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Discover the latest call center technology and strategies that will shape the industry in 2024. This blog post highlights the top call center trends in 2024 and how they will transform customer service.

Robotic Process Automation (RPA) serves as more than a progression—it drives change within the Business Process Outsourcing (BPO) industry.

Stay on top of regulatory compliance in the call center industry with our comprehensive guide.

Email management software for call centers can help streamline your workflows and offer customer service at a higher level.

Definition of occupancy in call center is often confusing as a metric. However, it can provide an important insight into the efficiency of your agents.

The duties of call center agent can be quite extensive in a modern setting.

An inbound call center company can take over your operations and deliver consistent results, thereby helping support your business at an affordable price.

To support your customers adequately, you need to seek out agents with specific customer service skills.

Call center outsourcing is becoming a more and more common practice, but is it a good choice for your business?

Call center manager duties and responsibilities can only be described as extensive, which is why these professionals can ultimately influence the success of your contact center.

Using some tried and true tips for call agents working from home can help you boost your productivity and keep burnout at bay when embarking on your remote work journey.

Software used in call centers allows you to establish omnichannel support and improve your overall efficiency.

Although it seems simple at first glance, the question of what does a call center agent do is not as straightforward as it was in the past.

Learning how to make effective sales follow up calls requires plenty of practice. So, where’s the best place to start?

By using tried and true telesales techniques and tips, you’ll have all the tools necessary to start converting and driving sales through the roof.

Technology allows small businesses to offer the same level of service as bigger companies with more human and financial resources. Such is the case with call management software, which provides smaller teams with the ability to run an effective call center. However, there are many platforms out there and they all seem pretty much the same. So, how can you choose the right call management software? We can help! As one of the biggest call center companies in the US, here at Aspen Media , we know a quality call management solution when we see it - and we’ll share this knowledge with you today. What is call management software? Call management software (also referred to as a service calls management software) is a solution used for managing incoming calls and routing them to an appropriate agent. Moreover, these systems also enable companies to measure the call center’s and agents’ performance in real time. It’s also very common for call management solutions to combine other tools and integrate them into a single consolidated dashboard to ensure minimal caller wait times. Top 6 call management software solutions We ranked these solutions according to what we believe offers the best functionality, features, and ease of use, in relation to the price. Keep in mind that all the systems mentioned below will work well, it’s only a question of which features you need and how much you’re willing to pay. So, here are the best call management systems in 2024: 1. 8x8 This cloud-based software offers a wide array of features for assisting call center management. With its easy way to manage client inquiries and routing features for a more efficient call resolution, 8x8 can aid companies in expanding their call center services and improving their customer support. Apart from unlimited global calling and auto attendant functionalities, 8x8 is scalable and offers customizable features that allow it to adapt to different scenarios. The only downside is that there’s a steep learning curve involved if you’re to use the software to its maximum potential. Pricing: there are several plans available. The most affordable one is priced at $24 per user per month, while the premium version is $140 per user per month. 2. RingCentral Another cloud-based platform on the list, RingCentral is primarily aimed at hybrid and remote teams that need to support various locations or international phone numbers. In addition to phone routing, virtual numbers, and powerful integrations, it also supports chat, video, and phone channels. Best of all, the audio quality may be the highest out there and the software can run on almost all types of hardware. Still, similar to the solution we discussed previously, RingCentral is hard to set up and your team will have to spend some extra time learning how to use it. Pricing: for what it offers, RingCentral’s prices can only be described as affordable. Expect to pay $19.99 per month for the Essential Plan and $49.99 for the Ultimate Plan. 3. Nextiva If you need to use corporate applications and robust communication capabilities, Nextiva might be the perfect choice. It provides a plethora of communication features and collaboration tools that you can turn into the core of your call center. Along with audio/video conferencing, one-on-one messaging, and plenty of options for data monitoring and managing customer data, Nextiva has everything you need to handle incoming calls, regardless of the volume. Be warned though, because security measures are basic at best. Pricing: the most basic plan ranges from $17 to $24 per month per user and the premium plan ranges from $31 to $38 per month per user. 4. Google Voice You might be surprised, but Google also offers call management software. Google Voice is a VoIP service that allows you to receive, make, and forward calls, as well as send text messages. With features such as call screening, caller ID conceal, and voicemail transcriptions, Google Voice is a capable call center solution you can set up very quickly. Pricing: Google Voice is priced per month per user and the plans range from $10 to $30. 5. GrassHopper GrassHopper is a service calls management software that allows small businesses to manage all inbound and outbound communications. The features you’ll absolutely use to death are immediate response texts, toll-free local numbers, call blasting, and call forwarding. Best of all, you can modify these forwarding functions very easily and make GrassHopper truly your own. Still, there aren’t that many integrations available, while call recording and video conferencing features are missing too. Pricing: you can get a solo plan for $14 per month with the premium plan costing $80 per month per user. 6. OpenPhone Do you need a call management system tailored exclusively for small businesses? Have a look at OpenPhone. Bolstering in-built apps that support call routing and voicemail, OpenPhone is an affordable software for handling calls and supporting seamless communication with your clients. Some of the most exciting features include customized ring orders, AI call transcripts, call recording, and most importantly, Salesforce and HubSpot integrations. Plus, it’s very easy to set up and use. However, there’s a huge downside to OpenPhone - it doesn’t possess the function to transfer outgoing calls, which could be a deal breaker for your business if you’re handling large volumes of outbound calls. Pricing: You can use OpenPhone for $15 per month per user or opt-in for a premium plan that runs for $23 per month per user. Level up your customer service Using these tools, you can handle all customer queries, assign calls to different team members, and record those conversations to evaluate the performance of your call center agents. While all these call management software solutions are solid, you should choose something that can fulfill all your business needs. Make a list of features you need and check out each platform in more detail. See what ticks the boxes, and if you can stomach the price, you’ve found a call management software that will undoubtedly help you level up your customer service. Good luck!

