Website Page – Our Blog2020-06-02T09:23:33-04:00


CallShaper FAQs: Can I transfer calls with CallShaper?

Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: How does call transferring work with CallShaper? There are two ways agents are able to transfer calls within the CallShaper platform. The first way is a warm/attended transfer.  An agent can use a warm/attended transfer when they have been speaking with a customer up to a point at which they need to transfer the customer to a supervisor or a different specialist. In this case, the agent would connect their colleague into the call, introduce the customer to that person [...]

By |November 6th, 2020|

Diving into Webhooks

CallShaper’s dynamic scripting offers a variety of features that make conversions easier for your agents to make. Features like pre-filled forms, rebuttals, frequently asked questions, supervisor chat, transfer and window tabs improve your agents’ ability to do their jobs confidently, consistently, and up to the company’s standards. Meanwhile, CallShaper’s ability to integrate its platform and scripting interface with other apps that your company uses will also help streamline processes. And one of the ways that CallShaper is streamlining integration through its dynamic scripting features is with the use of webhooks. Webhooks are ways that the CallShaper platform can communicate [...]

By |October 30th, 2020|

The Perks of CallShaper’s Predictive Dialer

CallShaper offers four different dialing modes: manual, preview, progressive and predictive. And while there are teams and campaigns for which each dialer will be ideal, the dialing mode that helps CallShaper rise above the rest is the predictive dialer. The predictive dialer utilizes statistical algorithms and our industry-leading software to maximize the number of calls your team is able to make per day. It takes into account how many agents are on your team, the size of your lead pool, the frequency at which calls are being answered and all of the state and federal regulations that apply to [...]

By |October 23rd, 2020|

The Four Questions to Ask Before Choosing a Dialer

When you’re trying to decide what kind of dialing software will be right for your business, there are four key questions to ask that will should a role in your decision-making process. 1) Is your business growing? Whether or not you anticipate your business’s needs changing in the near future should play a role in the type of dialer you choose. Some software solutions offer different levels of service or a different breadth of features depending on the size of your business, with different price points attached to each. But if you foresee your business growing, the last thing [...]

By |October 15th, 2020|

Why You Should Employ Multiple Touch Points

Even if it is the backbone of your campaign, sometimes calling your leads is not enough. With so many different modes of communication available today, there are likely people on your list who will respond better to other contact methods. And just because you are running a call center, that does not mean your agents can’t leave voicemails, send emails and shoot off text messages. As long as you have the proper permissions from your potential customers regarding appropriate and approved methods of communication, finding the right touch point might be enough to turn a lead into customer. It’s [...]

By |October 1st, 2020|

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|
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