Although call masking can be used to keep some phone numbers hidden, it’s nice to know who is calling you the rest of the time. One of the lesser-known ways of doing so is to have your device announce caller names out loud. Not only can this save you t…
When it comes to keeping customers on the line, there are four key call center IVR (Interactive Voice Response) practices that make a real difference. These practices are vital because they address common reasons why customers hang up—and can help you …
Hiring pros to record your IVR voice is a good move in pretty much every case. Of course, the DIY route can be awfully tempting, but don’t underestimate how much a really good automated first impression can matter. Nevertheless, there are still a few n…
Robocalls are those automated recordings that start a few seconds after you answer the call. Sometimes they’re election-related; other times, they may be a business trying to sell you something. Most of the time, though, these calls are scammers trying…
If you’re still paying a lot every time you pick up the phone to call grandma in the next state or your best friend in another country, you’re doing it wrong. Subscribing to an expensive long-distance calling plan or paying a high per minute rate is a …
Everyone has an opinion on what working in a call center feels like. The truth is, working as a call center agent can be a rewarding, challenging, and fulfilling experience—sometimes, all at once. Whether you’re fully invested in getting a call c…
Video games are designed to keep us hooked on a story. The challenges, the badges, the achievements and leaderboards—they’re all meant to keep us glued to the game. In business, gamification applies the same tactics to motivate customers and empl…
Call center shrinkage refers to the lost productivity and efficiency that call centers experience due to factors like high employee turnover, absenteeism, and poor training. It’s estimated that the average rate of call center shrinkage falls betw…
If you’re busy managing or running a business, the last thing you want to be stuck doing is manually testing your IVR (Interactive Voice Response) system. Fortunately, there are several IVR testing tools that can do it for you. This means you won’t hav…
Call screening lets you learn who’s calling before you respond to incoming calls. It’s like looking through the peephole before opening the door. Doing so, you’re able to eliminate unwanted spam and scammers and save precious time. Wonderin…
The average hourly pay range for a call center representative in the United States is $12.00 to $24.00 per hour. Salaries for this position range from $24,286 to $39,640 per year. These figures represent an average range in the United States. That does…
Outbound Interactive Voice Response (IVR) systems can send out reminders about appointments and prescription refills, deliver marketing messages, and confirm deliveries and shipments. But when you add Artificial Intelligence (AI) tools to the mix, you …
Nobody wants unsolicited calls. To start, you can register your number on the U.S. Do Not Call Registry via their website or by calling 1-888-382-1222 (TTY: 1-866-290-4236). Unfortunately, while it’s a good first step, it won’t stop spam calls. The Do …
Whether you’re adding a call center to existing business operations or building a call center as a standalone service to other companies, the process is largely the same. Start small, iterate, and grow from there. Here’s how to do it, step-by-step. Ste…
Clicking the Skip button or hanging up the phone before an optional survey can start is hardly ever a big deal—unless you’re the one giving out the survey and need responses. In particular, IVR phone surveys are infamous for having bad completion rates…
