Make Your Call Center Technology Work For You

Your call center is constantly having to deal with new challenges. Your client decides things now have to be done this way or that. Regulations change and now you need to record your data differently. Or not record it at all. A new business opportunity springs out of nowhere, and you have to respond quickly to capitalize. When you’re handling change every day, it’s important to have a flexible call center system. Our Q-Suite software is such a system.

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Feature Highlight: Conference Rooms

The common conference room, a necessity in today’s world with employees working from home, travelling, and distant customers. No product with PBX functionalities should be without one.

Lets take a look at the options for the conference rooms provided by the Q-Suite.

The options seen are:

  • Name – a Friendly name. If the room is used for a purpose, as our example is, then it’s best to name it after that. This will be the name seen elsewhere within the system.
  • Extension – the extension used for directly dialing it from an extension.
  • PBX Server – This is hidden if your system has a single PBX server. In the case where there is multiple this can be used to distribute load or in the case of a geo-diverse system ensure the conference is on the server closest to the majority of participants to ensure quality and limit bandwidth usage.
  • PIN – a numeric pin to secure the conference with.
  • Disable first member message – If checked this will not playback a message stating the first member is the only one in the conference.
  • Announce user count on join – If checked this will announce to the user how many users are already in the conference they are joining.
  • Play music on hold for single member – If checked this will play music on hold when the conference has a single user. Otherwise the user will only hear silence.
  • Music On Hold Class – what music on hold to play when it’s a single user conference and the above is checked.
  • Suppress enter/leave sound – If checked a user joining or leaving the conference will not trigger the tones to be played to all conference members.
  • Announce names on enter/leave – If checked each user joining will be prompted to record their name before they join. This recording will be used as the join or leave

With all of these options you can configure the conference rooms you needed. However to fully leverage conference rooms, or any single feature, the ability to combine and interlink them to suit your needs is required. Let’s take the example of a daily standup which needs a conference room for a few remote employees. It’s always starts at 8am and lasts about 30 minutes. One way to ensure outside callers do not use it outside of this hours is a pin but you can also mix it with the Routing Rules so the DID or IVR/Auto Attendant option is not configured to point directly to the conference room but to a routing rule first. This routing rule will only route callers there at 8am until 8:30, although I’d recommend 15 mins earlier at least to allow early callers in and maybe a bit longer depending if the meeting has a strict end time or not.  The routing rule can then send them to an auto attendant or elsewhere in the system if it’s outside of the hours — add multiple rules to allow different routing if it’s before to note they are to early, or if they are late to send them to a recording of the conference to hear what they missed.

Your Leads, Your Rules

You may be using agent owned leads for at least some campaigns in your call center. It’s important to remember your agents don’t actually own the leads. Whether it’s just making sure the scheduled callback comes back to the correct agent, or if you’ve got a CRM integration where the same agent is expected to work the same lead, you may need to reassign those leads. Continue reading Your Leads, Your Rules

Give Your Callers Exits to Keep Them From Waiting

In an emergency, it is necessary to fly to the door.

Waiting in an inbound queue until the next available agent is prepared to accept your call is an inevitable situation. If you’ve ever needed to call your service provider to add/cancel services or to place an order over the phone, you will run into this scenario. Using some of the available features in the Q-Suite, as a call center ACD administrator you can help ease the waiting times of your customers by providing manually triggered exits for the caller.

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Rise of the Robots – Outbound Dialing Part 5

If preview dialing is slow and methodical, and predictive dialing is dialing on steroids, you have to wonder how to characterize auto dialing.

To be clear, here we’re discussing auto dialing that doesn’t involve predictive dialing. That’s a special case of an auto dialer that attempts to connect agents to calls as soon as possible. There are cases where you don’t want to involve an agent, or only in certain cases. You may need an auto dialer.

An auto dialer is usually used in three cases:

Continue reading Rise of the Robots – Outbound Dialing Part 5

Progressively Profitable Call Center – Outbound Dialing Part 4


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. Becsteady progress can be profitable in the call centerause 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

The Power of Prediction – Outbound Dialing Part 3: Predictive Dialing

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.
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Feature Highlight: Auto-Attendants

decision business analyze In the past we have covered the Q-Suite’s Visual Dialplan Builder with its ease of use and capabilities to handle any, from basic to very complex, requirements of an IVR. However, before the Q-Suite had the dialplan builder, we had the auto-attendant features, which allowed for a menu structure to provide the caller options to select and be sent within the system. One can argue the dialplan builder can do everything the auto-attendants can and I would not disagree. However, the auto-attendant configuration screens have been kept in the product due to their ease of use that allows anyone to have a multi-level menu system up and going within minutes. Continue reading Feature Highlight: Auto-Attendants

Buy or Rent? Finance or Lease? The Contact Center Edition

Buy Or Rent ConceptI 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?

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