The Importance of Call Center Leadership for Workforce Management

Posted by Ahmed Macklai on January, 23 2020 8:29 pm

Nearly $700 billion is wasted by American businesses every year doing what can be considered unnecessary administrative tasks. These tasks are small or simple enough that automation could handle them, saving these businesses valuable time and money. However, too many businesses neglect to automate the many small tasks that software could be handling for them - including workforce management. Why Automate Your Workforce Management? Today’s contact center is a busy place. T...

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Does Your Center’s Quality Monitoring Need a Tuneup?

Posted by Ahmed Macklai on January, 22 2020 8:29 pm

Your call center agents make or handle dozens or even hundreds of calls each per day. They speak to thousands of consumers in total during each shift; their work is the backbone of what your center does. It only makes sense to invest in quality monitoring - the process of monitoring those numerous calls for the quality of service being provided to consumers. However, many centers are finding that the quality monitoring tactics of yesteryear are simply no longer meeting their...

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Your Winning Strategy for Outbound Lead Generation

Posted by Ahmed Macklai on January, 21 2020 8:29 pm

There are so many approaches to outbound lead generation for contact centers and similar large businesses. However, not all of these strategies are equally effective. Here’s your guide to finding the right outbound lead generation approaches to meet your company’s needs and create the sales that will sustain your business: Paid Advertising Is paid advertisement the way to go for your lead generation approach? This method involves the solicitation of advertisements plac...

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Why Longer Phone Calls May Actually Benefit Your Business

Posted by Ahmed Macklai on January, 20 2020 8:29 pm

In today’s fast-paced world, we value time more than ever before. The phrase, “Time is money” is one that many businesses include in their training approach - and in few industries is this more prevalent than in that of the contact center. Keeping your pace quick when serving customers or making connections with leads is only logical. The more calls you can make in a given period, the more satisfied customers you can create. That means a more profitable day for your fa...

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Which Outbound Call Center KPIs Really Matter?

Posted by Ahmed Macklai on January, 17 2020 8:29 pm

When you’re building a more successful outbound contact center, which KPIs are really worth your time when it comes to tracking? Which ones mean the difference in success and failure for your facility and which ones are just nitpicking for the sake of perfectionism? Here, we’ll examine the most important outbound call center KPIs and help you and your team make sense of how - or if - they apply to your center. Spoiler alert: if they made this list, they’re worth paying...

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What to Look for in Your Upgraded Outbound Dialer

Posted by Ahmed Macklai on January, 16 2020 8:29 pm

When you’re running an outbound call center, your dialer can make all the difference in how smoothly daily operations go. For older or smaller centers, your dialer may be as simple as the hands of your employees. However, larger and more modern centers rely heavily on automatic dialers - and choosing the right one can be difficult. If you are in the market for an upgraded outbound dialer or simply want to introduce automatic dialing to your facility for the first time, it ...

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What Do You Really Need to Launch a Call Center?

Posted by Ahmed Macklai on January, 15 2020 8:29 pm

Are you looking to launch a call center in the new year? If so, you are in the same position as many business owners. Creating a contact center can be an appealing business move since it has the potential to majorly impact your company’s growth. However, satisfying more customers and closing more sales comes with a price. Whether that means training a whole new staff or procuring an entirely new array of equipment, there are so many reasons to remain prudent when you’re ...

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Utilizing Local Presence to Boost Your Outbound Sales

Posted by Ahmed Macklai on January, 14 2020 8:29 pm

When your phone rings, how likely are you to pick up if the number you see is an unfamiliar one? If you’re like most people, that likelihood is low - but it is much higher if that unknown number starts with a local area code. Whatever your logic - it could be a doctor, your child’s school, or a distant relative! - most people tend to be more receptive to numbers that are based out of their own area. As a salesperson, debt collector, or other employee of an outbound call ...

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Training Your Outbound Call Center Agents Toward Compliance

Posted by Ahmed Macklai on January, 13 2020 8:29 pm

When you are operating an outbound call center, compliance with the TCPA - or Telephone Consumer Protection Act - is crucial. Not only does this compliance mean you’re doing your job correctly - it is what keeps you from losing your legal right to operate at all! With such a premium placed on outbound compliance, it’s no wonder so many outbound call center agents worry about meeting these regulations and what will happen if they don’t. This doesn’t have to be a fear ...

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The Most Important Inbound Call Center KPIs

Posted by Ahmed Macklai on January, 10 2020 8:29 pm

Metrics are an important part of success in the world of contact centers and BPOs. However, determining which metrics to keep an eye on can be tricky, since they can vary from center to center based on a variety of factors. Which are the most important inbound call center KPIs - and how are they relevant to your center’s daily operations? Here are some suggestions for which KPIs should be your priority in the coming year: Average Wait Time How long as your callers waitin...

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