Website Page – Our Blog2023-08-04T09:52:42-04:00

Why More Medical Offices Are Using Answering Services to Schedule Appointments

Every medical office and facility, from private practices with specific specialties to surgeons in hospitals, relies on appointments. Even though the process sounds simple—patient makes appointment, patient goes to appointment and receives care—it’s often much more complex than that. People are busy and often need reminders before their appointment and follow ups afterwards. Sometimes something comes up and they can’t make it to their appointment. Likewise, healthcare providers are busy too and occasionally need to reschedule appointments for personal reasons. There is also often more to scheduling an appointment than choosing a date and time, especially in healthcare. Patients [...]

By |July 17th, 2024|

Hot Topics in Compliance: DNC Registry Record Keeping

One of the most important aspects of compliance for outbound call centers in order to protect themselves against litigation is to ensure they are not calling anyone whose phone number is in the National Do Not Call (DNC) Registry. While this sounds simple enough, the FTC recently released a new set of rules detailing how you must keep records of your company’s accessing the DNC Registry in order to stay compliant with the regulations surrounding it. Here, we’re breaking down the new requirements and what you have to record to make sure you’re protected. In short, each time you [...]

By |July 17th, 2024|

CallShaper’s New Telephone Answering Service Software

In today's fast-paced business environment, efficient and reliable communication is crucial. CallShaper's new Telephone Answering Service Software is designed to revolutionize how businesses manage their customer interactions. Here are five key features of our cutting-edge software: Enhanced Call Management Intelligent call routing, automated distribution, and real-time monitoring. Ensures prompt, professional handling of every call to boost customer satisfaction. Seamless CRM Integration Integrates with existing CRM systems for personalized customer interactions. Streamlines data management and reporting for valuable operational insights. Scalability and Flexibility Flexible deployment options to adjust services according to demand. Scales with your business, maintaining high service levels [...]

By |June 25th, 2024|

Call Center Trends to Watch in 2024

As we move into 2024, the call center industry is set to undergo significant changes. Technological advancements, evolving customer expectations, and shifting work environments are driving new trends. Here are some key trends to watch in the call center industry this year: Artificial Intelligence and Automation AI and automation are transforming call centers by handling complex customer queries and streamlining routine tasks. In 2024, expect increased integration of AI to enhance efficiency and improve customer satisfaction. Remote and Hybrid Work Models The shift towards remote and hybrid work models is now a permanent feature in the call center industry. [...]

By |June 25th, 2024|

Empowering Call Center Supervisors with CallShaper

In the high-pressure environment of a call center, the request, “I’d like to speak to your supervisor,” is a common occurrence. Customers often seek a second opinion or alternative solutions, prompting the need for supervisors to step in. CallShaper understands these dynamics and equips call center supervisors with a suite of features designed to streamline these interactions and enhance support for both agents and customers. Seamless Real-Time Communication Chat: The chat feature enables supervisors to instantly message any team member directly within the dialer interface. Agents can also initiate chats with supervisors, allowing them to seek assistance or provide [...]

By |June 25th, 2024|

Optimizing Operations: Three Potential Roles for BPO Call Centers

Call centers play versatile roles across various industries, with their functions changing based on the needs of each company. Some handle customer service inquiries, while others facilitate internal communication among employees. Depending on your company’s size, budget, and needs, your core team might lack the capacity to manage all inbound calls. In such scenarios, outsourcing certain tasks to a specialized call center, known as business process outsourcing (BPO), becomes a viable solution. Let's explore some common tasks companies outsource and how they leverage BPO. Customer Service Excellence Customer service is arguably the most prevalent function of inbound call centers [...]

By |June 25th, 2024|

The Evolution of Telephone Answering Services

At one point in the not-too-distant past, telephone answering services were nothing more than a seemingly random person answering the phone after hours and taking down a message to relay to the business owner or service provider when normal business hours began again. The person answering the phone had little or no agency, ability, or knowledge to answer questions or resolve callers’ inquiries, and at times they were not connected with the person or business being called at all. Fast forward to today, and telephone answering services have evolved greatly to keep up with both the needs and expectations [...]

