Contact Center Software for Asterisk Telephony
Information for Asterisk based contact centers
Crunch time is coming. You can prepare for it and sail through it, or you can let it overwhelm you and lose the respect of your clients. Some call centers handle crunch time poorly, no matter how far in advance it’s known. April 15 comes at the same time each year, after all. So does Christmas, Thanksgiving, Memorial Day weekend, Labour Day, the end of the year. Continue reading “Crunch Time is Coming”
Slow and steady wins the race. It’s not about the slow, it’s about the steady, really. Preview dialing can be slow. Predictive dialing can be a bit unpredictable at times. With progressive dialing, your agents are always doing something. Progressive is the default method most call center software uses to route calls to agents. A lead pops up on the screen at the same time it begins dialing. Bec
ause it is dialing on behalf of a specific agent, that agent does hear call progress. If the call is connected, the agent is there the moment the caller picks up. Continue reading “Progressively Profitable Call Center – Outbound Dialing Part 4”
If your goal is to keep your call center as busy as possible, and you have plenty of leads, lines and agents, then predictive dialing may be right for you. Many people confuse predictive dialing with power dialing, but they are different. Power dialing is usually the straightforward dialing of X number of calls for every agent currently waiting for a call. It’s an unsophisticated approach that’s easy to implement, so it is widely available.
Continue reading “The Power of Prediction – Outbound Dialing Part 3: Predictive Dialing”
We’ve talked a few times in older posts about how agents can effectively use scripts and how scripts can be created with ease in the Q-Suite. Aside from the scripts being used by agents in day to day operations and how to actually construct the scripts themselves, we haven’t necessarily talked about how an administrator can manage these scripts. Let’s do that now. Continue reading “Customize Your Experience!”
Your MVP has been a topic of discussion in startups and small business for a few years now. The phrase usually means “minimum viable product” – the smallest set of features and functionality that can get you off the ground and have customers buying your product. There’s an MVP for your call center as well. Continue reading “Your Call Center MVP”
Thousands of volunteer experts have worked on Asterisk since 1999. This has made it into a powerhouse platform for telephony that you can use in your own system. Today it is a proven technology used by millions of users. Call centers and major PBX users are abandoning their legacy proprietary telephone switches to get the benefits offered by this Open-Source system. Continue reading “Thousands helping Millions, Helping Your Federated Call Center Deployment”
I have a scenario approaching quickly with regards to this topic. My previous two vehicles were leased. My third was financed, with the end date of the loan coming up, which means no more direct vehicle payments. This end goal was very appealing to me, hence the purchasing of the most recent vehicle as opposed to leasing it. Maintenance costs are going to crop up, but those are unavoidable. I did truly like the convenience of having a leased car, mostly because if anything at all went awry in the lifetime of the lease, the dealer covered almost any and all expenses. This is not the case with owning of course. This leads me to the actual topic here: Should I lease my contact center or should I buy it?
Continue reading “Buy or Rent? Finance or Lease? The Contact Center Edition”
Do you know who your clients are? Do your agents? In some outbound dialing campaigns, it’s critical for your agents to know to whom they are speaking before they’ve said “Hello.” The leads are distinct enough that the agent needs to familiarize herself with the particulars of this particular contact before clicking “Dial”. In some cases, this may mean a few minutes of study. Continue reading “Better Know Your Leads — Outbound Dialing Part 2: Preview Dialing”
As internet users, we were all exposed to one of the most ridiculous debates of all-time a short while ago: Is the dress white and gold or blue and black? It was (clearly) blue and black. However this leads me into my next topic. As a user of contact center ACD software, what do I see? Let’s talk a bit about privileges. Continue reading “White and Gold or Blue and Black?”
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”