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Best Practices for Call Recording in Call Centers

"This call may be monitored or recorded for quality assurance purposes." Many people dread hearing this phrase in their personal lives, but it exists for good reasons. As a consumer, it's for our protection. As a call center operator, it's not only for our protection, but it also creates a framework for improving the performance of call center agents. To help you with your call center performance, we've assembled a few best practices for call recording in call centers.

2019-02-18T17:12:05+00:00June 19th, 2018|1 Comment

Strategies for Creating Statuses in Your CRM or Dialer

  Today's subject will be about strategies for creating statuses in your CRM or dialer. Beau Bratton, founder and CEO of Speed to Contact, describes the advantages and disadvantages of how you set up your CRM status codes for your sales team. Can you have too many? Yes, but you [...]

2018-01-31T22:07:38+00:00November 9th, 2016|0 Comments

Major Ricochet Updates

NEW RICOCHET FEATURES AND UPDATES! Our team has been hard at work building exciting new features and working countless hours to ensure greater system stability and highest performance possible. We're excited how things have turned out and we want to share some of the latest enhancements that are now available [...]

2019-06-07T22:13:05+00:00April 4th, 2016|0 Comments

Predictive Dialer Rules: Abandonment Rate – Concurrent Call Ratio – Recording – TCPA – FTC Regulations

It is important that you understand what the predictive dialer rules are to prevent any legal action being taken, as well as to ensure you run optimal campaigns. You also want to make sure you check with an attorney about the rules and legalities of your state and industry. [...]

2019-01-30T20:46:55+00:00January 4th, 2016|1 Comment

Hosted Predictive Dialer Systems and How They Work for Business and Call Centers

Hosted predictive dialer systems work by looking at how many agents you have logged in, making a certain amount of phone calls, patching consumers when they pick up the phone to available agents, and predicting how many agents will be available using a simple algorithm. We'll describe the different variables of hosted predictive dialer systems and how they are used.

2019-06-07T22:12:11+00:00January 2nd, 2016|0 Comments

4 Essential Features of a Small Business CRM

CRM software was originally designed for corporations and large businesses. Eventually, small and midsize mainstream businesses came to recognize the power that a solid lead management or CRM system provides. In many cases, the complex solutions that accommodate large businesses simply do not work for smaller companies. Small business CRMs [...]

2019-06-07T22:12:51+00:00December 1st, 2015|0 Comments

The Different Types of Sales Dialers for Call Centers to Contact Leads

When selecting between sales dialers for your business or call center, you have a few different options. There are three main types of dialers, which each have strengths and weaknesses. We outline these three types of sales dialers for contacting leads and provide details regarding how each one may be best suited for your business or call center.

2019-02-18T17:18:20+00:00October 30th, 2015|0 Comments

How To Improve Your Contact Rates

Best Practices for Ultra-Fast Lead to Call Response Times and Contact Rates Many companies invest heavily in generating online leads, but most of those investments are wasted because of poor contact rates. Lead to call response times are critical for converting online prospects to sales. Most sales go to [...]

2019-06-07T22:12:11+00:00August 6th, 2015|0 Comments