ChaseData Call Center Software Blog

What to Look for in Your Upgraded Outbound Dialer

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

When you’re running an outbound call center, your dialer can make all the difference in how smoothly daily operations go. For older or smaller centers, your dialer may be as simple as the hands of your employees. However, larger and more modern centers rely heavily on automatic dialers - and choosing the right one can be difficult.

If you are in the market for an upgraded outbound dialer or simply want to introduce automatic dialing to your facility for the first time, it pays to know what you’re looking for. Here, we’ve compiled a list of some of the most popular qualities contact centers look for in an upgraded outbound dialer. With these in hand, you can make an educated decision about the technology that will drive your business forward into a more successful future!

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Topics: Call Center Software, Predictive Dialer

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

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

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

Why You Should Overhaul Your Outbound Calling Software

Posted by Ahmed Macklai on Dec 23, 2019 7:30:00 AM

How well is your current outbound calling software serving your center? If yours is like most in operation today, you might answer that things are going just fine with your dialer - but is fine really good enough?

If excellence is what you’re after, it might be time to think about overhauling your outbound calling software and switching to a new type of dialer to help you meet your goals. Not sure which type of dialer is best for your center? Read on to learn more about each - and find the one that fits your needs!

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Topics: Call Center Software, Predictive Dialer

Myth-Busting Industry Ideas About Local Presence Dialers

Posted by Ahmed Macklai on Dec 10, 2019 7:30:00 AM

How many times have you seen a number pop up on your home phone or cellphone’s caller ID and seen that it was a long-distance number and decided not to answer it? If you’re like most people, you probably think, “I don’t know anyone from that area code,” and then disregard the call entirely. The call goes unanswered and you move on with your day.

Now, let’s turn the narrative around. What happens when the number that appears has a local area code? Does this change the story at all for you? Again, if you’re like most people, it makes a marked difference.

For most people, seeing a local area code associated with an unfamiliar phone number makes it more likely that they will pick up. If you work in a contact center or otherwise make calls for a living, you may wish that you had a way to call from different area codes so that you could always be “local” to the people you were trying to reach. That might increase the chances that they would actually answer, after all - but how could you possibly call from all over the country without hopping on a plane and making calls midair?

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Topics: Call Center Software, Call Center Operations

How Using Predictive Dialer Software for Accounts Receivable Increases Settled Accounts

Posted by Ahmed Macklai on Dec 9, 2019 7:30:00 AM

Working in debt collection means contacting people who don’t want to be contacted. Whether people are actively avoiding their debts or have simply forgotten them, reminding them that they owe your company or one that you are partnering with money is bound to elicit a reaction. Too often, that reaction is a negative one.

However, that doesn’t mean that debt collection efforts can’t be successful. In this industry, call quantity rules even over quality. This makes predictive dialer software for accounts receivable a natural choice.

Here’s more about why:

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Topics: Call Center Software, Predictive Dialer

How Outbound Calling Software Streamlines Agent Productivity

Posted by Ahmed Macklai on Nov 29, 2019 7:30:00 AM

Productivity is perhaps the most important factor in success when it comes to being a contact center agent. The more calls you can make - correctly - the better suited you are to working in an outbound center. Quick fingers and quick minds make great agents!

However, there are plenty of tools and technology that make being a successful agent easier. One of the key elements of making enough calls in an outbound center is the right outbound calling software. In most of today’s centers, automated dialers are responsible for helping to make things happen.

What kind of automatic dialer could your center make the best use of - and what kind of impact would it have on your agents’ productivity? When you make the right choice of outbound calling software, the answer is a positive impact - one that you might have never seen coming!

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Topics: Call Center Software, Predictive Dialer

Improving Your Live Chat Feature to Enhance Customer Service

Posted by Ahmed Macklai on Nov 22, 2019 7:30:00 AM

Considering most of today’s most successful contact centers are taking an omnichannel approach to customer service, it only makes sense that live chat has become a focus among them. This technique brings together automation and live service - the best of both worlds. However, that only applies when it is being used correctly.

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Topics: Call Center Software, Call Center Management

The Right Way to Use Contact Center SMS

Posted by Ahmed Macklai on Nov 9, 2019 7:30:00 AM

Are you looking to integrate a more fully-featured contact center SMS solution into your customer service approach? If so, you’re not alone; this is a common strategy among many of today’s most successful centers. Consumers live with their phones close at hand, so it only makes sense to make your services available in a format that is easily accessed via mobile.

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Topics: Call Center Software, Call Center Operations

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