Cold calls are one of the most challenging sales methods. However, you can get your foot in the door by using an effective phone call sales script.

Any hitches in your call center could negatively reflect on overall customer satisfaction. As such, you should keep track of the most important metrics for inbound call center performance.

To make sales in your outreach efforts, you must first work on your outbound calling strategy. That way, you can fine-tune your approach until you reach the desired business goals.

You can drastically improve how your call center functions by implementing some new call center improvement ideas.

Cold calling gets a bad rep, but it can work if you know what you’re doing. Fortunately, you can experience success in cold calling by implementing some tried and tested tips.

If you want to offer a more robust customer experience (and grow your customer base), learning how to improve CSAT score call center is essential.

If you’re always looking for ways to improve your customer service, one of the best ways to do so is to enhance your active listening skills. But why is active listening important?

Probing questions can boost your customer service efforts and help you connect with your customers - but what is a probing question?

If you’re planning on opening a call center, you’re most likely wondering what does ACD stand for and what does it do.

Florida telemarketing laws are often unclear, so before opening up a call center, you must brush up on all the latest changes in the legislature surrounding telemarketing.

There are various types of outbound calls, and each of them can benefit your company in a variety of different ways.

There are different types of inbound calls that can benefit your business and improve your level of customer service.

Outbound customer support is a great way to take your customer experience to the next level and leave the competition in the dust.

