ChaseData Call Center Software Blog

Improving Call Center Agent Collaboration in Your Facility

Posted by Ahmed Macklai on Jan 27, 2020 7:30:00 AM

Collaboration is a major element of success in today’s biggest and best companies. Many people mistakenly believe that there is no place for collaboration between agents in large companies like contact centers, but this couldn’t be further from the truth. Businesses like call centers and BPO organizations can see big benefits from agent collaboration.

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Topics: Call Center Management

Your Annual Call Center Performance Scorecard

Posted by Ahmed Macklai on Jan 24, 2020 7:30:00 AM

You know your contact center agents work hard. You’ve seen them in action. But do you know how effective their hard work really is? How productive are your agents? It can be hard to determine how efficient their efforts are when you’re only seeing part of the big picture each day.

Having a call center performance scorecard - and a sensible way to collect the information you need for one - is your best bet for getting a better idea of your agents’ true level of efficiency and productivity. Here, we’ll show you the best way to create and analyze your center’s scorecard - and how to use it to educate and motivate your agents to perform even better in the coming year!

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Topics: Call Center Management, Call Center Operations

The Importance of Call Center Leadership for Workforce Management

Posted by Ahmed Macklai on Jan 23, 2020 7:30:00 AM

Nearly $700 billion is wasted by American businesses every year doing what can be considered unnecessary administrative tasks. These tasks are small or simple enough that automation could handle them, saving these businesses valuable time and money. However, too many businesses neglect to automate the many small tasks that software could be handling for them - including workforce management.

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Topics: Call Center Management

Does Your Center’s Quality Monitoring Need a Tuneup?

Posted by Ahmed Macklai on Jan 22, 2020 7:30:00 AM

Your call center agents make or handle dozens or even hundreds of calls each per day. They speak to thousands of consumers in total during each shift; their work is the backbone of what your center does.

It only makes sense to invest in quality monitoring - the process of monitoring those numerous calls for the quality of service being provided to consumers. However, many centers are finding that the quality monitoring tactics of yesteryear are simply no longer meeting their needs. If this sounds like your center, it may be time for a call monitoring tuneup!

Here’s more of what you need to know to improve your quality monitoring approach and keep those thousands of consumers happier - and coming back:

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Topics: Call Center Management

Your Winning Strategy for Outbound Lead Generation

Posted by Ahmed Macklai on Jan 21, 2020 7:30:00 AM

There are so many approaches to outbound lead generation for contact centers and similar large businesses. However, not all of these strategies are equally effective.

Here’s your guide to finding the right outbound lead generation approaches to meet your company’s needs and create the sales that will sustain your business:

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Topics: Call Center Management

Why Longer Phone Calls May Actually Benefit Your Business

Posted by Ahmed Macklai on Jan 20, 2020 7:30:00 AM

In today’s fast-paced world, we value time more than ever before. The phrase, “Time is money” is one that many businesses include in their training approach - and in few industries is this more prevalent than in that of the contact center.

Keeping your pace quick when serving customers or making connections with leads is only logical. The more calls you can make in a given period, the more satisfied customers you can create. That means a more profitable day for your facility - and a bigger profit for your business.

However, there are major merits to slowing things down. Longer phone calls may actually be beneficial to your business in ways that you might not have imagined. Here, we will examine the value of longer phone calls - and the customer service that they can result from - and how all of it can positively impact your center.

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Topics: Call Center Management, Call Center Operations

Which Outbound Call Center KPIs Really Matter?

Posted by Ahmed Macklai on Jan 17, 2020 7:30:00 AM

When you’re building a more successful outbound contact center, which KPIs are really worth your time when it comes to tracking? Which ones mean the difference in success and failure for your facility and which ones are just nitpicking for the sake of perfectionism?

Here, we’ll examine the most important outbound call center KPIs and help you and your team make sense of how - or if - they apply to your center. Spoiler alert: if they made this list, they’re worth paying attention to!

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Topics: Call Center Management

What Do You Really Need to Launch a Call Center?

Posted by Ahmed Macklai on Jan 15, 2020 7:30:00 AM

Are you looking to launch a call center in the new year? If so, you are in the same position as many business owners. Creating a contact center can be an appealing business move since it has the potential to majorly impact your company’s growth.

However, satisfying more customers and closing more sales comes with a price. Whether that means training a whole new staff or procuring an entirely new array of equipment, there are so many reasons to remain prudent when you’re planning to launch a call center.

What do you actually need to get your new center off the ground? Is the latest technology really necessary? How much experience should your staff have - and how should you bring new team members up to speed? Let’s examine the most important elements in launching a new call center or expanding your business further in the new year. You may just learn that you’re better prepared than you ever imagined!

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Topics: Call Center Management

Utilizing Local Presence to Boost Your Outbound Sales

Posted by Ahmed Macklai on Jan 14, 2020 7:30:00 AM

When your phone rings, how likely are you to pick up if the number you see is an unfamiliar one? If you’re like most people, that likelihood is low - but it is much higher if that unknown number starts with a local area code. Whatever your logic - it could be a doctor, your child’s school, or a distant relative! - most people tend to be more receptive to numbers that are based out of their own area.

As a salesperson, debt collector, or other employee of an outbound call center, you may wish you could harness that familiarity for your own needs. Wouldn’t it be great if you had a call center in all of the area codes where your consumers or clients were located? With the simple magic of local presence dialing, you can seem to do exactly that - all while running a single center!

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Topics: Call Center Management, Call Center Operations

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

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