ChaseData Call Center Software Blog

Improving the Language You Use With Customers

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

The way you speak to your customers is the backbone of how your business functions. When it comes to customer interaction, the call center relies almost exclusively on conversations. The language you use with your consumers - whether they are callers in an inbound center or clients in an outbound calling facility - can make all the difference in how you are received.

Here, we will discuss how language impacts customer interaction - and the role of training and technology in preparing your agents for success in using it to its fullest potential in your center.

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Topics: Call Center Management, Call Center Operations

How Your IVR System Could Be Hampering Your Center’s Performance

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

Most modern call centers rely at least partially on an IVR system. The IVR - or interactive voice response - system is an integral part of modern customer service. Providing self-service freedom for consumers when done correctly, it can help direct call flow traffic effectively without additional cost - but only when done properly.

Could your IVR system be doing more harm than good for your contact center? If you’re using the wrong technology - or approaching the technique the wrong way - there’s a chance that the answer is yes. Here’s how to know if your contact center’s IVR system is a bigger problem than a solution - and how to fix it:

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Topics: Call Center IVR, Call Center Operations

Does a Start-Up Need a Call Center Solution?

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

These days, it seems like every company has a customer service hotline. Whether the product you purchased doesn’t perform up to standard or the service you paid for isn’t adequate, you can seemingly always contact the customer support line associated with the company you did business with and have your questions or concerns addressed. “Give them a call,” has become a standard conversational response whenever someone complains that something they paid for isn’t meeting their expectations.

But what about today’s smallest, newest businesses? What about the start-ups, the brand-new companies that are hatching from the brains of tech-savvy teen or recent college graduates? What about these micro-businesses, which are almost wholly reliant on things like crowdfunding just to get their start? Do they have the need - or the room in their budget - for a call center solution?

Here’s what you need to know about bringing together the unlikely pairing of the start-up business and the customer service call center - and how today’s call center solution can be made to fit and meet almost any business or consumer need:

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Topics: Call Center Software, Call Center Operations

Creating Consumer Feedback Surveys People Will Actually Take

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

The benefits of consumer feedback surveys are well-documented in the contact center and customer service industries. What is less well-known is an approach for getting consumers to actually take those surveys and provide meaningful information.

Consumer feedback surveys are notorious for being disliked and written off as boring, unnecessary, or a waste of time by customers who are presented with them. Even when presented with incentives, people generally overlook these surveys. With that in mind, how are companies who rely on the information gleaned from them supposed to compile that data? What can be done to encourage consumers to actually participate in surveys rather than seeing them as an inconvenience?

Here are some tips from industry insiders on creating consumer feedback surveys that your customers and clients will actually want to take:

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Topics: Call Center Management, Call Center Operations

At-Home Training for Call Center Agents

Posted by Ahmed Macklai on Oct 14, 2019 7:30:00 AM

Training is one of the most important things a call center agent can do to improve their performance. Think of it as a formula for success in your contact center. No matter how long an agent has been working, there is always something new to learn and, therefore, new reasons to train.

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Topics: Call Center Management, Call Center Operations

Turning Call Center Leads into Sales

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

Your call center leads are like potential money in your pocket. When you view them as such, you can see just how important it is to follow up properly on each and every one. However, your leads are also living, breathing human beings - not just dollar signs. You have to nurture the relationship you have with each of them the same way you would with your friends or relatives.

How can you balance these two seemingly diametrically opposed types of relationships? How can you have both a personable and professional interaction with each of your leads? What can you do to turn the maximum number of these leads into sales without making the people behind the numbers feel like nothing more than an account on your list?

Read on to learn more about how to effectively handle your call center leads and what to do to make the most of each one!

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Topics: Call Center Management, Call Center Operations

The Role of NLP in Call Center Automation

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

Today’s contact centers have to move at lightning-fast speeds. When you think about the number of connections modern call center agents make on an average hourly basis, it’s astounding - especially in comparison to those made by the typical person in an office setting or another professional environment! It only makes sense that so many of these facilities rely so heavily on call center automation to make it all happen.

Call center automation has evolved tremendously since its early days. What was once a slightly sped-up version of manual dialing and directing of calls is now a fully-featured interaction between humans and artificial intelligence. This kind of interaction is made possible through a technology known as NLP - natural language processing - and makes a major difference in the way machines and programs understand human communication.

Here’s what you need to know about the role of NLP in your contact center - and what you could be doing to get more out of this technology.

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Topics: Call Center Management, Call Center Operations

How to Be More Personable with Your Callers

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

People who are cheerful and sound chipper on the phone are more successful as contact center agents. That’s a fact that is easy to understand. After all, wouldn’t you be happier as a consumer to interact with someone who sounded happy to speak with you?

The problem is most people who work in call centers either field or make hundreds or even thousands of phone calls every day. Often, these calls are very similar in their pattern or scripting. This makes the work tedious and frustrating at times - and it can make it very difficult to remain happy and positive on the phone.

Here are a few industry insider tips for being the best version of yourself as a call center agent and sounding as pleasant as possible while you chat with your callers or clients. By the time you finish reading these tricks, you just might be smiling for real!

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Topics: Call Center Operations

Extended business hours - today's best bet for call centers

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

How often do your consumers call your center only to be greeted by long wait times or worse - an automated recording letting them know that you are unavailable during non-business hours? Nothing upsets the modern customer like not being able to handle their business when and where they need to. If you want your business to be the kind that captures and holds consumer attention - and satisfies their needs - you should consider extended contact center hours of operation.

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Topics: Call Center Management, Call Center Operations

Motivate and Improve Call Center Agent Performance

Posted by Ahmed Macklai on Sep 3, 2019 7:30:00 AM

As a call center team leader or manager, you take pride in your facility and staff. You undoubtedly have a hardworking team that does a great job in serving customers and clients every day. Right now, you can probably think of a few people, in particular, who are worthy of praise for their excellent performance.

But what about those at the other end of the spectrum? What about the members of your team who are struggling? What can be done to bring them up to speed - or are they simply a lost cause? Here, we’ll show you how a fresh perspective can give you a whole new way to approach the problem of underperforming agents - and fix it for good!

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Topics: Call Center Management, Call Center Operations

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