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


CallShaper FAQs How do you control leads in CallShaper?

Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: How do you control the calling of leads in CallShaper? With CallShaper’s leading dialer platform, you have total control over how you utilize your leads and multiple ways you can organize them. First, you can organize your leads into buckets, or groups that will be routed to your agents together. These buckets can be based on where the leads came from, when you obtained them (calling the newest leads before the oldest) or how frequently they have been used (calling [...]

By |February 22nd, 2021|

Addressing the Biggest Challenges Facing Call Centers

Running a call center, whether it’s inbound or outbound, is a tricky business. There are many factors, large and small, that can influence if a business succeeds or fails. That’s why folks like CallShaper who are in the call center business are constantly working to identify these challenges, how they can influence call center success and how to address and solve them. Here, some of the ways we are addressing the biggest challenges facing call centers. The Challenge: Connecting with Leads This is a challenge facing both inbound and outbound call centers. For inbound call centers, it can be [...]

By |January 28th, 2021|

Three Tools to Optimize Agents’ WFH Experience

The number of call center agents working from home has drastically increased over the last year and many of them expect to continue working from home for the foreseeable future. While it can be challenging to create a designated workspace at home, especially if there are others in the household trying to do the same, having the tools and equipment that will make agents’ jobs easier and smoother can go far towards optimizing the work from home experience. Here, three supplies that will do just that. High Quality Headphones As long as a company is using a cloud-based call [...]

By |January 28th, 2021|

Everything You Can Learn with Real Time Reporting

Detailed reports are critical to measuring the performance of your team in real time and after work hours. But in order to be helpful, reports need to measure things that you can actively use to improve your team’s conversion rates and sales as well as ensure that they are working efficiently. At CallShaper, we offer a variety of metrics that supervisors can view and track in real time to help them measure and monitor agent performance. Those metrics include: Team and Individual Performance: On their dashboard, supervisors can see what all their agents are up to as well as [...]

By |January 22nd, 2021|

Dialer Compliance Guide

As a call center professional, you know the difficulty that goes into choosing the right systems and solutions for your business. As call center professionals ourselves, we know you work hard to identify the right software for the projects that your teams are taking on and we understand that regulations can make it tough to find the right solution.  We also know that it’s hard to find a list of the right questions to ask and the different features you need to consider when searching for the right system. To help call center professionals, CallShaper has created a new COMPREHENSIVE [...]

By |January 21st, 2021|

Customer Spotlight: Telepoint Communications

Each month, we will be sharing a testimonial from one of CallShaper’s customers in an effort to share feedback and information on what our customers love about the platform. This month, we spoke with Alberto Riccelli, Chief Operations Officer at Telepoint Communications, Inc. What does Telepoint Communications do? Telepoint is a call center that focuses primarily on Market Research, Settlement Administration and Customer Service How long have you been using CallShaper? We have been using CallShaper for about 1 year. How do you use CallShaper? We use CallShaper for all of our inbound and outbound calls. For inbound calling, we use [...]

By |January 15th, 2021|

How Good is Your Training? The Importance of Scorecards

Operating a business or a campaign using a call center means that, by nature, your business does not have a face. But it does have a voice, and that voice is the agents who are making and answering calls and speaking to customers. Indeed, you could be offering the most highly sought-after product in the world—but if your agents don’t know how to sell it properly, you won’t move a single unit. That’s why proper and effective training is so key. Your agents must not only be fluent in top selling points but also know how to keep a [...]

By |January 8th, 2021|

CallShaper FAQs: Does CallShaper have online scripting?

Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: Does CallShaper have online scripting available? Yes! CallShaper has a dynamic scripting interface that is easy to edit and adjust as needed. Instead of relying on your agents to remember every single thing they need to know and do over the course of a call, scripting allows you to create a route for them to follow that ensures they will ask the right questions, collect the right information and provide all the key selling points on every call, helping them [...]

By |December 30th, 2020|

3 Ways a Lengthy Call History Strengthens Campaigns

Depending on the number of agents you employ, the size of your campaign and the target markets, there are likely hundreds of calls happening every day. It is impossible for supervisors to monitor this many calls in real time but knowing what is going on during these calls can provide information that may prove crucial to strengthening your campaign in the long run. The solution: Keeping a lengthy call history (assuming that permission to record is obtained with each call) so that supervisors can go back and mine past calls for helpful data. This can be helpful in a [...]

By |December 18th, 2020|

Customer Spotlight: HealthyBOS

Each month, we will be sharing a testimonial from one of CallShaper’s customers in an effort to share feedback and information on what our customers love about the platform. First up, we spoke with Tammy Bishop, President of HealthyBOS. What does HealthyBOS do? We provide back office services (like data entry, insurance verification and testing results) for healthcare providers. How long have you been using CallShaper? For five years. How do you use CallShaper? We use it for agent management and outbound calling. We also track our pay time and staff KPIs through the platform. What is your favorite [...]

By |December 11th, 2020|

5 Ways Supervisors Can Oversee in Real Time

CallShaper’s cloud-based platform allows for all members of a team or campaign to be located in different parts of the world while still doing their jobs successfully—and that includes supervisors. While in years past a supervisor’s job may have involved peeking their head out of their office or taking walks around a sales floor, the supervisor interface with CallShaper allows the person in this key role to do all that and more without ever getting up from their computer. Here, five ways that supervisors can oversee and assist their teams in real time. Chat: This simple feature allows for [...]

By |December 4th, 2020|

CallShaper FAQs: What dialing modes does CallShaper have?

Each month, we will be highlighting a question we receive often from current and potential customers. This month’s question: What are the different dialing modes you can use with CallShaper? CallShaper offers four different dialing modes, all of which are available for every single CallShaper customer: Manual, preview, progressive, and predictive. Manual dialing is the most basic mode. As it sounds, this method involves the agents physically dialing phone numbers. Manual dialing is typically used for smaller campaigns and can also be useful for dialing wireless numbers for which express written consent has not been obtained. Ideal for business-to-business [...]

By |November 20th, 2020|

Why Rebuttals Are the Key to Maximizing Sales

CallShaper’s dynamic scripting interface includes a variety of features that make your agents’ jobs exponentially easier. Pre-filled forms allow them to move quickly through introductions and straight to the point of the call. Drop-down menus and checklists limit wait time for typing and move the call forward. Supervisor chat and transfer features make it easy to consult the supervisor or transfer a call to him or her while limiting any downtime on the call. And then there are rebuttals. While rebuttals are just one of many components of the scripting on CallShaper, they are crucial to optimizing your agents’ [...]

By |November 13th, 2020|

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|
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