ChaseData Call Center Software Blog

Increase Call Center Productivity During the COVID-19 Outbreak

Posted by Ahmed Macklai on Jul 1, 2020 9:03:24 AM

With the COVID-19 outbreak well under way, many call centers are dealing with much higher call volume than normal, as customers and citizens call into businesses and organizations to inquire about how they are handling the outbreak at their physical locations (think retailers, medical facilities, banks, etc.). Questions about safety measures, protective equipment rules, etc. are often the source of the increased volume, while at the same time, call centers are struggling to transition staff to WFH, implementing social distancing in the call center, and a host of other COVID-19  “new normals.”

During this time, you might be wondering how exactly to maintain or even increase the productivity of your call center agents, especially as many employees are now working remotely for the first time. 

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Topics: Call Center Management, Call Center Operations

Managing Healthcare Calls While Working From Home during COVID-19

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

As the COVID-19 outbreak continues to unfold, many health insurance organizations are receiving much higher call volume than normal, with patients calling to ask how the organization is handling the COVID-19 outbreak. If you’re a health insurance organization dealing with COVID-19, you are likely receiving thousands or even tens of thousands of calls from patients inquiring about specific benefits and coverage policies as they pertain to telehealth services or home health visits during the outbreak.

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Topics: Call Center Management, Call Center Operations

How to Add Remote Call Center Agents to Your Team

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

As the COVID-19 crisis continues, many call centers have gone remote. This is the perfect time to add more remote contract call center agents to your team. Virtually everyone is at home social distancing and this has caused a spike in call center volume worldwide. Callers are now calling instead of visiting physical locations due to COVID-19 shutdowns and more sales calls are being answered.

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Topics: Call Center Management, Call Center Operations

Quickly Setting Up Remote Call Centers

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

If your business or organization is in the midst of a global pandemic like COVID-19, most of your call center employees will likely be working from home as result of government quarantining and other attempts at flatten the rate of infection curve. 

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Topics: Call Center Management, Call Center Operations

Call Center Managers' Guide to Managing Remote Call Center Agents

Posted by Ahmed Macklai on Apr 1, 2020 7:30:00 AM

We are all in the middle of a global pandemic outbreak right now, and if you are using ChaseData CCaaS, more and more of your call center agents are working from home. It is imperative that you know how to best manage remote agents while dealing with potentially higher than expected call volumes.

The more the number of COVID-19 cases grows across the world, states, counties and cities are even issuing emergency orders to shut down any facility where people are likely to gather and spread the virus. In recent weeks, we have all witnessed school closures, suspensions of sporting events, closure of non-essential business and yes, order to close call centers.

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Topics: Call Center Management

How Healthcare Uses ChaseData to Handle Higher COVID-19 Call Volume

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

If you’re a health insurance company dealing with a global pandemic like COVID-19, you may be experiencing higher call volume to your call center at this time. There are likely to be thousands or even tens of thousands of people calling to ask about your company’s specific benefits and coverage policies, especially as they pertain to telehealth services or home health visits, during the coronavirus.

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Topics: Call Center Management, Call Center Operations

Using Call Center Software to Deliver Personalized Voicemail Messages

Posted by Ahmed Macklai on Mar 25, 2020 7:30:00 AM

Call centers are all at the center of a global pandemic outbreak right now, and are more than likely experiencing higher call volume at the very moment that governments are mandating social distancing and other measures. In a worst case scenario, you may be ordered to close physical call center operations in the interest of combating COVID-19’s spread.

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Topics: Call Center Software, Call Center Management

Using Consumer Data to One-Up Your Competitors

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

No matter what your industry, getting an advantage on your competitors is something every business wants. Wouldn’t it be great if you had access to something that could give you that advantage - all without breaking the budget? If you have consumer data - and every business does - then you already have everything you need!

The problem is that many companies don’t understand how to utilize the consumer data they have access to. That information is useless if you can’t put it to work for you, so being able to do so is imperative to the success of your center.

Here’s how to really get the most out of consumer data and use it to its fullest potential to improve your facility and better serve your consumers - all while outpacing your competitors!

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Topics: Call Center Management

Solving Your Call Center Managers’ Biggest Problems

Posted by Ahmed Macklai on Mar 16, 2020 7:30:00 AM

Your call center staff handles a lot, every day. From irritable consumers to stressful deadlines and goals, your agents may sometimes seem like superheroes, getting it all done. And who leads those teams of courageous agents? If you’re lucky, it’s an equally full-mettle team of call center managers.

What are the biggest problems facing your call center managers - and how can you help alleviate some of them? If you’re looking to streamline daily operations and make life easier for the team members pulling the most weight, check out this list of call center managers’ biggest problems and how to address them quickly and effectively.

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Topics: Call Center Management

What You Need to Know About Call Recording Laws

Posted by Ahmed Macklai on Mar 12, 2020 7:30:00 AM

Call recording is an ideal solution for contact centers to improve both training approaches and customer satisfaction levels. It can be used to create training materials based on actual calls that have transpired in the center, as well as to train individual agents based on their own unique strengths and weaknesses. It can also help to create goals that can be used to improve overall agent performance and work toward improving the customer experience. These are just some of the reasons call recording is so widely employed in call centers around the world today.

However, there are laws that govern the use of recording technology. Understanding call recording laws and their place in the world of the call center will help you make your facility its best - all while staying well within the law.

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Topics: Call Center Management, Call Center Operations