Accurate caller ID display is imperitive for outbound dialing campaigns. Rich call data aims to improve the way in which caller ID information is relayed. With this new method, consumers should gain more confidence in answering business calls.
Call compliance is essential for contact centers conducting outbound dialing. Abiding by the TCPA, DNC and ensuring your calls are STIR/SHAKEN compliant can help bolster the success of your contact center.
With many agents returning to work, and some still working at home, managing a hybrid work environment is essential. Providing your agents a flexible work environment can improve productivity and enhance your contact center’s success.
Lead management is an essential process in an outbound dialing campaign. To ensure your agents receive fair treatment, lead distribution should be equal. These lead management tips can improve your operations.
Your dialing strategy is only as effective as your lead list. Analyzing these lead KPIs can provide insight into how effective your lead lists are. Make sure your agents aren’t wasting their time by dialing bad leads.
Managing a successful call center requires constant optimization and improvement. Monitoring your agent KPI metrics is part of this process. These are some of the most important agent metrics you should analyze.