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Explaining the Interactive Voice Responder for Inbound Call Centers

An important segment of call center business is inbound calls. Inbound call centers are vital for companies that run advertisements or promotions prompting potential customers to call for additional information or to receive a limited-time deal, as well as companies that maintain on-call customer service departments to respond to queries, complaints and requests. In both instances, a system must be in place that can efficiently direct incoming calls to the agent who can best assist them. With CallShaper, that system is the Interactive Voice Responder (IVR), which can be easily customized to the company’s exact needs and specifications. CallShaper’s unique [...]

By | June 24th, 2020|

Using Scorecards to Maintain Call Quality

A successful call center business must be able to ensure efficient, quality calls every single time a customer is on the phone. But this can be difficult to measure and maintain for large campaigns, especially when agents may not all be in one place. The solution: Features that allow managers and supervisors to immediately evaluate calls in both a qualitative and quantitative manner, such as the scorecards available with CallShaper. Scorecards give managers the opportunity to recognize errors being made by individual agents or patterns of mistakes occurring across an entire team. They provide managers a grounded basis for specific [...]

By | June 18th, 2020|

How Integration Options Can Improve Your Business

For any business, adopting new software or operating systems can be a scary experience. What if there’s a steep learning curve? What if the program doesn’t have the features you thought it had? What if it disrupts your productivity and workflow? One of the features that has earned CallShaper its sterling reputation, is the ease with which it integrates into existing programs and processes, to ensure that you don’t miss a beat when making the transition. What are these integration options? APIs that Integrate with Your CRM: CallShaper’s software is flexible. It offers many different integration options, including APIs (application [...]

By | June 12th, 2020|

How to Stay Sharp While Working from Home

As thousands of people have learned over the last few months, working from home is a vastly different experience from working in an office. There are new distractions, new routines and new schedules that can disrupt productivity, limit efficiency and sap brainpower. Here are four tips to help you stay on top of your game while working from home: 1. Take Screen Breaks Spending hours on end staring at a screen can take a toll on your energy levels and your ability to focus, not to mention the fact that it also likely means you’re spending all that time sitting, [...]

By | June 4th, 2020|

Three Ways to Use Old Commute Time

One perk of working from home: You suddenly have one, two, or even more hours suddenly free that would previously have been dedicated to your commute. There are many ways you could use this time: You could sleep in a little later or spend extra time with family, both of which would be perfectly acceptable and enjoyable uses. But your commute time has always been a very personal and individual time, so why not use it for something personal? Perhaps even something new? Here are three ways you could use your old commute time. 1. Learn a New Skill Have [...]

By | May 27th, 2020|

Explaining the 3% Abandonment Rate Rule and Why It’s Important

The goal of any company that utilizes a sales-focused call center is to establish direct, person-to-person connections with potential customers. For this reason, and especially when using an automated dialer, it is critical that there are no missed opportunities to establish these connections. One of the ways that CallShaper’s software is ensuring that none of these opportunities are missed is by employing the 3% abandonment rate rule. The 3% abandonment rate rule says that in a 30-day period, only 3% of outbound calls can be abandoned. CallShaper’s cutting edge dialing software is constantly at work sorting phone numbers and dialing, [...]

By | May 22nd, 2020|

Breaking Down the Four Types of Dialers

For companies that rely on outbound call centers, maximizing the number of calls placed and the quality of those calls is crucial to the success of the campaign. Having different dialing options available can help agents dramatically increase the number of live connections they make on a daily basis, which can make or break a campaign. What are some of these dialing methods? Manual: Manual dialing is used when a company wants the call center agents to physically dial phone numbers. This method also helps campaigns comply with TCPA guidelines for dialing wireless numbers for which express written consent has [...]

By | May 13th, 2020|

How to Make Lead Management Easy and Painless

Leads are the lifeblood of any telemarketing campaign—without them, the campaign stalls and the client suffers. And almost as crucial as possession of quality leads is an efficient system through which to organize, process and rate them. Here are some of the lead management strategies that can help call center clients easily and effectively manage leads: Bulk File Uploading: Depending on the size of a campaign, manually inputting leads into a dialer can be a literally never-ending task. What’s more, uploading files that are not in the proper format and need to be adjusted can cost agents valuable time. Importing [...]

