Customer service is the back bone of the call center industry. While technology drives a call center's ability to reach customers, ultimately the agent's performance sets the tone of the conversation. Poor customer service can lead to missed call opportunities.
Due to robocallers and call spoofing, fraud was rampant among telecommunications. As a business, it is your duty to ensure your customers are safe. Here are some key fraud risk detection strategies your business can employ for your business calls.
Call centers are employing call monitoring as a tool to mitigate flags, labels and identify call spoofing efforts. However even with call monitoring, your caller ID can show differently across major carriers. How does your caller ID display?
Your caller ID is the first impression of your business. Ensure your agents are making a great first impression to your customers. Dialing with an incorrect caller ID can negatively impact your business' reputation.
Dialing software is essential for all outbound campaigns. Varying by industry or campaign, some dialers can help a business excel. These industries can particularly benefit from using either a predictive or preview dialer.
Call management is a crucial aspect of any outbound campaign. However many do not think about how mismanagement can tarnish your phone numbers' reputation. These tips can help ensure you keep your caller IDs clean during your dialing campaign.
Call center software is essential to ensuring your campaigns run effectively. Misconfigurations in software have the potential to ruin your entire campaign, and even your reputation. Look out for these common misconfigurations in your software.
Call centers are evolving and must adapt to new trends and technology. Healthcare call centers may see the biggest changes with the advent of telemedicine. These tips will help your call center maintain it's phone number and business reputation.
STIR/SHAKEN has been in the works for well over 2 years now. While robocalls saw a dip during the height of the pandemic, they are coming back in full force. Soon carriers and service providers will have the framework needed to block unwanted robocalls.
Call centers have to abide by compliance regulations, however there are also some call standards managers should be up to date on. Following these standards can help minimize the risk of getting your phone numbers flagged or blocked.