With increased regulations, call centers are having a harder time adapting and compete. Call spoofing and erroneous phone number flags are among the latest issues call centers have to deal with. Monitoring your numbers is key to protecting your reputation.
Fed up with endless robocalls, consumers are not hesitant to flag numbers from unwanted calls. These calling techniques could be hurting your business and increase the likelyhood your numbers get flagged as "Spam Risk", "Scam Likely" or "Nuisance Call".
Using proper phone etiquette can dramatically improve your customer experience and conversion rates. Phone etiquette begins with your dialing lists, campaign setup and caller ID but ultimately ends with your agents' performance on the call.
Every call center should be aware of compliance laws. While the TCPA and DNC are known by almost everyone, there are industry and regional specific compliance regulations that could affect your business. Here are some of the major call compliance laws you should know about.
Blended call centers provide opportunities to improve the customers' experience. Automated call routing and skill based routing ensures customers reach agents with the appropriate skill level to resolve issues. Outbound calls also benefit agents from enhanced data forecasting.