By |June 11th, 2024|

3 Ways Home Services Businesses Benefit from Outbound Calls

As an industry, many home services companies live and die by consumer demand. If everyone cleaned their own house, cleaning companies wouldn’t have any clients. If houses didn’t need to be repainted every five to ten years, house painters wouldn’t have customers. If no one’s appliances ever broke, appliance repair people would be left sitting around. All that to say, you could probably get by as a home services business without doing any direct outreach to new or existing customers—as long as there is an ongoing need for your services, customers will likely find you. But there’s a big [...]

By |June 11th, 2024|

Hot Topics in Compliance: One-to-One Consent

At the end of 2023, the FCC officially modified the TCPA’s definition of express written consent and set an implementation deadline of January 27, 2025. Here’s what you need to know and how to make sure you’re in compliance by then. How did the definition change? There are two major ways that the definition of express written consent has been tweaked. The first is the aforementioned rule of one-to-one consent. The term express written consent now means an agreement “that clearly and conspicuously authorizes no more than one identified seller to deliver or cause to be delivered to the person [...]

By |May 22nd, 2024|

How Supporting Your Agents Supports the Customer

When it comes to measuring the success of a call center, we tend to focus almost exclusively on customer satisfaction. After all, unsatisfied customers don’t become repeat customers, and without repeat customers it is nearly impossible for a business to thrive. But the key to maximizing customer satisfaction is not to always be focusing outward on the customer. Instead, your focus should be inward—on the agents and the tools and processes they are using. Taking a close look at the agents’ experience and the ways it can be improved can, in turn, vastly improve the customer experience as well. [...]

By |May 22nd, 2024|

Determining Whether to Outsource Your Call Center

The volume of calls to call centers can fluctuate significantly, often overwhelming existing agents. Many call center teams have transitioned from office-based to remote work setups, altering their daily routines. These ongoing changes have prompted companies to reevaluate their call center operations, considering whether outsourcing could offer a more efficient and cost-effective solution. Here are three crucial questions to consider when weighing the decision to keep your call center in-house or outsource it. Agent Attraction and Retention Challenges Turnover rates in call centers are notorious, influenced by various factors. Even with the flexibility of cloud-based software enabling remote work, [...]

By |April 29th, 2024|

Understanding Blacklist Alliance and Their Impact on the Call Center World

In the dynamic landscape of call centers, where customer interactions and data management are paramount, organizations seek effective solutions to enhance efficiency and compliance. One such solution gaining prominence is Blacklist Alliance, a comprehensive platform designed to address critical aspects of call center operations. Let's delve into who Blacklist Alliance is and how they can significantly benefit the call center world. Who is Blacklist Alliance? Blacklist Alliance is a leading provider of blacklist and compliance solutions tailored for call centers and telemarketing companies. Their platform is built to assist businesses in managing their calling campaigns while ensuring adherence to regulatory [...]

By |April 29th, 2024|

Understanding Cloud-Based Phone Systems

Modern call center software is increasingly shifting from premise-based to cloud-based solutions. This transition offers unparalleled flexibility, empowering agents to work remotely while retaining seamless access to essential software and data. Cloud-based systems boast benefits such as unlimited storage, robust security measures, and substantial cost savings compared to traditional landline-based setups. But what exactly defines a cloud-based phone system, and how does it differ from conventional alternatives? Let's delve into the details. Traditional phone systems, known as landlines, are physically tethered to specific locations. Calls are routed through phone jacks and cables, restricting usage to designated areas. On the [...]

By |April 29th, 2024|

Exploring 5 Types of Call Routing for Inbound Call Centers

In an ideal scenario, every customer call to a call center would swiftly connect them with a knowledgeable representative capable of addressing their needs. However, as businesses grow, achieving this becomes increasingly challenging. That’s where call routing systems for inbound call centers come in, determining how incoming calls are directed. Let's delve into five common call routing systems to help you choose the best fit for your business. Set Order This basic form of call routing processes calls in the order they are received, with customers waiting on hold. It suits scenarios with manageable call volumes, uniform customer inquiries, [...]

By |April 29th, 2024|

Hot Topics in Compliance: The Difficulty in Defining an ATDS

One of the six central provisions of the Telephone Consumer Protection Act, or TCPA, has to do with the use of automatic telephone dialing systems, or ATDS. Essentially, if you are using one of these to place calls to customers, there are many restrictions you need to be aware of, such as the inability to make non-marketing autodialed calls without express consent and restrictions on calls and texts that might charge the person without their express written consent. The TCPA also grants a private right of action to people who suspect violations of this provision, which is why the [...]

By |April 18th, 2024|
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