An Arsenal of Features to Maximize Call Center Efficiency

DESIGNED TO PRODUCE BETTER CALL CENTER RESULTS - FASTER

Whether you’re dealing with inbound or outbound calling, features such as predictive dialing and cloud contact center solutions make every call productive and lucrative. Using a hosted predictive dialer on outbound calls means that your agents won’t waste time dead ends. Analytics that can be scrutinized down to individual agents allows you to drill down the metrics and see where success is happening and why.

hosted predictive dialer
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Predictive Dialing maximizes high volume outbound sales contact rates
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Predictive Dialing optimize follow up calls critical to sales, enrollment and admissions success

OUTBOUND CALL MANAGEMENT

Outbound calling can be time consuming, and time is money. Therefore, connecting agents to lucrative leads quickly and avoiding bad numbers, full voicemail boxes, and busy signals is essential to both profitability and efficiency. This is readily achieved by using predictive dialing, which cuts out wasted time by ensuring more intelligent connection between call leads and agents. Maximizing contact rates means successful sales and enrollment, and that’s exactly what a hosted predictive dialer does. This allows agents to get on with the most important part of their job, which is to connect with customers. While this might be a sale, an admission, an appointment, or simply a resolved complaint, the core principle is to facilitate fast, efficient agent-to-customer connection.

The support doesn’t stop there, though. ChaseData’s outbound call center solutions also include time saving features, including but not limited to, single click customized disposition, which allows agents to make notes on the result of the call; call recording for playback and training purposes; and a dashboard where supervisors can manage agents directly.

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INBOUND CONTACT CENTER

How you handle inbound calling can make or break a business, since starting with the first ring, you’re on someone else’s time. Managing inbound calls effectively and minimizing problems that give customers headaches such as extensive wait times, convoluted menu options, and being rerouted to several different agents can make a huge difference in your profitability. Revamping your inbound call system is simple with cloud contact center solutions. Using automatic call distribution (ACD) and interactive voice response (IVR), inbound calls are promptly re-routed using an intelligent set of parameters to connect the caller to the appropriate agent.

This is achieved by segregating callers from the moment they can be identified, beginning with a look-up of an inbound caller ID. The ACD system then segments the caller by pre-set rules, such as language, open service tickets, consumer versus B2B, or a response to an outbound call, and connects them appropriately. This connection can be to a live agent, queue, or the IVR system. After the call is resolved, further reports and intelligence can be gained to help improve the performance of call center agents. Smarter inbound call routing means elevated profits, increased customer satisfaction, and better agent performance.

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  • Segments callers by reverse look up of inbound caller ID
  • Segregates consumer vs. B2B inbound traffic.
  • Increase profits with a better inbound call center
  • Improve Agent calls handled
  • Improve average handled time
  • Improve service levels
  • Improve number of successful calls per month

BLENDED CONTACT CENTER

A blended call center is all about enabling your agents to communicate with leads in a streamlined way, whether calls are inbound or outbound. A problem that outbound call center agents have historically faced is when a lead responds positively and requests a call back, and depending on the system, the agent is unable to directly reconnect. That’s where cloud contact center solutions come in, allowing businesses of all sizes to use blended call center features without installing an on-site dialer.

This also means that agents can multi-task, answering inbound calls and attending to outbound predictive dialing as well. An efficient agent also equates to a happy customer who feels valued and individualized, even when you’re dealing with a list of thousands of leads. Client feedback shows that using a blended contact center means that calls are handled in less time, service levels improve, and agents place more successful calls per month.

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This dialer is one of the most easy going software and most efficient dialer in the industry. They meet every technology features and plus they are able to customize your dialer based on your needs.

I highly recommend ChaseData Powerstation

~ Arsim S., Senior Tech manager, First Class Vacation

MULTICHANNEL CONTACT CENTER

In the age of social media, no one relies solely on phone calls anymore. While the majority of households have phone service and some retain landlines, if someone wants to communicate with a business in the 21st century, they’re just as likely to tweet as they are to call. In fact, they might be more likely to connect via social media, because it’s easier. That’s where a multichannel contact center comes in. ChaseData’s comprehensive solution package includes phone, chat, social media, email, and click-to-call features to allow contact from customer to business to be effortless and managed efficiently.

ChaseData’s cloud contact center solutions are all about centralizing productive communication between customer and agent, and then pushing the interaction toward resolution by choosing the appropriate platform. Multichannel contact makes use of all possible avenues to ensure that not a single connection slips through the cracks, maximizes customer satisfaction, and inspires brand trust.

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    Phone Support
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    Chat Support
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    Email Support
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    Social Media Support
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    Click-To-Call

CALL CENTER QUALITY ASSURANCE

Every call with a customer is an opportunity to deliver superior service or to secure a sale. You need to ensure that agents are properly trained, coached and monitored to succeed. ChaseData arms Managers and Supervisors with the monitoring and coaching tools they need to better manage their teams.

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  • Track the work and productivity of every agent
  • Improve overall employee satisfaction
  • Monitor and coach your agents
  • View key metrics of your anpaigns in real time

REPORTING AND ANALYTICS

Effective management is key when it comes to productive call centers, whether it’s training, productivity tracking, employee satisfaction, or campaign metrics. Successfully balancing the human element with hard data is what draws out the best performance from agents, highlighting strengths and revealing weaknesses while taking into account that your staff is human. ChaseData’s reporting and analytics feature allows you to do all of that and more, assessing each employee’s performance based on data.

This feature is also oriented toward staff training. Having the ability to monitor agents and understand where they might be going wrong, as well what they’re doing right, is indispensable knowledge when you’re refining your approach to customer service. Not only that, but it also allows managers to individually coach and tutor employees who may be underachieving, as well as noting those who are keeping their numbers up. Metrics are important, and ChaseData’s model allows you to take full advantage in an accessible way.

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INTEGRATIONS

Customizing workflow is all about integrating preferred third-party apps, and that’s where app integration comes in. Cloud contact center solutions by ChaseData include integration services, allowing agents to utilize apps such as Salesforce® API, Sugar® CRM, Zoho®, and Oracle®. Third party apps are a way of life not only at work, but also at home. ChaseData is constantly working to provide integration of more third party apps, but since these are the core to the current call center industry and assist with workflow management, they are supported.

These apps cooperate with ChaseData’s hosted predictive dialer which is based in the cloud, allowing agents to work efficiently by utilizing the apps of their choice alongside their active leads to manage workflow and ensure results. In the current day and age, third party apps are constantly being utilized, and it’s only logical to branch out and integrate them into your contact center operations.

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