How to Limit Agent Turnover in 2022
It’s not news that the COVID-19 pandemic has drastically impacted the economy and the workforce, forcing people to rethink the type of lifestyle the want and the type of job or career that will best support that. This shift in worker thinking has also forced employers to reevaluate how they are treating their employees and what they can do to find and hold onto the type of people they want working for and representing their company. Here are some steps you can take to limit agent turnover in the coming year. Consider Embracing Remote Work for Good The [...]
Why CallShaper is the Best for Sales-Focused Call Centers
Call centers serve numerous functions in business today. There are fully staffed inbound call centers that field inquiries and requests from customers and clients and deal with things like order processing and tech support. There are automated call centers that help organizations stay in touch with their customers, sending things like appointment and scheduling reminders and account updates. Then there are outbound call centers, which can handle tasks like appointment setting, market research and sales. A sales-focused outbound call center is going to need different and specialized tools and capabilities in their dialing software than almost any other call [...]
3 Keys to Success as a Call Center Manager
Managing a call center is a tough job (especially in the current moment when many call center agents are working from home). Even so, there are steps you can take as a manager to make your job smoother and bring out the best in your employees. Here, three keys to success as a call center manager. Hire the Right Agents It’s no surprise that who the agents are plays a critical role in the success of a call center. As the manager, it’s your responsibility to take the time to thoroughly evaluate potential agents for your call [...]
Why Caller ID is the Key to Success in Telemarketing
Remember the days when phones didn’t have screens, just buttons? And they were attached to cords that were plugged into the wall? In those days, answer the phone was exciting, perhaps even thrilling. Even if you were expecting someone to call, you were never quite sure who was on the other end when the phone started ringing. That all changed when landlines got caller ID and when cell phones and smartphones became more widely owned. Now you could see who was calling and decide whether or not to answer the phone accordingly. Then that changed again as carriers started [...]
3 Ways You Can Route Inbound Calls
With the help of an interactive voice responder (IVR), you have the tools to help callers to your inbound call center solve their problems or achieve their goals in the most efficient, painless way possible. One strategy that will help you do this is to edit and curate the options in the IVR to best suit the needs of your callers and the solutions they are looking for. While the best way to do this is to track calls and adjust your IVR and menu options as you go based on the calls you receive, there are also simple [...]
Optimize Team Performance with Customizable Scorecards
Being a manager or a supervisor is a busy job. You’re expected to provide guidance to and keep tabs on your team, all while completing your own tasks and responsibilities. Such a busy work schedule provides little time for evaluating your team’s performance and providing the necessary feedback to improve connections or increase sales. The solution: Customizable scorecards that streamline the evaluation process. Supervisors don’t have time to answer or scroll past questions or categories on a pre-templated scorecard that they don’t care about. With fully customizable scorecards, they can only include the specific questions they are interested in [...]
Three Lists That Will Ensure Maximum DNC Compliance
Maintaining up-to-date knowledge of Do Not Call (or DNC) lists is incredibly beneficial for an outbound campaign. Your agents won’t waste time dialing people who will not become customers and your company won’t be at risk for litigation or becoming the subject of a boycott or smear campaign. In order to maintain maximum DNC compliance, there are three lists (or categories of lists) that you need to keep an eye on. National Do Not Call Registry The National Do Not Call Registry is just as it sounds: a nationwide list that telemarketers must abide by. At DoNotCall.gov, people [...]
4 Things to Look for in a Quality Lead Source
Telemarketers need leads and those leads need to come from somewhere. A simple internet search will reveal that there are lots of lead brokers out there, yet each one is going to have slightly different offerings, which means that some might be better suited to your company and your product than others. Here are four characteristics to consider when you’re looking for a quality lead source. Price Different lead brokers are going to price their offerings differently and it’s up to you to decide on the best pricing structure for your business. Some charge by the lead or [...]
Introducing CallerID AutoPilot
Do you want to see what’s happening with your phone numbers in real time? Well, with CallerID AutoPilot, the newest program from CallShaper, you can! CallerID AutoPilot is designed to improve your reputation, protect your brand and increase connection rates on outbound campaigns by severely limiting the chances that your calls are labeled as spam. Clients who tested CallerID AutoPilot have seen a more than 10% increase in connection rate, plus an increase in sales and an improved customer experience. How does it work? CallerID AutoPilot helps up your connection rates, increase sales efficiency and improve your reputation in two phases. In [...]
The Importance of a Personal Connection
When a customer calls an inbound call center, more often than not it is because they aren’t in a great place. Maybe they received the wrong product, had a bad customer service experience, or are trying to get more information on an order that is not proceeding as planned. The specific reason for their call aside, most people are calling because they are struggling with something and that struggle is causing them strife. When someone calls a call center from this type of emotional place, there is one thing they are looking for (besides a solution to their problem): [...]
CallShaper FAQs: Can I track media costs and cost per sale with CallShaper?
Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Can I track media costs and cost per sale with CallShaper? Yes you can, and it can be incredibly helpful to your bottom line to do so. The reason: It may be easy for you to see what percentage of your company’s overall budget you are spending on media and advertising, but that doesn’t tell you anything about if that spending is translating into sales. If you’re spending a lot of money on what you think is effective advertising [...]
How Zapier Makes Integration a Cinch
When new customers begin using CallShaper, we strive to make the transition as simple and as painless as possible. By providing a robust help center, customized trainings and offering “white glove” customer support, we are always there when agents or supervisors have questions about the dialer. But perhaps even more important than the support we offer is our Zapier integration, which allows you to effortlessly connect CallShaper to any other applications or software you are using to run your business. Zapier is a web-based platform that connects all your apps and automates your workflow. Essentially, it does all the [...]
4 Tips for Writing a Positive Script
Having an easy-to-navigate and interactive scripting interface like that available with CallShaper can go far towards improving the experience and efficiency of your agents—but if the script itself is lacking, they will be at a disadvantage before the call even begins. When writing a script for both inbound and outbound call centers, the key is to create a positive experience for the customer. Here are four tips for how to do so. Lead with the most approachable option. If you’re running an outbound sales campaign or you have interested buyers calling in response to media or advertising, choosing the [...]
Three Questions to Ask Before Moving to the Cloud
There are numerous benefits to moving your call center business to the cloud, especially today when many companies are establishing hybrid or fully remote business models. But before you make the leap, there are a few questions you should ask yourself to prepare your business and your team for the transition. How do your employees communicate? Transitioning from a premise-based system to a cloud-based system is going to change the way your employees communicate with one another. If most of your training, meetings and team building and bonding take place (or historically took place) in person, you’ll need [...]
CallShaper FAQ: Does CallShaper record calls?
CallShaper FAQ: Does CallShaper record calls? Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Does CallShaper record calls? The short answer is yes, CallShaper’s dialing software records 100% of the calls made as part of your campaign. There are numerous benefits to this feature. First, recordings help keep your team accountable, ensuring that they are following scripts and taking all the possible and necessary steps to close a sale. In addition to holding team members accountable, these recordings can also be helpful for training new employees and/or [...]