Call Center Preparation for the Coronavirus
Call Center Preparation for the Coronavirus Call centers are a hub of germs! Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside without fresh air every day, and they share bathrooms and breakrooms. If someone in your call center gets the coronavirus, it could spread quickly! Having your call center quarantined can result in lost revenue and lost clients! What can you do to prepare? Keep disinfectant wipes and sanitizer everywhere Have the reps wipe down their whole workstation at the beginning and end of their shift Do not let supervisors take [...]
The Key to Making a Call Center Agent’s Job a Cinch
When a call center agent clocks in, puts on a headset and begins dialing, it’s difficult to say how many calls he or she will complete over the course of a day or what sort of issues will come up. But the one thing that will ensure that the agent can do his or her job confidently, consistently, and up to the company’s standards is an intuitive and easy-to-use scripting interface. With the right features, the agent will be able to convert more leads, make more sales and meet goals and benchmarks that much faster. What are some of these [...]
Finding Success with Call Center Solution Provider
Discovering A Call Center Solution Provider Right or wrong, the customer is always right. We have learned, lived and breathed this adage as call center owners and managers. We have shared this simple yet pertinent sentence with our agents in order to provide the best in customer service. Perhaps an old saying, the fact that the customer is always right is now more important to remember and put into play more than ever. As a matter of fact, 52% of people around the globe believe that companies need to take action on feedback provided by their customers. Microsoft Basically, if [...]
Make Call Center Reporting Software Your Next Best Hire
Call Center Reporting Software for Your Organization Imagine, for a moment, having one employee who can extract data, ensure real-time data connections and track the performance metrics of your call center. Now, add in the ability to track operational metrics and handle multiple distribution options. Sound too good to be true? It probably is, as it is nearly impossible to find an individual employee who can fill all of these roles with efficiency. And as you know hiring a new employee requires more money, additional space, training time and the possibility that it will not work out. But don’t be [...]
Why Online Scripting Is So Important To Your Call Center
Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service agents. Here is why: You can prompt them to ask the right questions on every call. They can capture all the required data fields online in the right format with data validation of each field. Complex branching based on customer responses can be built into the script to ensure the reps follow the right call flow. All the key selling points can be scripted out for sales reps, so they don’t miss anything important, and so [...]
Why You Need a Call Center Monitoring Software
Benefits of Call Center Monitoring Software Interactive. Comprehensive. Integrated. And did we mention user-friendly and affordable? Designed for call center success, call center monitoring software, also known as call center management software and call center tracking software, provides communication and telephony to the call center environment. Shaped to provide the best in customer service, call center monitoring software offers all-in-one communication solutions via voice, email, chat and social media, for call centers small and large. Call center monitoring software is intended to handle requests and queries from callers, send multi-media messages and manage the database as a whole. Needless to [...]
Upgrade Service with Call Center Recording Software
Discover Recording Software This call may be monitored or recorded for quality assurance purposes. We have all heard this recording on a call, whether inbound or outbound. But does it really mean? Simply put- these recordings ensure that the quality of each and every call is handled to meet customer expectations. Call centers really do listen to what customers and clients are saying. Recording software records details of inbound and outbound calls, ensuring that no pertinent metric is missed. No matter how detail-oriented your agents may be, it is only normal to make mistakes. Call center recording software is there [...]
Capture Your Data with Call Center Analytics Software
Track Performance and Exceed Expectations with Call Center Analytics Software Call center analytics software is software that enables agents in call centers to capture and track important data from inbound and outbound callers. Call center analytics software most often bases standard metrics on the number of times a client calls to find answers to their questions, the length of the calls and overall customer satisfaction. Then stored safely in your call center database, customer metrics by configuring and converting the captured information for quality management of agent/client interactions. Did you know… 66% of call center businesses are looking forward to [...]
Find Success via Automatic Call Distribution Software
Why You Need Call Distribution Software Effective. Professional. Optimized. Three words that exemplify the benefits of utilizing Automatic Call Distribution software (ACDs), a telephony system that answers incoming calls and routes them to a specific department or agent specialist within a company. Wondering why ACDs are beneficial to implement? Consider this exciting statistic: A 1% improvement in first Call Response = $276,000 in annual operational savings for the average call center.1 CallShaper, originator of a cutting-edge cloud-based call center platform for efficiency, can help you achieve and succeed this improvement percentage while implementing a stellar service experience for all of [...]
Do You Need Call Center Workforce Management Software?
How This Management Software Can Help Advance Your Business We depend on technology more than ever. Long gone are the days of agents sitting at a desk with a phone, and notepad jotting down information. One call at a time. Although proven successful in the past, it is imminent to stay one step ahead of the competition and the way to accomplish that goal is via technology. Quality of service, productivity and effective management Call center workforce management software will increase first call resolution (FCR). Considered the top metric for optimizing a customer’s complete experience, FCR helps managers identify issues [...]
Recipe for Success: 5 Advantages of Web-Based Dialers
Keeping your agents focused on making sales can be a challenge in today’s call centers. In a recent blog post we discussed these problems that range from inaccurate reporting; working with outdated legacy systems; and managing evolving customer expectations. The solution is to combating these old and new challenges is a web-based dialer. With this type of dialer, you easily have a range of choices that are efficient, affordable, and TCPA compliant. Let’s explore the top five benefits of web-based dialers: Increased sales. With web-based dialers, you benefit from fast cloud deployment and no call center hardware maintenance costs – [...]
The Benefits of a Call Center Management Software
The most successful call centers have integrated technology into their business. A backbone to call center success is call center management software. A multiple communication business management system allows businesses to provide a positive and optimal experience for their customers. This can be achieved by learning, training and properly utilizing the software to reap every advantage the call center management software has to offer. The customer always comes first Studies have shown that customers most common annoyances when working with a call center include: unresolved issues, knowledge without ability for resolution and repetition of providing information. According to Microsoft’s [...]
Why do our customers LOVE CallShaper?
Three things—Compliance, Contact Rates and Ease of Use Compliance “When I get look ups, I can respond in seconds with the full call history, call recordings, and proof of consent. It is so easy to look up records and CallShaper maintains the records indefinitely.” CallShaper allows you to search campaigns by phone number or customer name and pull up the full call history in seconds. You can see each attempt made, the call result of each attempt, and pull the recordings with a click of a button. And you can store the proof of consent information with the record, so [...]
Top 5 Benefits of Predictive Dialers For Your Sales-Focused Call Center
In today’s call center environment, it’s important for your business to use a system that works in harmony with your workforce. So, in order to understand how you can best leverage your call center and keep agents efficient, below are the top 5 benefits of predictive dialers for your sales-focused call center. Diverse and Multifunctional. Predictive dialing software does a lot of work in the background. For example, predictive dialers are enhanced with statistical algorithms to increase the number of calls made within the day, automate the process of handling calls and reduce the incidents that would otherwise lead to [...]
Integrating A Call Center Dialer Software
Help Your Business Find Success Using Call Center Dialer Software As call center business owners, we come up with ideas. If we find problems, we discover solutions. Taking into consideration the vast areas that call centers can now reach, it is pertinent for agents to make as many calls as possible while still providing the level of personal customer service that is so valued by clients. Based on the foundation of continual efficiency and productivity, a call center business can only survive on two things: successful agents and updated technology. Call dialer software can provide the solutions for agents [...]