Posted on

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”

Posted on

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”

Posted on

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”

Posted on

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”

Posted on

Feature Highlight: Asterisk Scripts

Within the Q-Suite we have our dialplan builder with extensive options to route and manipulate calls. The dialplan builder meets the needs of most situations but from time to time you need to get low level and go right into the asterisk dialplan. If it is only a couple of statements the dialplan builder has the Execute command, but when it’s more involved that’s where the Q-Suite’s Asterisk Scripts option comes in. Continue reading “Feature Highlight: Asterisk Scripts”

Posted on

Improve Your Agents: Customizing Your Call Center Software Part 2

You can make your agents better. At least you can help them perform better, and you probably don’t care about the difference. The ability to adjust your incoming call flow improves operations from the client side and can make the system as a whole work better. Optimizing operations on the other end, the agent interface, can have the same effect once the call has been answered. The interface, especially the client interaction script, has to be well organized and present the correct information in an easy to read format in order to give your agent a chance to handle the call effectively. Continue reading “Improve Your Agents: Customizing Your Call Center Software Part 2”