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Five Keys To Dialing Your Leads Effectively

Correct lead queuing strategy

You can have a great dialer, a wonderful staff, and effective management, but if your lead queuing strategy is wrong, your outbound campaign is going to fail. Great agents can’t sell to people who aren’t home. The best product for working couples isn’t likely to be sold from 9-5. Your restaurant supply company isn’t going to close any sales between 11am and 1pm local time, when the restaurants in question are struggling to handle the lunch crowd. Continue reading “Five Keys To Dialing Your Leads Effectively”

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Outbound Dialing Part 1: Profit from the Four Ps of Outbound Dialing

Connect More with Your Call Center SoftwareAre your outbound agents spending most of their time talking to clients, or each other? If you’re not using the right mode of dialing for your campaign, it could be the former. When you have an outbound dialing campaign, the agent talk rate is going to be a big factor in its effectiveness. The more time agents spend talking to clients, the better. You need to have a good understanding of the options available, and when each may be most effective. Continue reading “Outbound Dialing Part 1: Profit from the Four Ps of Outbound Dialing”

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Keeping callers (or me in this case) interested…or at least trying to

I’m going to ramble a bit here about a personal experience I had a few days ago. I was calling in to Rogers to ask about their new tiers on Internet packages. The one that looks the most similar to mine, as far as details and pricing, is significantly better so I want to know if I can get a no hassle, no cost upgrade to this new tier. I eventually get sent to the Loyalty department, where after about a minute or so, I get put on hold. After about 15 minutes, Skype apparently decided I was connected for too long and disconnected or I hit the hold timeout for that queue, which is annoying in either case. However, while being on hold a few things popped into my mind. Continue reading “Keeping callers (or me in this case) interested…or at least trying to”

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The Art of the Search

Search iconBefore it became synonymous with ‘Google it’, searching was how we all went about our business on our web browsers when a particular item needed some clarification or a certain question needed some answering. With regards to the Q-Suite, searching can be custom tailored to meet specific needs, as far as how data is entered in order to query the database with efficiency. Search templates hold these structures so let us take a bit of a look as to how and why you may want to use them.

Continue reading “The Art of the Search”

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Your Call Center by the Numbers, or How I Lost $2099.60 in the Stock Market

Are you sure you know what your call center is doing

My wife says I should blog about the time I lost $2099.60 in the stock market. It was this week, so it’s timely. She’s one of my favourite people, so I’ll indulge her. So, I logged into the website for my discount brokerage, and found that in the weeks since I last looked, one of my new favourite investments was down a whopping $2099.60. Continue reading “Your Call Center by the Numbers, or How I Lost $2099.60 in the Stock Market”

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One hard worker among many: Team Spotlight

Still going strong after all these yearsIn one of the earliest posts on this blog, James introduced everyone to our brand new kettle, which he thought might inspire nightmares in some.

More than six years later, the kettle is still chugging along. It seems less nightmarish now. Given the number of tea drinkers in the office, it may be one of the hardest working members of the team.

As you can see, it does have the looming spectre of the Keurig ever present over its shoulder. Knowing that its job is in jeopardy should it ever falter, we expect to see further prodigious output from this kettle for years to come.

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Is Anybody There? Logging Agents Out of Your Call Center Software

Agent behaviour isn’t always perfectly aligned with the needs of the call center. An example of this is agent logout from the call center software. This is something that comes up from time to time. How do we make sure that agents who are logged in are actually available and working, and that agents who have gone for the day are logged out? Continue reading “Is Anybody There? Logging Agents Out of Your Call Center Software”

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Blog Post Revisited: Capacity planning for large call centers using Asterisk

It’s been almost five years since the post was made in reference to capacity planning for large call centers using Asterisk. As we know, five years is almost an eternity in the world of technology. With that in mind, almost all of the information in that post is still relevant today in some way, shape, or form. Continue reading “Blog Post Revisited: Capacity planning for large call centers using Asterisk”