyday operations.

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Topics: Call Center Software

Working with Predictive Dialer Software with Analytics

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

In an outbound calling center, time is money. Every call your agents make is one more potential connection and one more possible sale. Every call that can’t be made because of a lack of time is one more loss to your business. So, how can you maximize what is getting done in your center and minimize lost time and productivity?

Here, we’ll introduce you to some techniques and technology that will help you make calls faster and create connections more effectively - all without making major changes to your work days!

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Topics: Call Center Software, Predictive Dialer

Difference Between Call Centers and BPO Organizations

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

You may have noticed that the terms ‘BPO’ - or business process outsourcing - and ‘call center’ are interchanged with one another. While these terms are indeed related, they are not actually interchangeable. Understanding the difference will help you improve the way you run your business, regardless of whether yours is considered a BPO or a contact center.

Let’s look at the key difference between call centers and BPO organizations - and how they’re similar - so you can make smarter decisions while you’re outfitting your facility with new technology and preparing to meet consumer needs.

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Topics: Call Center Management, Call Center BPO

The Difference Between a Warm Transfer vs a Cold Transfer

Posted by Ahmed Macklai on Jul 4, 2019 7:30:00 AM

Transfers are almost unavoidable in the contact center setting. While there are many ways to minimize transfers and keep your staff on the line until they complete their calls and resolve consumer concerns or answer questions, there will always be reasons for transfers. Whether it’s a situation that becomes beyond the extent of an agent’s knowledge or experience or one that requires specific assistance, the causes vary - but some facts are universal.

People don’t like being transferred, especially multiple times. When it comes to being transferred, there are definitely preferences among many regarding the warm transfer vs cold transfer.

Which do your consumers prefer? Which is best for your agents and for your contact center overall? Here, we’ll advise you on how to best handle transfers and how to both minimize their use and maximize their impact when necessary.

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Topics: Call Center Software, Call Center Operations

The Bevy of Benefits in Offering Call-Back Service

Posted by Ahmed Macklai on Jul 2, 2019 7:30:00 AM

When it comes to calling a contact center, one of the top complaints most consumers have is the wait time. Even in larger contact centers in which there are plenty of staff members to handle large call volumes, wait times can be inevitable. Once they get too long, many callers will become frustrated - or even hang up.

How can you prevent this from happening in your contact center? How can you improve consumer satisfaction and create a better experience without hiring dozens or even hundreds more agents to handle extra calls that may or may not always be coming in? For forward-thinking contact centers, the answer may be as simple as employing a call back service.

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Topics: Call Center Management, Call Center Operations

Reducing Call Center Costs Without Sacrificing Service

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

Every business wants to reduce costs. However, when your business is customer service, balancing the desire to cut costs with the need to provide consistently high quality of service can often feel counterproductive.

Cutting call center costs doesn’t have to mean reducing customer service quality. When you do a little research, it’s entirely possible to do both. Here, we’ll offer you some tips for reducing the costs in your call center without sacrificing the quality of your customer service - and creating the balance you’ve always wished for in your contact center!

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Topics: Call Center Management, Call Center Operations

Effective Debt Collection Techniques For Debt Collectors

Posted by Ahmed Macklai on Jun 25, 2019 7:30:00 AM

Few people envy the job of a debt collector. After all, who really wants to contact people to tell them they owe money or they might face penalties? It’s easy to become jaded and unpleasant when you’re dealing with this type of work - and the people who receive these calls.

Here, we’ll share some of the most effective debt collection techniques to help you become a more efficient collection agent - and to maintain your most pleasant demeanor while doing it. After all, there’s no need to lose your cool just because you work in collections. Here’s proof:

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Topics: Call Center Management

Your Guide to Picking the Best Outbound Predictive Dialer

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

For contact centers that are in the field of outbound sales, it makes sense to employ an outbound predictive dialer. They make work easier, faster, and more efficient for agents and more profitable for business - a real win-win situation for your company. However, choosing the right software can be tricky.

At ChaseData, we want you to feel confident when you invest in technology for your business. Here, we’ll examine some key ways to know you’re getting the best outbound predictive dialer for your call center’s needs - and where to find it!

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Topics: Call Center Software, Call Center Management

Why Use a Warm Transfer in a Call Center?

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

The feeling of being passed from one call center agent to the next is one that has led many consumers to dread calling a contact center in the first place. Feeling like it takes forever to reach someone or that your time isn’t valued can make it an altogether unpleasant experience. What’s more, it doesn’t give a caller much confidence in the qualifications of a facility when you have to repeat the same information to every person you are repeatedly transferred to.

These are several of the most important reasons that so many centers today heavily rely on warm transfers. Read on to learn more about what this technique entails - and how to warm up your own transfer techniques.

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Topics: Call Center Management, Call Center Operations

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