ChaseData Call Center Software Blog

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

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

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

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

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

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