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What Makes a Good Call Center?
What Makes a Good Call Center?

Satisfying Culture & Customer ServiceA call center is, in most cases, the only human interaction that a customer has with the business. These interactions largely impact the customer’s view and feelings associated with the business. While customers can have other feelings associated with the company based on live chats, the website, social media, etc, their viewpoint...

Sales Management Tools
9 Call Metrics Sales Managers Should Track

As a manager, it can be hard to track the progress and results of the operations in the company. That’s why call metrics come in handy! Save yourself time and money by implementing these 9 call center metrics. Call Metric #1: Calls Until a ConversionYour agents call anywhere from 50-80 prospects a day, but how many...

Dialer Campaigns Structure
Call Center Dialer Campaigns Structure

 Call center software can be confusing, especially if you’re new to the industry and dialer campaigns. In an attempt to make things simpler, we’ve created an info graphic showing off the structure of the campaign in the Parrot Predictive Dialer and how the pieces of the puzzle fit together for your dialer campaigns. The Dialer Campaign Campaigns are...

Contact Center Management
5 Call Center Management Best Practices

Managing a customer contact center can be a difficult task. You may be dealing with anything from a handful of callers to hundreds of them, all attempting to squeeze as many calls as they can into each work period, making one call after another and another. Keeping call center morale up is a big issue,...

Call Center Tracking
Call Center Tracking

Cloud Based Call Center Software Results TrackingIt is highly suggested that during the Paleolithic era, some twelve to thirty thousand years ago, ancient humans recognized a pattern in the sky that burgeoned our primitive understanding of time, i.e. the changing phases of the moon. Thousands of years later around 3500 B.C.E. people sought a deeper comprehension...

Call Center Technology
Call Center Technology: Trends, Solutions & Must-Haves

Did you know that your business’ call center can serve as a revenue center? It can, and with the right call center technology, your customer service agents will be better equipped to respond to customer queries quickly and efficiently.Table of ContentsCall Center Technology TrendsCall Center SolutionsNew Contact Center TechnologiesTop 10 Call Center Technology Must-HavesWhat to...

Average Wait Time for a Dialer
What is Average Wait Time & Drop Rate for an Outbound Call Center?

For outbound call centers, having both a good average wait time between calls for your agents and a low drop rate is vital to running an effective, efficient call center with your predictive dialer. Before we get into the causes, let’s define the terms first.Average wait time (AWT) – This is the average time and agent waits...

Answering Machine Detection (AMD)
Answering Machine Detection: Full Guide

Have you ever called someone and hear them begin to speak “Hello,” followed by a disappointing “Sorry I’m unable to take your call right now. Please leave a message and I will…?” Of course you have. You get an answering machine for two reasons: the person can’t pick up or the person doesn’t want to pick up....

managing call center campaigns
Your Guide to Managing Call Center Campaigns

Quit Juggling & Start ManagingBeing the boss is tough, especially if you’re one who’s managing a call center with phone dialer software. It’s your responsibility to ensure high agent performance, exceptional customer service, and deliver quality reports. You are also tasked with balancing the finite resources you’re equipped with.  Nearly everything you do must be time-efficient...

Call Center Culture
How to Build a Call Center Culture for Effective Results

Call Center Culture Matters – Serious Tips for Serious ResultsFor many businesses, their call centers are the primary point of contact with consumers. Whether someone is calling to place an order, request information about a product, inquire about a delivery date or voice a complaint, a call center is expected to handle everything pleasantly, informatively...