What Our Customers Are Saying About CallShaper
At CallShaper, the customer experience is the most important thing. We pride ourselves on having a dialing platform that is easy to navigate with minimal training and simple to optimize to fit the needs of any company or campaign. So when our customers speak to us, we listen. Our five-star rating on Capterra means a lot to us and we use the feedback we receive to improve our products, plus inform new and existing customers about the most popular features on our platform. Here, what some of our satisfied customers are saying about CallShaper. Sevin B., Director of Technical [...]
Introducing Caller ID AutoPilot from CallShaper!
Have your call center’s connection rates been lagging? Have your attempts to improve them failed? The most critical piece to running a successful call center is connecting with the customers. But new technology coupled with strict rules and regulations has made that increasingly difficult. Enter Caller ID AutoPilot. Designed to improve your reputation, protect your brand and increase connection rates on outbound campaigns, Caller ID AutoPilot limits the chances that your calls are flagged or labeled as spam—all while giving you total visibility into the health and viability of your phone numbers. Here’s how it works: Before the campaign, [...]
How CallShaper Supports BPO
While companies would love to have every single aspect of their business handled in-house, that’s not always feasible or practical. Business process outsourcing (or BPO) allows companies to outsource tedious or time-consuming tasks, like administrative duties such as scheduling and appointment confirmation, as well as specialized roles such as accounting, payroll, customer service and human resources. Utilizing BPO provides instant access to experienced professionals and one or more headaches avoided, leaving more time to focus on things like product development, sales, operations and other elements that may play a more central role in growing the business. But one risk [...]
4 Ways to Increase Agent Productivity
Any call center is only as successful as its agents—and a successful agent is one that is both efficient and productive, meaning that they not only work through calls at a healthy clip but that each call also yields a positive outcome for both the business and the customer. Here are four ways you can ensure maximum agent productivity. Appropriate Staffing The simplest way to ensure that your agents are being productive is to make sure there are the appropriate number of agents working at any given time. If there are too many agents clocked in this can [...]
Why You Should be Forecasting Call Volume
No matter the role of your call center in your business, you want the people manning the phones to be as prepared as possible for anything and everything they might face on the job. Effective training plays a huge part in this to ensure that your agents know how to respond to different questions and different scenarios. But even if you and your team are completely prepared for any and all callers on the other end of the line there is something else you need to be prepared for: Call volume. Forecasting potential call volume is a critical piece [...]
The Role of the Carrier in Maintaining Call Center Compliance
There are many factors that come into play in order for an outbound call center to stay compliant with state and federal regulations regarding when and how you are able to call prospective customers. Many of those fall to the company and the dialer, such as ensuring that calls are being made to the correct regions at the correct times of day and that calls are not being made to numbers in the Do Not Call Registry. But there are also factors that are out of the company’s hands and fall into those of the carrier. Thanks to STIR/SHAKEN [...]
3 Tools Solar and Energy Companies Need in Call Center Software
The solar and energy sector is a constantly and rapidly growing industry. An energy company also has a lot of moving parts, from sales, support and administrative people in an office to the techs and installation crews out on the job. Without the right software, it can be difficult to keep all of these roles straight and ensure that processes are running as efficiently as possible. Here are three call center software tools that can help solar and energy companies stay capable and productive. Integrated Scripting While the folks out on the road are incredibly important to these [...]
Why Cloud-Based is Best for Hybrid Workplaces
Many companies that use call centers have changed to a fully remote work model over the last two years, while others have made the decision to have their employees return to the office. Others still have chosen to adopt a hybrid workplace model, where employees work from home for certain days of the week or a certain number of days per month and work from a central office on the remaining days. This hybrid option is shaping up to be the one many workers prefer, as it offers the flexibility to work from home alongside the social component of [...]
How CallShaper Supports Call Center Supervisors
“I’d like to speak to your supervisor,” is a phrase that call center agents undoubtedly hear often—likely more than they or their supervisors would hope. Even so, it’s not uncommon for customers to seek a second opinion or an alternative solution to their problem if they find the first one unsatisfactory (in most cases, by no fault of the agent delivering the solution). And if and when an agent does reach the point in a call at which they have run out of ways to be helpful, a supervisor may need to step in. CallShaper is well aware of [...]
3 Tools Insurance Companies Need in Call Center Software
Call center agents for insurance companies—whether that’s health, home, auto, life, or another type—play a critically important role for those businesses. Agents on the phone serve as the primary liaison between insurance companies and their customers—and in an industry that has a reputation for being difficult to navigate, a pleasant and helpful phone experience can go a long way towards fostering trust and goodwill between customers and the insurance company. But in order to be pleasant and helpful, agents need the correct tools and capabilities. Here are three tools that insurance companies need in their call center software. [...]
5 Reasons Data is Key to Success
If you’re trying to find someone in your company willing to sort through and analyze collected call data, you may be met with crickets. It’s a task that can be tedious and time-consuming, which is why a platform like CallShaper does most of the busy work of data collection, organization and analysis for you. That way, all you have to do is look at the results—and you should. Here are five reasons to take a deep dive into collected call data in order to optimize your business. It shows what drives sales. End-of-the-month or end-of-the-quarter sales numbers will [...]
The 3 “Y”s of CallShaper
CallShaper has grown and changed a lot since the platform was created in 2009. But even as the client base has expanded and the features have been refined and updated to suit their needs, the company’s goals for the software have not changed and the same three principles continue to drive it. We refer to those principles as the three “Y”s of CallShaper. They are: Simplicity. One of the things that separates CallShaper from other cloud-based dialing platforms is how simple it is to navigate and use. To get started with CallShaper, all you need is a short training [...]
4 Call Center Technology Trends for 2022
Call centers (especially those dealing with inbound customer calls) were greatly affected by the COVID-19 pandemic. As people spent more time at home they made more and more calls to customer service and support agents, many of which were complicated and difficult for agents to deal with. This trend has already begun shaping changes in call center technology and will continue to do so in 2022. Here, four trends to look out for in the coming year. More Advanced IVR When customers are calling an inbound call center, the vast majority expect whoever answers the phone to be [...]
CallShaper FAQs: Is CallShaper Good for Small Campaigns?
Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Is CallShaper good for small campaigns? Yes it is! CallShaper is a great choice for any size telemarketing campaign, but especially for companies and organizations with smaller teams and smaller campaigns. The biggest reason: The dialer features and tools you have access to on CallShaper do not change based on the size of your campaign. When you start using the dialer, you will be given the full swath of tools available, regardless of the size of your campaign—from dynamic [...]
3 Types of Media to Drive Inbound Call Traffic
Many inbound call centers are created to respond to the inquiries and requests of existing customers. But another important role of inbound call centers is to receive calls from potential customers responding to media advertisements and calling to follow up on advertised deals. Here are the three types of media designed to drive inbound traffic and some of the pros and cons of each. Print Known as the traditional form of media, print advertisements appear in newspapers and magazines as well as in things like brochures, leaflets, newsletters and mailers. Depending on the type of print media chosen, [...]