AI in Call Centers: Revolutionizing Quality Assurance
In a world where contact center teams are stretched thin and customer expectations are rising fast, the question isn’t if you should adopt AI—it’s how soon can you start? The contact center of 2025 demands more than good scripts and polite agents. It requires real-time feedback loops, scalable coaching, and total visibility across every conversation. That’s where AI-powered quality assurance AI-powered quality assurance (QA) enters the scene—and it’s a game changer. The Problem With Traditional QA Let’s face it: the average QA process is outdated. Only a fraction of calls are reviewed Supervisors spend hours listening instead of [...]
Why Modern Telephone Answering Services Still Matter in 2025
In an era dominated by chatbots and click-to-chat, you might assume the humble phone call is outdated. It’s not. In fact, for high-value industries — law firms, clinics, property managers, service pros — phone calls are still the #1 path to trust, conversion, and customer retention. The problem? Most teams can’t keep up. That’s where today’s intelligent Telephone Answering Services (TAS) come in. But let’s be clear — this isn’t your grandma’s message pad and voicemail. With platforms like CallShaper, TAS has evolved into a cloud-based, AI-powered, fully trackable system that blends the human touch with automation, real-time data, [...]
How to Start a Call Center: A Guide for Small Businesses
Learning how to start a call center can be a game-changer for small businesses, providing enhanced customer service, streamlined sales processes, and increased revenue opportunities. This guide will walk you through the essential steps to launch a successful call center, covering key aspects such as compliance, hiring, technology, and performance management. Business Planning for Your Call Center Defining Business Goals Before setting up a call center, it is crucial to outline your objectives: Improve customer support Increase sales conversions Reduce operational costs Choosing the Right Call Center Model Small businesses can choose between different call center types: Inbound Call [...]
CallShaper Productivity Features: 4 Upgrades to Boost Agents
In today’s fast-paced contact center world, your team can’t afford to fumble between channels, chase down updates, or get stuck in a one-call-at-a-time rhythm. That’s why we’ve introduced the powerful new CallShaper productivity features, built for the realities of real-time, high-volume, high-expectation communication. These premium add-ons are designed to give your agents more control, more visibility, and more speed—especially when they’re juggling complex workflows, after-hours coverage, or multiple campaigns. Here’s a closer look at what’s new—and why it matters for your team. 1. Multi-Call Handling: Say Goodbye to Bottlenecks Let’s face it: one call at a time doesn’t cut [...]
The Importance of TCPA Compliance for Call Centers in 2025
The Telephone Consumer Protection Act (TCPA) continues to be one of the most critical regulations governing call center operations. With increasing fines and evolving compliance requirements, businesses must stay ahead to mitigate costly penalties and maintain consumer trust. In this blog, we’ll explore the key aspects of TCPA compliance, best practices for adherence, and how CallShaper’s advanced technology can support call centers in meeting regulatory standards. Key Compliance Considerations Understanding TCPA Regulations The TCPA, enforced by the Federal Communications Commission (FCC), sets strict guidelines on telemarketing calls, auto-dialers, prerecorded messages, and SMS marketing. Some of the most important TCPA [...]
Tracking Inbound Calls by Media Source and Spend: Why It’s a Game Changer for Your Marketing ROI
In today’s hyper-competitive marketing landscape, data-driven decision-making is critical. If your business relies on inbound calls, tracking their sources can be the difference between wasted ad dollars and a highly optimized marketing strategy. Without knowing which channels drive the most valuable calls, you’re flying blind – and potentially overspending on underperforming platforms. Why Call Tracking is Critical for High-Impact Marketing Every missed call is a missed sale, but every untracked call is a missed opportunity. Here’s why tracking inbound calls by media source is a must for businesses aiming to optimize their ad spend: Maximize ROI: Reallocate budget to [...]
Get Your Outbound Calls Through!
Outbound call centers are facing an increasing challenge: ensuring their calls reach consumers without being blocked or flagged as spam. With the Federal Communications Commission (FCC) recently passing new regulations requiring telecom carriers to send specific response codes when blocking calls, call centers must adopt best practices to improve call deliverability and maintain compliance. This blog explores the latest FCC ruling, the role of STIR/SHAKEN, and how phone number registration and remediation can help outbound call centers achieve better results. The Latest FCC Ruling on Call Blocking On September 26, 2024, the FCC adopted new rules to enhance consumer [...]
