May 9, 2023 - NobelBiz

CRM-Related Problems 1. Outdated Call Information: unused or outdated telephone numbers need to be removed periodically. Establishing “FINAL DISPOSITIONS” can streamline the process of organizing contacts within a dialer. Old data can clog a dialer’s effort in any dialing strategy. Creating the right fields and labeling and formatting them correctly is often an oversight that I’ve seen with many contact centers in the past, preventing them from really reaping the full benefits of an automated dialer. - Brad Butler, Contact Center Software Consultant @ NobelBiz 2. Failing to create contact fields necessary to a department’s needs: When starting a new campaign, identify the information required for an agent to capture and see when talking to a customer/lead. Make sure your dialer has the ability to create custom fields and map data to it. 3. Contacting customers who’ve opted out of your list: make it easy for agents to update the list with the Do Not Call option. If you fail to do so, you are exposing yourself to fines, penalties, and other compliance-related issues.

Day: May 9, 2023

Call Center Dialer Software Optimization: Best Practices