The SHAKEN/STIR Deadline is Here
If you’ve been in the call center or telemarketing industry for a while, you’re likely familiar with the SHAKEN/STIR or STIR/SHAKEN protocol. This technology, developed in response to the Federal Communications Commission’s calls for the industry to find a way to stop robocalls, relies on digital certificates to authentic the origin of a call as it is being placed. Through a number of steps, the technology ensures that the phone number making the call has not been spoofed, so that people on the receiving end of calls can trust that the callers are who they say they are and [...]
Sales Leadership Best Practices for Hybrid Call Centers
"Nearly 30% of working professionals would quit if they had to return to office after pandemic." (USA Today) Most call center leaders could not have imagined going from having agents in their office to having them all work from home. Last year changed all that around the globe. Some organizations handled the transition well with teams that kept their selling effectiveness and productivity high. Many struggled with how to lead their team without being able to see them walk over to their desk, nor have meetings in person. Now as the country (and many parts of the world) starts to allow people [...]
New to CallShaper? 4 Things You Can Integrate into the System
New to CallShaper? 4 Things You Can Integrate into the System Have you recently transitioned from using a different dialer software to using CallShaper? If so, welcome! We’re excited to have you. If you were previously using a different dialer, chances are you were using a number of other systems and technologies as well. Fortunately, CallShaper’s integration options make it easy to integrate your existing programs and assets with the system so you can have everything in one place. Here are four things you can effortlessly integrate into your dialer. External Scripts If you have existing call scripts your [...]
Why 2020 Was a Breakthrough Year for Cloud-Based Dialers
Even though the cloud and cloud-based apps and systems have been around for many years, the average person on the street is likely still unsure of exactly what the cloud is and how you access it. And even after explaining it, a large question still remains: Why do I need to use it for my business? For many years, there were benefits to choosing cloud-based software but as long as all your employees worked out of a single office it wasn’t a necessity. Premised-based systems were perfectly adequate and offices were seen as the optimal setting for businesses to [...]
CallShaper FAQs How do you control leads in CallShaper?
Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: How do you control the calling of leads in CallShaper? With CallShaper’s leading dialer platform, you have total control over how you utilize your leads and multiple ways you can organize them. First, you can organize your leads into buckets, or groups that will be routed to your agents together. These buckets can be based on where the leads came from, when you obtained them (calling the newest leads before the oldest) or how frequently they have been used (calling [...]
Addressing the Biggest Challenges Facing Call Centers
Running a call center, whether it’s inbound or outbound, is a tricky business. There are many factors, large and small, that can influence if a business succeeds or fails. That’s why folks like CallShaper who are in the call center business are constantly working to identify these challenges, how they can influence call center success and how to address and solve them. Here, some of the ways we are addressing the biggest challenges facing call centers. The Challenge: Connecting with Leads This is a challenge facing both inbound and outbound call centers. For inbound call centers, it can be [...]
Three Tools to Optimize Agents’ WFH Experience
The number of call center agents working from home has drastically increased over the last year and many of them expect to continue working from home for the foreseeable future. While it can be challenging to create a designated workspace at home, especially if there are others in the household trying to do the same, having the tools and equipment that will make agents’ jobs easier and smoother can go far towards optimizing the work from home experience. Here, three supplies that will do just that. High Quality Headphones As long as a company is using a cloud-based call [...]
Everything You Can Learn with Real Time Reporting
Detailed reports are critical to measuring the performance of your team in real time and after work hours. But in order to be helpful, reports need to measure things that you can actively use to improve your team’s conversion rates and sales as well as ensure that they are working efficiently. At CallShaper, we offer a variety of metrics that supervisors can view and track in real time to help them measure and monitor agent performance. Those metrics include: Team and Individual Performance: On their dashboard, supervisors can see what all their agents are up to as well as [...]
Dialer Compliance Guide
As a call center professional, you know the difficulty that goes into choosing the right systems and solutions for your business. As call center professionals ourselves, we know you work hard to identify the right software for the projects that your teams are taking on and we understand that regulations can make it tough to find the right solution. We also know that it’s hard to find a list of the right questions to ask and the different features you need to consider when searching for the right system. To help call center professionals, CallShaper has created a new COMPREHENSIVE [...]
Customer Spotlight: Telepoint Communications
Each month, we will be sharing a testimonial from one of CallShaper’s customers in an effort to share feedback and information on what our customers love about the platform. This month, we spoke with Alberto Riccelli, Chief Operations Officer at Telepoint Communications, Inc. What does Telepoint Communications do? Telepoint is a call center that focuses primarily on Market Research, Settlement Administration and Customer Service How long have you been using CallShaper? We have been using CallShaper for about 1 year. How do you use CallShaper? We use CallShaper for all of our inbound and outbound calls. For inbound calling, we use [...]
How Good is Your Training? The Importance of Scorecards
Operating a business or a campaign using a call center means that, by nature, your business does not have a face. But it does have a voice, and that voice is the agents who are making and answering calls and speaking to customers. Indeed, you could be offering the most highly sought-after product in the world—but if your agents don’t know how to sell it properly, you won’t move a single unit. That’s why proper and effective training is so key. Your agents must not only be fluent in top selling points but also know how to keep a [...]
CallShaper FAQs: Does CallShaper have online scripting?
Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Does CallShaper have online scripting available? Yes! CallShaper has a dynamic scripting interface that is easy to edit and adjust as needed. Instead of relying on your agents to remember every single thing they need to know and do over the course of a call, scripting allows you to create a route for them to follow that ensures they will ask the right questions, collect the right information and provide all the key selling points on every call, helping them [...]
3 Ways a Lengthy Call History Strengthens Campaigns
Depending on the number of agents you employ, the size of your campaign and the target markets, there are likely hundreds of calls happening every day. It is impossible for supervisors to monitor this many calls in real time but knowing what is going on during these calls can provide information that may prove crucial to strengthening your campaign in the long run. The solution: Keeping a lengthy call history (assuming that permission to record is obtained with each call) so that supervisors can go back and mine past calls for helpful data. This can be helpful in a [...]
Customer Spotlight: HealthyBOS
Each month, we will be sharing a testimonial from one of CallShaper’s customers in an effort to share feedback and information on what our customers love about the platform. First up, we spoke with Tammy Bishop, President of HealthyBOS. What does HealthyBOS do? We provide back office services (like data entry, insurance verification and testing results) for healthcare providers. How long have you been using CallShaper? For five years. How do you use CallShaper? We use it for agent management and outbound calling. We also track our pay time and staff KPIs through the platform. What is your favorite [...]
5 Ways Supervisors Can Oversee in Real Time
CallShaper’s cloud-based platform allows for all members of a team or campaign to be located in different parts of the world while still doing their jobs successfully—and that includes supervisors. While in years past a supervisor’s job may have involved peeking their head out of their office or taking walks around a sales floor, the supervisor interface with CallShaper allows the person in this key role to do all that and more without ever getting up from their computer. Here, five ways that supervisors can oversee and assist their teams in real time. Chat: This simple feature allows for [...]