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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|

Drive Business with Call Queue Software

We are seemingly always waiting.  In line. In traffic. In life. And with high tech feeding our rumbling bellies of instant gratification, waiting on hold to speak with a customer service agent can seem like an endless wait. Although call center queues are a necessary part of over the phone customer service, we have things to do, calls to make and business to close.  It is no surprise that 61% of consumers say that they have stopped transacting with a business after a poor service experience- everyone values their time and in today’s world, we really do not like to [...]

By | April 7th, 2020|

Adjustments To Make During Coronavirus

You may have noticed that your reps are talking to more people now, because more people are home calling in or answering their phones. Give your reps more frequent breaks to prevent them from getting fatigued from talking so much. The customers may be more demanding or emotional during this time since they are scared and worried. Give your reps more emotional support and positive reinforcement during this time. Remind them that they are helping to take care of these customers during this difficult time and therefore providing a service. Some of your offers may not be appropriate right now. [...]

By | March 30th, 2020|

Small Businesses Benefit from Call Center Software

Small businesses all have the same goals- to gain new customers, retain current clients and be successful.  And as in all businesses, the step towards reaching any of these goals starts with the first phone call. Regardless of what service or product you are buying or selling, there is only one place to start building your business- from the beginning.  While that may seem like a daunting task, it does not have to be. One of the best ways to build and/or retain your business success is to mix together your desire to succeed, your business sense and of course, [...]

By | March 24th, 2020|

Call Center Planning For Continuity

CallShaper is here for you during this time of continuity planning and we are WAIVING our licensing fees for 30 days for anyone transitioning to CallShaper due to the COVID-19 Pandemic. Many of our clients have already prepared their call centers. Here are a few quick tips based on what we are seeing in the industry: Representatives and support staff are now working from home to minimize the spread and ensure business continuity for their customers. CallShaper’s cloud-based dialer allows your staff to work from anywhere with just a computer, a headset and internet connectivity. If there are obstacles preventing [...]

By | March 19th, 2020|

CallShaper is Waiving Licensing Fees for Companies with Premise-Based Systems

CallShaper is waiving licensing fees for companies with premise-based systems that need to move to the cloud to support work at home agents during the COVID-19 Pandemic. If you are on a premise-based call center platform and need to immediately set up a virtual solution to allow work at home callers to ensure continuity of your business, CallShaper can help. Our system is easy to use and does not require any programming skills, and we have an extensive training library, so you can quickly set up your program specific campaigns on our system. CallShaper supports online scripting, data capture and [...]

By | March 17th, 2020|

COVID-19 Checklist for Call Centers

Prevention Prevention is key for minimizing the impact on your staff. Keep disinfectant wipes and sanitizer everywhere Have the reps wipe down their whole workstation at the beginning and end of their shift Do not let supervisors take over the rep’s headset when they need to take a call, have them use their own Clean bathrooms multiple times throughout the day and keep sanitizer spray in the bathroom Clean breakrooms multiple times throughout the day, and keep sanitizing wipes around and encourage reps to wipe down tables before and after they eat Encourage reps to go outside for fresh air [...]

By | March 13th, 2020|

Successful Call Center Support Software For You

Strategies for Successful Call Center Software With the heightened standards of customer service kicking off 2020, call centers are realizing they need to go the extra mile to exceed client expectations for a positive ROI- and customer retention.  As a matter of fact, 80% of companies want to use the customer service/experience as a way to differentiate themselves from their competition. Wondering how to make your call center stand out from the rest? Differentiating your call center business has an easy solution, and it may be right at your fingertips. Support software can give you control over all features of [...]

By | March 10th, 2020|

Call Center Preparation for the Coronavirus

Call Center Preparation for the Coronavirus Call centers are a hub of germs!  Reps sit close together in pods, they sometimes share headsets with their supervisors, they are stuck inside without fresh air every day, and they share bathrooms and breakrooms.  If someone in your call center gets the coronavirus, it could spread quickly!  Having your call center quarantined can result in lost revenue and lost clients! What can you do to prepare? Keep disinfectant wipes and sanitizer everywhere Have the reps wipe down their whole workstation at the beginning and end of their shift Do not let supervisors take [...]

By | March 6th, 2020|

The Key to Making a Call Center Agent’s Job a Cinch

When a call center agent clocks in, puts on a headset and begins dialing, it’s difficult to say how many calls he or she will complete over the course of a day or what sort of issues will come up. But the one thing that will ensure that the agent can do his or her job confidently, consistently, and up to the company’s standards is an intuitive and easy-to-use scripting interface. With the right features, the agent will be able to convert more leads, make more sales and meet goals and benchmarks that much faster. What are some of these [...]

By | March 3rd, 2020|

Finding Success with Call Center Solution Provider

Discovering A Call Center Solution Provider Right or wrong, the customer is always right. We have learned, lived and breathed this adage as call center owners and managers.  We have shared this simple yet pertinent sentence with our agents in order to provide the best in customer service.  Perhaps an old saying, the fact that the customer is always right is now more important to remember and put into play more than ever. As a matter of fact, 52% of people around the globe believe that companies need to take action on feedback provided by their customers. Microsoft  Basically, if [...]

By | February 25th, 2020|

Make Call Center Reporting Software Your Next Best Hire

Call Center Reporting Software for Your Organization Imagine, for a moment, having one employee who can extract data, ensure real-time data connections and track the performance metrics of your call center. Now, add in the ability to track operational metrics and handle multiple distribution options.  Sound too good to be true? It probably is, as it is nearly impossible to find an individual employee who can fill all of these roles with efficiency. And as you know hiring a new employee requires more money, additional space, training time and the possibility that it will not work out.  But don’t be [...]

By | February 12th, 2020|

Why Online Scripting Is So Important To Your Call Center

Having your scripting online is one of the most important things you can do to ensure the success of your sales and/or customer service agents.  Here is why: You can prompt them to ask the right questions on every call. They can capture all the required data fields online in the right format with data validation of each field. Complex branching based on customer responses can be built into the script to ensure the reps follow the right call flow. All the key selling points can be scripted out for sales reps, so they don’t miss anything important, and so [...]

By | February 7th, 2020|

Why You Need a Call Center Monitoring Software

Benefits of Call Center Monitoring Software Interactive.  Comprehensive.  Integrated. And did we mention user-friendly and affordable?  Designed for call center success, call center monitoring software, also known as call center management software and call center tracking software, provides communication and telephony to the call center environment.  Shaped to provide the best in customer service, call center monitoring software offers all-in-one communication solutions via voice, email, chat and social media, for call centers small and large. Call center monitoring software is intended to handle requests and queries from callers, send multi-media messages and manage the database as a whole.  Needless to [...]

By | January 28th, 2020|

Upgrade Service with Call Center Recording Software

Discover Recording Software This call may be monitored or recorded for quality assurance purposes.  We have all heard this recording on a call, whether inbound or outbound.  But does it really mean?  Simply put- these recordings ensure that the quality of each and every call is handled to meet customer expectations. Call centers really do listen to what customers and clients are saying.  Recording software records details of inbound and outbound calls, ensuring that no pertinent metric is missed. No matter how detail-oriented your agents may be, it is only normal to make mistakes.  Call center recording software is there [...]

By | January 21st, 2020|
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