"This call may be monitored or recorded for quality assurance purposes." Many people dread hearing this phrase in their personal lives, but it exists for good reasons. As a consumer, it's for our protection. As a call center operator, it's not only for our protection, but it also creates a framework for improving the performance of call center agents. To help you with your call center performance, we've assembled a few best practices for call recording in call centers.
As the calendar turns, it's a good time of year to review your numbers. Do more of what works and less of what doesn't. That's how your business can really benefit from tracking metrics. As Stijn Debrouwere once said, "Metrics are for doing, not for staring. Never measure just [...]
In the market for a new SaaS dialer or CRM solution? Frustrated by the evaluation process when comparing dialer & CRM solutions? You’re not alone. Selecting a SaaS product can be confusing, but we’re here to make things easier. When evaluating SaaS solutions, here are 10 questions questions you [...]
Strategies for Creating Status Codes in Your CRM or Dialer Hello, my name is Beau Bratton. I’m the founder and general manager of Speed to Contact in Torrance, California. Our website is speedtocontact.com. We’re the makers of Ricochet, the fastest dialer, CRM and marketing automation platform on the [...]
A predictive dialer is a software or hardware system that creates a highly efficient way to make phone calls. Telemarketing and sales call centers often use predictive dialers. A dialer uses a list of telephone numbers to automatically place calls for the agent. The goal of a predictive dialer [...]
NEW RICOCHET FEATURES AND UPDATES! Our team has been hard at work building exciting new features and working countless hours to ensure greater system stability and highest performance possible. We're excited how things have turned out and we want to share some of the latest enhancements that are now available [...]
Predictive Dialer Rules: Abandonment Rate – Concurrent Call Ratio – Recording – TCPA – FTC Regulations
It is important that you understand what the predictive dialer rules are to prevent any legal action being taken and for running optimal campaigns. You also want to make sure you check with an attorney about the rules and legalities of your state and industry. We are going to provide [...]
Hosted predictive dialer systems work by looking at how many agents you have logged in, making a certain amount of phone calls, patching consumers when they pick up the phone to available agents, and predicting how many agents will be available using a simple algorithm. We'll describe the different variables of hosted predictive dialer systems and how they are used.
When selecting between dialers for your business or call center, you have a few different options. There are three main types of dialers, which each have strengths and weaknesses. We outline these three types of dialers for contacting sales leads and provide details regarding how each one may be best suited for your business or call center.
The New Telephone Consumer Protection Act (TCPA) (THIS IS NOT MEANT TO BE LEGAL ADVICE) As technology innovations for your telephone and website continue to emerge, these new technologies such as "click to call" are enabling business owners to quickly implement these tools around the globe. While the race is on to [...]