By | May 8th, 2020|

Coronavirus in the Office: FAQs Answered

If your team or some members of your team are still working from the office, we rounded up some of the most frequently asked questions pertaining to COVID-19 and office workers. Read on to find out how to maximize your safety in the workplace.   How is COVID-19 spread?   COVID-19 is spread from person to person through respiratory droplets when an infected person coughs or sneezes. These droplets either land directly in the noses or mouths of people nearby, or may be inhaled from the air by people who are within about six feet of the infected person. This [...]

By | April 29th, 2020|

Call Center Return to Office Checklist

As state governments begin to talk about businesses returning to work, you need to start planning on what changes will have to take place in your workplace to ensure the safety of your employees in their work environment. Plan to supply your employees with masks and gloves. Plan to allow the recommended six feet between employees or look at increasing barriers or partitions between employees. Plan for intense nightly cleaning and intermittent cleaning of common areas throughout the day. Set things up so there is not shared equipment, or if there is sharing required, make sure equipment is cleaned thoroughly [...]

By | April 23rd, 2020|

Cloud-Based Dialer Checklist

If you are moving from a premise-based system to a cloud-based system, you may not know all of the features to look for.  Premise based systems tend to be more antiquated and less flexible.  Cloud based systems open a whole new world of features.  Make sure you know what to ask for when you are evaluating a new dialing system. Online scripting Is there online scripting? Is that included in the price or does it cost extra? Can it do complex branching with built in logic? Does it allow for the reps to do data capture? Can the data capture [...]

By | April 22nd, 2020|

How to Choose the Right Call Center Software for Your Growing Business

Congratulations! You’ve started a business and determined that you need to utilize a call center. Perhaps you’re going to use lead lists to conduct outbound sales calls, use print, TV, or radio advertisements to drive inbound calls, or set up an inbound call center to field customer service calls. Regardless, there are two key factors to consider when selecting the right software for your growing business. Ease of Use Especially if this is your first experience utilizing a call center, it is critical that the software you choose has an intuitive, easy-to-use interface. Your start-up likely doesn’t have a large [...]

By | April 21st, 2020|

Explaining STIR/SHAKEN and the TRACED Act

Since 2014, the Federal Communications Commission (FCC) has been encouraging the telecommunications industry to find a way to stop robocalls—calls that use a digital autodialer to deliver a pre-recorded message—and call number spoofing, in which robocalls change the number that the call is coming from so it appears that a neighbor, friend, or official agency is calling. And the industry has responded with a technology protocol called STIR (Secure Telephony Identity Revisited) and SHAKEN (Secure Handling of Asserted information using toKENs). Here’s how it works. The key to STIR/SHAKEN is digital certificates. Every telephone service provider must obtain a digital [...]

By | April 17th, 2020|

Inbound Call Centers: All Hands on Deck!

With the majority of people spending more time at home and many with more free time on their hands, inbound call centers are likely dealing with an increase in the amount of people responding to multimedia ads and/or taking the time to make customer service calls they may have been putting off. Here are some tips on how to manage the increased call volume efficiently and in a way that will meet the needs of both your agents and customers: Update Your IVR: One of the great things about CallShaper’s cloud-based call center platform is the Interactive Voice Responder, which [...]

By | April 16th, 2020|

Three Tips for Call Center Agents Working from Home

Being a call center agent is an independent job, so it may seem easy to do from home. But the differences between working from home and working from an office alongside your colleagues and team members go far beyond just the physical location—they also include your mindset, hours, motivation, and likely your productivity. Fortunately, there are steps you can take to help improve your ability to work from home efficiently and successfully.   1) Define Your Workspace  It’s true that all you need as a call center agent—especially with CallShaper’s cloud-based platform—is a computer, a reliable internet connection and a [...]

By | April 10th, 2020|
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