You may have noticed that the terms ‘BPO’ - or business process outsourcing - and ‘call center’ are interchanged with one another. While these terms are indeed related, they are not actually interchangeable. Understanding the difference will help you improve the way you run your business, regardless of whether yours is considered a BPO or a contact center. Let’s look at the key difference between call centers and BPO organizations - and how they’re similar - so y...

Transfers are almost unavoidable in the contact center setting. While there are many ways to minimize transfers and keep your staff on the line until they complete their calls and resolve consumer concerns or answer questions, there will always be reasons for transfers. Whether it’s a situation that becomes beyond the extent of an agent’s knowledge or experience or one that requires specific assistance, the causes vary - but some facts are universal. People don’t like ...

When it comes to calling a contact center, one of the top complaints most consumers have is the wait time. Even in larger contact centers in which there are plenty of staff members to handle large call volumes, wait times can be inevitable. Once they get too long, many callers will become frustrated - or even hang up. How can you prevent this from happening in your contact center? How can you improve consumer satisfaction and create a better experience without hiring dozens ...

Every business wants to reduce costs. However, when your business is customer service, balancing the desire to cut costs with the need to provide consistently high quality of service can often feel counterproductive. Cutting call center costs doesn’t have to mean reducing customer service quality. When you do a little research, it’s entirely possible to do both. Here, we’ll offer you some tips for reducing the costs in your call center without sacrificing the quality o...

Few people envy the job of a debt collector. After all, who really wants to contact people to tell them they owe money or they might face penalties? It’s easy to become jaded and unpleasant when you’re dealing with this type of work - and the people who receive these calls. Here, we’ll share some of the most effective debt collection techniques to help you become a more efficient collection agent - and to maintain your most pleasant demeanor while doing it. After all, ...

For contact centers that are in the field of outbound sales, it makes sense to employ an outbound predictive dialer. They make work easier, faster, and more efficient for agents and more profitable for business - a real win-win situation for your company. However, choosing the right software can be tricky. At ChaseData, we want you to feel confident when you invest in technology for your business. Here, we’ll examine some key ways to know you’re getting the best outbound...

The feeling of being passed from one call center agent to the next is one that has led many consumers to dread calling a contact center in the first place. Feeling like it takes forever to reach someone or that your time isn’t valued can make it an altogether unpleasant experience. What’s more, it doesn’t give a caller much confidence in the qualifications of a facility when you have to repeat the same information to every person you are repeatedly transferred to. Thes...

It’s easy to say you need to partner with another agency for your call center needs, but how do you choose which one? Here, we’ll help you decide - and give you some guidance on finding the right outsourced provider! Why Partner with Call Center Outsourcing Vendors? You might be wondering why a company would want to partner with a call center outsourcing vendor in the first place. After all - wouldn’t you be better suited by performing these task in-house? The truth i...

Improving your contact center is a job that never ends. The best facilities are those that never stop improving - but what can be done to increase efficiency and enhance productivity when you’re already training an excellent staff and providing great service? This is when turning to technology may be the best approach for perpetual improvement - and when it might be time to think about introducing automatic call distribution software to the mix at your center. What is Auto...