Choosing the Right Dialing Platform for Your Call Center: Key Factors for Success
When selecting a dialing platform for your call center, it's crucial to choose one that aligns with your operational goals, budget, and team capabilities. The right platform can streamline your workflow, improve customer interactions, and drive higher agent productivity. In this guide, we'll break down the critical factors to consider without focusing on specific brands, providing you with a comprehensive, unbiased overview to help you make an informed choice. Key Considerations When Evaluating Dialing Platforms 1. Pricing Transparency Pricing transparency is a critical factor in choosing a dialing platform. Some platforms have complex pricing structures, hidden fees, or unpredictable [...]
How to Maximize Contact Rates Amid Outbound Dialing Challenges
The outbound call center industry is facing increasing challenges in reaching consumers due to stricter telecom carrier regulations, call blocking, and spam labeling. With major carriers and third-party spam detection apps aggressively filtering calls, businesses must adapt to maintain high contact rates. In this article, we explore key strategies to ensure your calls are successfully connected and not mislabeled as spam. Understanding the Current Challenges Call Blocking and Carrier-Level Filtering Telecom carriers use analytics to detect potential spam or robocalls, leading to many legitimate business calls being blocked or flagged before they even reach the intended recipient. Carriers rely [...]
Do Not Call (DNC) Management for Multiple Call Center Vendors
Introduction Managing Do Not Call (DNC) lists is a critical aspect of maintaining compliance in call centers, especially for businesses that work with multiple vendors. Ensuring that all vendors adhere to DNC regulations can be challenging but is necessary to avoid hefty fines and reputational damage. This blog will explore key compliance considerations, best practices, and how CallShaper can help streamline DNC list management. Key Compliance Considerations Call centers must comply with various regulations, including the Telephone Consumer Protection Act (TCPA) and the Telemarketing Sales Rule (TSR) enforced by the Federal Trade Commission (FTC). These laws require that businesses: Maintain [...]
We’re Here for You: Every Step of the Way with CallShaper Support
At CallShaper, client support isn't just a feature, it’s part of our foundation. While our platform is designed for ease of use, with intuitive editing tools, built-in QA monitoring, and seamless communication between agents and supervisors, we know that sometimes, you need a little extra help. That’s why we offer multiple ways to get the support you need, when you need it. Whether it’s a quick question, in-depth training, or troubleshooting an issue, we’re always just a few clicks—or a phone call—away. Real-Time Chat Support Need a quick answer? Our live chat feature connects you with real people from our [...]
The Power of Call-Backs: A Win-Win for Customers and Agents
No matter how streamlined your call center process is—from intuitive IVRs to real-time wait updates and pre-call information collection—there’s one thing that can still frustrate customers: waiting on hold. In fact, for many customers, the experience of being stuck on hold is enough to overshadow an otherwise smooth support journey. That’s why offering call-backs is a simple yet powerful way to boost customer satisfaction. Instead of forcing callers to wait, you give them the option to receive a return call—turning a negative into a positive instantly. But the benefits of call-backs go beyond happy customers. They can also transform how [...]
FTC Record-keeping Requirements for Call Centers – Effective October 15, 2024
Overview On October 15, 2024, the Federal Trade Commission (FTC) introduced new record keeping requirements for telemarketers and call centers as part of its updated Telemarketing Sales Rule (TSR). Key Record keeping Requirements Under the updated TSR, telemarketers and sellers must retain detailed call records for at least five years. Why Were These Changes Made? The FTC tightened record keeping rules due to growing concerns over robocalls, AI-generated scam calls, and deceptive sales tactics. Steps for Ensuring Compliance To prevent penalties, call centers should proactively update their compliance strategies. Consequences of Non-Compliance Failure to adhere to these new record keeping [...]
How TAS Software Boosts Customer Satisfaction for Small Businesses
Starting and running a small business can be incredibly exciting but it also involves a lot of risks. Limited money and personnel mean that you need to think hard about which aspects of the business you are going to focus on growing and nurturing, especially when you’re just starting out. For many small business owners, their priority is offering high-quality services or products to customers in order to build strong relationships and turn first-time customers into lifelong ones—and rightfully so. But as businesses grow and resources begin to expand, there are elements of owning a small business that should not [...]
Proof Of Consent
In the realm of telemarketing, obtaining and documenting consumer consent is paramount to ensure compliance with regulations and to foster trust with consumers. The Federal Trade Commission (FTC) and the Federal Communications Commission (FCC) have established clear guidelines on what constitutes valid proof of consent. (FTC) Understanding Proof of Consent Proof of consent refers to verifiable evidence that a consumer has knowingly and willingly agreed to receive telemarketing communications. This consent must be explicit, informed, and documented appropriately. Types of Consent Express Written Consent This involves a written agreement where the consumer explicitly authorizes the seller to initiate telemarketing calls. [...]
