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Inbound Calling for Call Centers

Inbound RisingCall centers handling inbound calling take calls initiated by the customer and are usually either customer service or sales related. Depending on the type of company though, people call in for a variety of reasons including inbound sales, technical support, customer service, or simply returning a call from an agent’s outbound call.  In 2014, there were over...

Using a Predictive Dialer System to Drive ROI: Know the Facts

The dynamism of tele-based companies has drastically changed. Tele-based companies, specifically call or contact centers, face new challenges and are constantly looking for new and efficient solutions to make their work easier. Tele-based companies may lose useful leads and fail to maximize ROI due to various complexities such as the inability to reach clients within...

Understanding Role of Telemarketing Software in Lead Management

Telemarketing: Software UsedThe common reason for the failure of telemarketing calls is that they often sound impersonal. Unfortunately, the assistants, gatekeepers, or switchboard operators have to answer the calls and impose a negative impact about telemarketers. There are different ways to create a positive impression including the use of correct tools to achieve effective communication....

Features of Inside Sales Software
Top 10 Features of Inside Sales Software

If your business operates a call center or is into telemarketing, investing in a call center software can bring numerous advantages to your calling processes. Gone are the days when traditional call centers ruled the roost. A cloud-based call center solution is far better than any traditional option due to factors such as low initial...

How to Use First Call Resolution (FCR) Metric in Call Center Process: A Brief Guide

Standard SLAs such as number of calls answered and abandoned, average talk time, average conversion time and average speed of answer are all essential considerations in the operations of any call center. Most companies today, however, are more concerned with their first call resolution metric that varies from case to case and industry to industry....

Real-time Speech Analytics: Optimizing Debt Collection Agents

Every industry has its own compliances that are there to protect consumers by ensuring organizations operate in the right way, and the story is no different in financial services segment. All debt collection agencies must adhere to the Fair Debt Collection Practices Act, in all their operations. Owing to the number of calls made every...

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How to Close the Sale Over the Phone

To learn how to close the sale over the phone, it’s important to make use of all opportunities you have at your disposal.  Traditionally, it’s easier for most people to close a deal when they are sitting face to face with the potential client.  So much of the way that we communicate with people is...

real estate industry
7 Essential Phone Sales Tips that Work in Today’s World

What does a call center or sales team manager do with a slew of inexperienced or low performing agents lacking in confidence?  Phone sales tips that worked in the past won’t necessarily work in today’s world due to a change in culture and the vast availability of information available.  In addition, quality, experienced phone sales...

Managing an Inbound Contact Center
Managing an Inbound Contact Center Like a Boss

Let’s discuss some tips to always manage your inbound call center like a boss, because quite frankly, you are the boss!  One of the most challenging things about managing an inbound contact center is that you have to be incredibly reactive, rather than proactive, which can leave many people feeling powerless to effect change within...

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Managing an Outbound Call Center like a Rock Star

When you are in charge of managing an outbound contact center, you have a lot of responsibility resting on your shoulders. It’s up to you to ensure that all outbound calls that are made from your center are not only courteous, but also incredibly successful. So what does this look like on a practical basis?1....