ChaseData Call Center Software Blog

Training Your Outbound Call Center Agents Toward Compliance

Posted by Ahmed Macklai on Jan 13, 2020 7:30:00 AM

When you are operating an outbound call center, compliance with the TCPA - or Telephone Consumer Protection Act - is crucial. Not only does this compliance mean you’re doing your job correctly - it is what keeps you from losing your legal right to operate at all!

With such a premium placed on outbound compliance, it’s no wonder so many outbound call center agents worry about meeting these regulations and what will happen if they don’t. This doesn’t have to be a fear in your facility if you train your agents toward compliance throughout their tenure at your center. Here, we will examine ways to ensure compliance at every step of the communications process - and how you can build in the training you provide to your agents regularly.

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Topics: Call Center Software, Call Center Management, Call Center Operations

The Most Important Inbound Call Center KPIs

Posted by Ahmed Macklai on Jan 10, 2020 7:30:00 AM

Metrics are an important part of success in the world of contact centers and BPOs. However, determining which metrics to keep an eye on can be tricky, since they can vary from center to center based on a variety of factors.

Which are the most important inbound call center KPIs - and how are they relevant to your center’s daily operations? Here are some suggestions for which KPIs should be your priority in the coming year:

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Topics: Call Center Management

Strategies for Boosting Outbound Sales in Your Call Center

Posted by Ahmed Macklai on Jan 9, 2020 7:30:00 AM

Are you looking for ways to increase your outbound sales numbers but don’t want to skim through yet another list of common-sense approaches? Maybe it’s time to take a few tips from the industry experts. Here, we’ve compiled some advice on how to dramatically improve your outbound sales numbers - all without the eye-rolling obvious suggestions you’ve read before:

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Topics: Call Center Management, Call Center Operations

Reducing Call Center Agent Burnout with Automation

Posted by Ahmed Macklai on Jan 8, 2020 7:30:00 AM

Call center agent burnout is one of the most common problems in the industry. The fast pace and demanding schedule of an agent’s position can be enough to overwhelm those who are not accustomed to the work. Likewise, while the work is quick-moving, it can also be tedious and tiresome to the mind.

How can you make your center different? How can you decrease the problem of call center agent burnout, without sacrificing productivity and profit? Here are some winning strategies for doing exactly that through automation- your contact center’s best friend for reducing turnover:

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Topics: Call Center Management

Mistakes Salespeople Make in the Call Center Setting

Posted by Ahmed Macklai on Jan 7, 2020 7:30:00 AM

The majority of a consumer’s perception of your company or brand is formed before a purchasing decision is actually made. For outbound call centers, this means that the body of the phone call is the most important part of the sale - not the actual agreement of the consumer.

Salespeople are only human, though. They make mistakes. Those mistakes can lead to a failure to make the sale - and too many of them can be seriously detrimental to the company’s bottom line.

Highlighting and understanding the mistakes salespeople make in the call center setting is important since doing so can help you avoid these common missteps in your own facility. Here, we’ll take a look at mistakes salespeople make at every step of the sales process - as well as draw attention to some easy fixes for each of these.

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Topics: Call Center Management, Call Center Operations

How to Measure Customer Service Performance in the Contact Center

Posted by Ahmed Macklai on Jan 6, 2020 7:30:00 AM

How successful are your customer service efforts? Determining that may seem like an impossible task, especially given that some aspects of customer service are somewhat abstract. However, there are some concrete ways to tell how well you’re meeting your customers’ needs. These metrics are critical for measuring the success of your center and making necessary adjustments.

Here are some expert-curated suggestions for how to measure customer service performance in the contact center - and how to improve yours!

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Topics: Call Center Management, Call Center Operations

Here’s Why You Should Test Call Center Contact Numbers

Posted by Ahmed Macklai on Jan 3, 2020 7:30:00 AM

Do you know what kind of experience your call center consumers are having when they speak to your agents? If you regularly receive feedback, you may believe you have the whole picture. However, if you don’t test call center contact numbers yourself, you will never really know.

When you want to hear and feel exactly what your call center agents experience when they talk to your staff members, it pays to try those numbers out yourself and take note of every element of the call. If that sounds like too much work, just think about all the benefits you stand to gain from doing so - and just how much better you can meet consumer needs with that information!

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Topics: Call Center Management, Call Center Operations

Five Ways to Improve Your Call Center Conversion Rate

Posted by Ahmed Macklai on Jan 2, 2020 7:30:00 AM

Your contact center’s conversion rate is vitally important to your overall success as a company. Regardless of what else is going on in your facility, if you aren’t turning leads into paying customers, you aren’t making positive progress. Unfortunately, many facilities struggle with a low call center conversion rate.

What can you do to change that trend in your own center? Here are five tips that take you through the process of improving your conversion rate, beginning to end - and will help you create more satisfied customers out of the leads you receive.

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Topics: Call Center Software, Call Center Operations

Examining the Value of Customer Data

Posted by Ahmed Macklai on Dec 31, 2019 7:30:00 AM

If you are one of the many project managers or call center owners who have looked at the science of data and felt overwhelmed, you should know that your reaction is a common one. Big data is a terrifying prospect when faced without a way to narrow it down and make use of it. This can lead to companies disregarding or ignoring it entirely - something you really can’t afford to do when you’re a contact center!

Thankfully, there are ways to tackle big data and extract useful information from it. Think of it like fishing in the ocean. The body of water is vast and intimidating - too large to even fathom. However, there are very useful products lurking beneath the surface; they just have to be fished out.

Let’s take a look at some of the ways to make use of customer data in today’s contact center:

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Topics: Call Center Operations

Does Enhancing Call Center AI Mean Sacrificing Jobs?

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

It seems that everywhere you look these days, artificial intelligence is enhancing the way we go about our everyday lives. Our phones and tablets talk back to us, and devices in our homes help us do everything from remembering to turn out the lights to starting the oven for dinner or adjusting the shower’s water temperature. It is a truly technology-driven world!

However, many people worry that this influx of AI will lead to the replacement of humans in many of our most fundamental jobs and tasks. In few places is this more of a concern in automation-heavy industries like customer service and sales. Call center employees are increasingly surrounded by artificial intelligence applications at work.

Is there a reason to fear that call center AI will eventually replace human employees? Will jobs be lost because of this technology? Here’s what you need to know about the integration of today’s call center AI in your facility - and how it will impact your human staff.

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Topics: Call Center Software, Call Center Management

  • 4 Ways Artificial Intelligence Can Make Call Centers Smarter

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