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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 [...]

By |September 20th, 2021|

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 [...]

By |September 13th, 2021|

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 [...]

By |September 6th, 2021|

3 Strategies for Effective Remote Training

In early 2020, the majority of call centers were forced to transition to a fully remote workforce. For cloud-based call centers, this transition was relatively painless; agents that had experience working together in an office only needed a headset and a strong internet connection in order to continue to do their jobs effectively. But what about agents that were hired onto a fully remote team? Remote training can be difficult, and the only way to ensure that agents will be comfortable and confident performing their jobs is to adapt your training methods to the remote work environment. Here are [...]

By |August 30th, 2021|

Not All Auto Dialers Are Created Equal

  In the early days of call centers in the 1960s, agents were given a list of phone numbers to call that they would dial by hand. As technology evolved, programs were created to dial numbers at a much faster rate than manually punching them in. This was critical to making call centers profitable and successful, as the more time agents spend on the phone with customers the more likely they are to make sales—in other words, time spent dialing is time wasted. So devices were developed to automatically dial numbers one after the other, either sending them to [...]

By |August 23rd, 2021|

What You Need to Know About DNC Compliance

Even though Do Not Call (DNC) lists can feel like a hindrance to business growth for outbound call centers and telemarketing companies, they are designed to protect the customers from scammers and being bombarded with too many calls. That’s why there are a number of regulations in place surrounding DNC lists, their existence and the customers’ ability to place themselves on those lists. But requirements for call centers go beyond simply having the list in place. Here’s what you need to know about DNC compliance. Your company must have a written policy surrounding your use of DNC lists and [...]

By |August 16th, 2021|

The Importance of Media Tracking for Inbound Call Centers

When you’re using an inbound call center, whether as a point of contact for sales or as a customer service hub, there are going to be a few different ways that you are directing customers to that number. You may even be paying for some of those methods, such as if you’re running a television campaign, sending out paper mailers or running advertisements online. And when you are spending hard-earned advertising dollars, you want to know that your spending is worthwhile. That’s where CallShaper’s methods for media tracking come in. One smart strategy, especially if you’re employing a few [...]

By |August 9th, 2021|

CallShaper FAQs: Can I use CallShaper with my cell phone?

Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Can I use CallShaper with my cell phone? The short answer: yes and no. We’ll start with the ways you can use your cell phone with CallShaper. If you have an inbound call center and are using CallShaper’s Interactive Voice Responder (or IVR), you can use this technology to route incoming calls to your cell phone based on the time of day, customer location, or if that’s the phone you need to be using on a given day. However, this [...]

By |August 2nd, 2021|

New to CallShaper? Breaking Down the Three Application Types

One of the things that CallShaper prides itself on is the fact that you should be able to run your business almost entirely from within the software. That means running campaigns, reviewing employee performance, monitoring calls, integrating sales and more. But the tools and features that each person on your team needs to achieve these ends is going to vary depending on their position. In other words, people with different jobs are going to need to do different things. That’s why CallShaper offers three unique applications. They are:   Agent: CallShaper’s agent application is designed with maximum efficiency in mind. [...]

By |July 26th, 2021|

4 Lead Management Problems You Can Solve with CallShaper

Outbound call centers live on leads. Without them, campaigns can stall, sales plummet and employees suffer. But the constant need for fresh leads means that there are a number of problems that teams can run into when it comes to receiving leads—and these problems can slow progress and take team members away from the jobs they should be doing. Here, four common lead management issues and how CallShaper can help you solve them. The problem: Receiving too many leads at once.   If you’re receiving leads in bulk, it can feel like getting so many papers dropped on your [...]

By |July 20th, 2021|

CallShaper FAQs: Does CallShaper Have an IVR?

Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Does CallShaper have an IVR?   IVR, or Interactive Voice Responder, is one of the solutions that CallShaper offers for clients running inbound call centers. Featuring easy-to-use drag and drop editing, it’s a cinch to create a variety of different routes you want calls to take when they come in in order to handle your call volume as efficiently as possible. These routes can be based on characteristics of the call itself, such as the time of day or day [...]

By |July 12th, 2021|

Why Quality Assurance is More Important Now than Ever

A lot has changed since the start of the COVID-19 pandemic, for your business, your employees and your customers alike. Schedules and routines have changed and priorities have shifted. Things that were important to people a year ago may seem trivial or inconsequential, while things they took for granted may seem more important than ever. It is in the context of all of these shifts that it has become clear that quality assurance, and having the proper tools to track and quantify it, has become even more critical to the success of your call center business. First and foremost, [...]

By |July 5th, 2021|

4 Surprising Businesses That Need Call Center Software

When many people think of call centers and call center software, their minds go immediately to telemarketing. However, there are numerous businesses across varied industries that can benefit from the use of quality call center software. Here, four surprising businesses that fall into that category. Retailers   Do you sell something? Do your customers occasionally have questions about that thing you sell? If the answer to those questions is yes, then call center software is going to play a vital role in your business. Customers need a way to contact you, and chances are you don’t want all of [...]

By |June 28th, 2021|

CallShaper FAQs: What kind of reporting can I get out of CallShaper?

Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: What kind of reporting can I get out of CallShaper?   CallShaper’s cutting edge dialing software aims to give you all the tools you need to streamline your business and maximize sales, and robust and detailed reports are crucial to achieving this goal. That’s why CallShaper offers a variety of different types of reports that will help you do just that. The first category is real time reports. Available in the supervisor and manager interfaces, this data is constantly updated [...]

By |June 21st, 2021|

4 Reasons to Move to the Cloud

Despite having been around for years, many people and businesses are still learning about the cloud and how they can use it to their benefit. And while some of these perks may not be obvious at first, there are many ways that moving to a cloud-based software can make your business more efficient and successful. These include: Location Flexibility: When you are using cloud-based software, it does not matter where your employees are physically located. As long as they have a strong internet connection, they will be able to access the programs and data they need to complete their [...]

By |June 14th, 2021|
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