Are the Kardashians Hurting Your Business?

You have a bunch of agents you’d like to keep busy, but call volumes are low. You can’t send anyone home, because it might get busy later. You’ll go broke if your agents spend most of their time discussing their favorite Kardashian.

Do you have to wait for people to call in? Continue reading Are the Kardashians Hurting Your Business?

Five Keys To Dialing Your Leads Effectively

You can have a great dialer, a wonderful staff, and effective management, but if your lead queuing strategy is wrong, your outbound campaign is going to fail. Great agents can’t sell to people who aren’t home. The best product for working couples isn’t likely to be sold from 9-5. Your restaurant supply company isn’t going to close any sales between 11am and 1pm local time, when the restaurants in question are struggling to handle the lunch crowd. Continue reading Five Keys To Dialing Your Leads Effectively

Warm Leads and Outbound Dialing in Today’s Environment

Outbound dialing in the call center has undergone a revolutionary change in the past decade.  In October of 2004, the Supreme Court of the United States allowed a ruling from a lower court to stand that enabled the FTC Do Not Call regulations.  The widespread registration of home phones, along with restrictions on dialing cellphones (and their increasing share of the number of phones outstanding), signaled a massive shift in the way outbound contact centers would operate.  Automatic or predictive dialing was not killed off then, but it has been in critical condition since. Continue reading Warm Leads and Outbound Dialing in Today’s Environment