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Why You Should be Forecasting Call Volume

No matter the role of your call center in your business, you want the people manning the phones to be as prepared as possible for anything and everything they might face on the job. Effective training plays a huge part in this to ensure that your agents know how to respond to different questions and different scenarios. But even if you and your team are completely prepared for any and all callers on the other end of the line there is something else you need to be prepared for: Call volume. Forecasting potential call volume is a critical piece [...]

By |March 7th, 2022|

The Role of the Carrier in Maintaining Call Center Compliance

There are many factors that come into play in order for an outbound call center to stay compliant with state and federal regulations regarding when and how you are able to call prospective customers. Many of those fall to the company and the dialer, such as ensuring that calls are being made to the correct regions at the correct times of day and that calls are not being made to numbers in the Do Not Call Registry. But there are also factors that are out of the company’s hands and fall into those of the carrier. Thanks to STIR/SHAKEN [...]

By |February 28th, 2022|

3 Tools Solar and Energy Companies Need in Call Center Software

The solar and energy sector is a constantly and rapidly growing industry. An energy company also has a lot of moving parts, from sales, support and administrative people in an office to the techs and installation crews out on the job. Without the right software, it can be difficult to keep all of these roles straight and ensure that processes are running as efficiently as possible. Here are three call center software tools that can help solar and energy companies stay capable and productive. Integrated Scripting   While the folks out on the road are incredibly important to these [...]

By |February 23rd, 2022|

Why Cloud-Based is Best for Hybrid Workplaces

Many companies that use call centers have changed to a fully remote work model over the last two years, while others have made the decision to have their employees return to the office. Others still have chosen to adopt a hybrid workplace model, where employees work from home for certain days of the week or a certain number of days per month and work from a central office on the remaining days. This hybrid option is shaping up to be the one many workers prefer, as it offers the flexibility to work from home alongside the social component of [...]

By |February 15th, 2022|

How CallShaper Supports Call Center Supervisors

“I’d like to speak to your supervisor,” is a phrase that call center agents undoubtedly hear often—likely more than they or their supervisors would hope. Even so, it’s not uncommon for customers to seek a second opinion or an alternative solution to their problem if they find the first one unsatisfactory (in most cases, by no fault of the agent delivering the solution). And if and when an agent does reach the point in a call at which they have run out of ways to be helpful, a supervisor may need to step in. CallShaper is well aware of [...]

By |February 7th, 2022|

3 Tools Insurance Companies Need in Call Center Software

Call center agents for insurance companies—whether that’s health, home, auto, life, or another type—play a critically important role for those businesses. Agents on the phone serve as the primary liaison between insurance companies and their customers—and in an industry that has a reputation for being difficult to navigate, a pleasant and helpful phone experience can go a long way towards fostering trust and goodwill between customers and the insurance company. But in order to be pleasant and helpful, agents need the correct tools and capabilities. Here are three tools that insurance companies need in their call center software.   [...]

By |January 31st, 2022|

5 Reasons Data is Key to Success

If you’re trying to find someone in your company willing to sort through and analyze collected call data, you may be met with crickets. It’s a task that can be tedious and time-consuming, which is why a platform like CallShaper does most of the busy work of data collection, organization and analysis for you. That way, all you have to do is look at the results—and you should. Here are five reasons to take a deep dive into collected call data in order to optimize your business. It shows what drives sales.   End-of-the-month or end-of-the-quarter sales numbers will [...]

By |January 24th, 2022|

The 3 “Y”s of CallShaper

CallShaper has grown and changed a lot since the platform was created in 2009. But even as the client base has expanded and the features have been refined and updated to suit their needs, the company’s goals for the software have not changed and the same three principles continue to drive it. We refer to those principles as the three “Y”s of CallShaper. They are: Simplicity. One of the things that separates CallShaper from other cloud-based dialing platforms is how simple it is to navigate and use. To get started with CallShaper, all you need is a short training [...]

By |January 17th, 2022|

4 Call Center Technology Trends for 2022

Call centers (especially those dealing with inbound customer calls) were greatly affected by the COVID-19 pandemic. As people spent more time at home they made more and more calls to customer service and support agents, many of which were complicated and difficult for agents to deal with. This trend has already begun shaping changes in call center technology and will continue to do so in 2022. Here, four trends to look out for in the coming year. More Advanced IVR   When customers are calling an inbound call center, the vast majority expect whoever answers the phone to be [...]

By |January 11th, 2022|

CallShaper FAQs: Is CallShaper Good for Small Campaigns?

Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Is CallShaper good for small campaigns?   Yes it is! CallShaper is a great choice for any size telemarketing campaign, but especially for companies and organizations with smaller teams and smaller campaigns. The biggest reason: The dialer features and tools you have access to on CallShaper do not change based on the size of your campaign. When you start using the dialer, you will be given the full swath of tools available, regardless of the size of your campaign—from dynamic [...]

By |January 4th, 2022|

3 Types of Media to Drive Inbound Call Traffic

Many inbound call centers are created to respond to the inquiries and requests of existing customers. But another important role of inbound call centers is to receive calls from potential customers responding to media advertisements and calling to follow up on advertised deals. Here are the three types of media designed to drive inbound traffic and some of the pros and cons of each. Print   Known as the traditional form of media, print advertisements appear in newspapers and magazines as well as in things like brochures, leaflets, newsletters and mailers. Depending on the type of print media chosen, [...]

By |December 28th, 2021|

How to Limit Agent Turnover in 2022

It’s not news that the COVID-19 pandemic has drastically impacted the economy and the workforce, forcing people to rethink the type of lifestyle the want and the type of job or career that will best support that. This shift in worker thinking has also forced employers to reevaluate how they are treating their employees and what they can do to find and hold onto the type of people they want working for and representing their company. Here are some steps you can take to limit agent turnover in the coming year. Consider Embracing Remote Work for Good   The [...]

By |December 20th, 2021|

Why CallShaper is the Best for Sales-Focused Call Centers

Call centers serve numerous functions in business today. There are fully staffed inbound call centers that field inquiries and requests from customers and clients and deal with things like order processing and tech support. There are automated call centers that help organizations stay in touch with their customers, sending things like appointment and scheduling reminders and account updates. Then there are outbound call centers, which can handle tasks like appointment setting, market research and sales. A sales-focused outbound call center is going to need different and specialized tools and capabilities in their dialing software than almost any other call [...]

By |December 13th, 2021|

CallShaper FAQs Does CallShaper help us stay compliant with the TCPA?

Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Does CallShaper help us stay compliant with the TCPA?   Yes we do! The Telephone Consumer Protection Act, or TCPA, which was passed in 1991, places limits on when and how unsolicited and prerecorded telemarketing calls can be made to landlines, plus prohibits autodialed or prerecorded calls and text messages to cell phones. The FCC is in charge of implementing these regulations, which include things like restricting calls between 9:00pm and 8:00am and preventing calls if you choose to opt [...]

By |December 6th, 2021|

3 Keys to Success as a Call Center Manager

Managing a call center is a tough job (especially in the current moment when many call center agents are working from home). Even so, there are steps you can take as a manager to make your job smoother and bring out the best in your employees. Here, three keys to success as a call center manager.   Hire the Right Agents   It’s no surprise that who the agents are plays a critical role in the success of a call center. As the manager, it’s your responsibility to take the time to thoroughly evaluate potential agents for your call [...]

By |November 29th, 2021|
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