Share what you know with millions of people

Focus is the best place to turn what you know into remarkable content

×

Santiago Hernández

Follow Following Unfollow

http://www.inconcertcc.com/

0 points

Oct. 5, 2010

Santiago Hernández and 1 other person answered this question

How do you incorporate the DNC (Do Not Call) list into an auto dialer?

Our company provides an auto dialer system with DNC List support, its very simple to manage so you can just upload a cvs file with the contacts you dont want to call and the dialer will not contact these numbers.
If you have any questions ... more

Information Technology

Autodialer System

Oct. 5, 2010

Santiago Hernández and 3 other people answered this question

What are the benefits of having telesales agents work from home?

I think it have a lot of benefits, for example you reduce costs like electricity, telemarketers will work more comfortable at home, they will start their shift always on time because they dont need to drive to the office and the wheater does not matters.
Nowadays ... more

Telemarketing Reps

Oct. 5, 2010

Santiago Hernández and 6 other people answered this question

What are the top internal metrics that you use to measure your contact center?

I think you can measure efficiency and productivity in many ways, depending of what does they mean to you.
For example, in my opinion you can focus in some indicators like Abandon rate (Inbound and outbound), how many sells you made per day or per ... more

Customer Service

Information Technology

Contact Center Technologies

Oct. 5, 2010

Santiago Hernández recommends this answer by Willy Winkler

How do you monitor call quality?

Assuming quality is related to first call resolution, SLA compliance or plain and simple selling more, you have a few extra steps to assure call quality:
* Passive call listening in realtime
* Monitor indicators of performance deviation(for example very long calls)
* Supervisor barge-in with whispering functionality, ... more

Customer Service

Information Technology

Oct. 5, 2010

Santiago Hernández recommends this answer by Willy Winkler

Predictive dialer system vs. click-to-dial: which is better for contact centers?

As always, you should use the right tool for the job.
Predictive dialers - when done properly - assist you the following way:
* 92%-95% of REAL talking time for the agents
* Consistent dialing rules for the campaign(how you handle a "number changed" disposition)
* Answering machine and ... more

Customer Service

Information Technology

Following 0 Topics

Following 0 People

Followed by 0 People