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4 Reasons Dialing Software is Worth the Investment

No matter the nature of your business, budgets can be fickle and difficult to determine. Choosing whether to invest in equipment, personnel, advertising, or technology can have lasting effects on the success of your business. If your model requires the use of a call center, a good dialing software is worth the investment. Here are four reasons why. 1) It maximizes contacts. A dialing software will offer options like automatic or predictive dialers, which adjust the speed at which leads are dialed and the number of leads that are dialed at a time based on how many agents are [...]

By |September 24th, 2020|

How Effective DNC List Management Can Maximize Sales

Do Not Call (or DNC) lists exists to give people a choice about whether or not they want to receive telemarketing calls. Ignoring this choice by calling people who don’t want to be called can put your company at risk for litigation or make your company the subject of a boycott or smear campaign. All that to say, maintaining up-to-date knowledge of DNC lists will keep your company protected, plus minimize wasted time spent calling people who will not become customers. The easiest way to do this is with a call center software that offers different strategies for maintaining [...]

By |September 17th, 2020|

How to Use Dialing Strategies for Contact Management

While an efficient and trustworthy method for obtaining leads is critical for any outbound campaign, the strategy you employ to maximize and utilize those leads can have a profound impact on how many potential customers you are able to connect with. One of these categories is dialing strategies, the different ways in which you can manipulate dialing practices in order to maximize connections. Some of these dialing strategies include: Time Adjustments: There are a variety of time-related adjustments you can make to your dialing practices. You can adjust the time between dial attempts, so you aren’t calling the same [...]

By |September 8th, 2020|

The Three Key Measures of Success for Your Inbound Call Center

Inbound call centers play a crucial role in a variety of businesses. They handle customer service inquiries, process orders, returns and exchanges, offer tech support, and take orders from customers responding to advertising campaigns. But no matter the role of the inbound call center in your business, there are three key metrics that will help you determine the performance and efficiency of your agents. They are: Media: Especially important if your call center is set up to speak with customers responding to advertisements, media data will tell you what specific media is prompting the customers to call. If you [...]

By |August 28th, 2020|

Why You Should Choose a Cloud-Based Dialer

When choosing a call center software for your business, you have two options: A cloud-based dialer, in which your system is hosted in the cloud by a dialer service provider, and a premise-based dialer, in which the system is housed on servers in a single location. There are pros and cons to each depending on the nature of your business, but there are many benefits to choosing a cloud-based dialer that can help take your business to the next level. Where the dialing software lives is the biggest difference between a cloud-based and a premise-based system. Everyone on your [...]

By |August 25th, 2020|

The Importance of Caller ID to Your Outbound Call Center

You’ve done everything right in setting up your outbound call center. First, you selected the best dialer for your business, then trained your agents, and then obtained trustworthy and promising leads. But when measuring the success of any outbound campaign, there is one factor that is entirely out of your control: Whether or not your potential customers will pick up the phone when you call. However, something you can control is what shows up on your customer’s caller ID—and this can play a key role in whether your customer accepts or declines your call. Here are some of the [...]

By |August 13th, 2020|

State Regulations and Maintaining Compliance

There are numerous extensive and constantly changing regulations and restrictions on the call center and telemarketing industries. These regulations come from bodies like the federal government, watchdog organizations, and state governments. State regulations, in particular, can be difficult to maintain compliance with because they can vary from state to state. However, one smart first step you can take is to have an idea of the types of regulations and restrictions states might have in place. One of the most important areas to be aware of when it comes to state regulations is the restrictions around days, times and holidays [...]

By |August 7th, 2020|

How The Blacklist Alliance Serves Call Center Clients

Any company that uses a call center as part of their business model inadvertently opens themselves up to predatory litigation under the Telephone Consumer Protection Act, or TCPA, with every call or text sent. Unfortunately, there are people whose primary goal is to run scams and schemes that will allow them to sue call center clients under the TCPA, which can earn them profits while financially crippling companies. And not only does this exist, but business is booming: Since 2010, TCPA lawsuits against call centers using automated dialing systems have increased a whopping 1,273%. But clients who use CallShaper’s cloud-based [...]

By |July 16th, 2020|

How To Ensure High-Quality Calls Every Time

Call center managers have a difficult job. They want to ensure that each agent on their team is performing up to quality standards, following the script correctly and maximizing every opportunity to make a sale or appease a customer. But there may be too many agents to monitor directly or supervisors and agents may even be in separate locations. That’s why CallShaper, the originator of a cutting-edge, web-based call center platform, incorporates features that help supervisors guarantee high-quality calls every time. Some of those features: Chat Features: Through the supervisor interface, managers have the option to start an instant message [...]

By |July 9th, 2020|

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|
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