One of the key aspects of finding success as a company is delivering robust customer service, which you can’t have without accessibility. If your customers have a problem, it’s solely your responsibility to provide them with plenty of channels to contact you. Despite living in the age where internet communication reigns supreme, inbound call support is still the best way for businesses to provide instant customer service. As a result, many companies are looking for ways to set up an inbound call center in order to service customer complaints and requests - something that’s not an easy feat. Here’s everything you need to know about inbound call support strategy and the intricacies of starting a call center. Definition of inbound calls An inbound call is any phone call made by a customer to a company’s customer service or inbound call support department. Generally speaking, help desks and call centers field these calls and handle the request or the complaint of a customer. Taking care of inbound calls is one of the most popular ways for many organizations to enhance the customer experience, with a call number made specifically for it. The task of inbound call support falls on either a remote call center or an in-house one. In the modern era, it’s common for companies to outsource this area of their business to a call center that offers support in multiple time zones. That way, a company can provide 24-hour support. Call centers utilize tech tools that help them properly distribute inbound calls. For example, a call system may screen calls, analyze customer requests, and then transfer the call to a rep specializing in a specific issue. If that particular individual is unable to resolve the problem at first, they can follow up via email or another call later. This is why along with inbound call support, most customer service teams also field outbound calls (calls initiated by a company). This drastically improves support availability, as customers can schedule a time to speak with a rep. The rep can then come up with a solution and call the customer back, avoiding the dreaded issue of lengthy holds the customers have to endure. How to start a call center If you have the resources, you can take full control of your inbound call support by starting your centers. Here are the basic steps. 1. Create a strategy Before hiring agencies, you first need to determine an overarching strategy that dictates the method of implementing an additional service channel. For instance, you should clarify whether you want your call center to provide proactive customer service, technical support, or both. If your main goal is providing inbound call support, then a customer support call center is the right choice. On the other hand, if you want to promote products and focus on outbound calls, then a customer service call center is the way to go. As an alternative, you can train your employees to do both, which helps significantly cut costs. Afterward, you need to figure out a plan to support the expansion of your organization. Naturally, more customers means a higher volume of calls, so you have to anticipate a shift in your strategy at a later date. 2. Determine an optimal amount of people to hire To avoid situations where your call center is understaffed or overstaffed, you need to estimate the volume of calls you can expect every month. There are many ways to go around this. You can obtain customer feedback to establish how often customers interact with your business or analyze product usage reports. Another approach is surveying your main competitors to establish an average number of hires for call centers in your particular industry. 3. Hire the right people When looking for the perfect inbound call support team, you shouldn’t settle for less. Only hire those who have a certain level of charisma and energy and rank high when it comes to emotional intelligence. This is necessary, as these individuals will have to handle stressful interactions on a daily basis. Furthermore, customer service professionals also need to be patient and have a natural inclination for problem-solving. 4. Purchase the proper equipment For an effective call center, you need a robust system. Many companies provide communication software that can process calls such as Twillio or Avaya. Sourcing the equipment doesn’t end there as you also need to invest in the hardware your team will operate. This includes items such as computers, monitors, peripherals, and call-center headsets. While not necessary, you can also benefit from investing in calling software to track calls and a CRM to keep track of customer information. You can use these tools to improve the customer experience even further. 5. Promote the call center Before launching the call center, you should promote it to your customers. This is where your sales and marketing teams will have to work hard to spread the word. The way you promote your call center will depend on the type of your organization. For example, if you are selling a SaaS solution, you can offer this new channel to premium users. This not only helps promote the call center but also tests out the system before unveiling it to the larger public. 6. Analyze your call metrics Once you begin taking or making calls, you can start analyzing different metrics. While KPIs will vary depending on customers’ needs and the target audience, some indicators are identical across the board. You can analyze KPIs such as abandon rate, average call time, and overall volume to ascertain if your call center can realistically provide consistent support. Can you handle it? Improving your inbound call support capacity is a great way to take your business to the next level. By using the tips provided above, you can start testing out the feasibility of opening your very own call center. Make no mistake though, such a feat will require a large upfront investment, and you can expect your overhead to skyrocket as your business grows. While this may not be a big deal to established companies, taking in a large amount of inbound calls is somewhat of a fantasy for small businesses. If you don’t have the resources, you can outsource your inbound call support to a company that offers call center services, such as Aspen Media . We’ve handled calls for many businesses over the last thirty years, and we can guarantee that by outsourcing your operations to us, you won’t be losing out on anything. In fact, you can only eliminate the costs of setting up a call center and worrying about intricate issues such as staffing. Since this is our core competency, your customers will always be in good hands, at a fraction of the cost of starting and maintaining your center. Learn more by dialing 800-853-2240 or filling out our contact form .

In today’s article, we’ll define outbound calls and provide you with a few effective calling techniques.

Discover how AI is revolutionizing customer service, enhancing efficiency, and offering personalized experiences.

Unlock the full potential of your business with the right B2C lead generation tools, and drive business growth.

B2B lead generation tools can simplify your lead-gen strategy and lead to better results overall. The real problem is choosing which tools are worth it.

The question of how to generate B2C leads is at the top of the mind of every marketing and sales professional. Yet, it can be easily done with the right strategies.

Although converting leads is difficult, generating B2B ones can be even more challenging. Most businesses keep shooting themselves in the foot when it comes to the process of B2B lead generation. Why? They focus on quantity over quality. Fortunately, overcoming these issues isn’t that hard once you switch up your mindset and learn how to generate B2B leads properly. Here are some techniques you should try. 1. Build a strong SEO foundation While it’s true that businesses need to constantly work on implementing new strategies, learning how to generate B2B leads starts with a strong SEO foundation. By positioning your website at the top of SERPs, you’ll have a steady stream of traffic and bring on a great deal of qualified leads. Start by researching and targeting the keywords your target audience uses when searching for your product or looking for a solution to a specific problem (that your offering conveniently solves). By showing visitors quality content, you’ll also boost your credibility and start building brand awareness, which typically comes at the very beginning of the sales funnel. To make your SEO efforts even more effective, increase the number of your backlinks by guest blogging or partnering up with another company. If you stay persistent, you’ll soon see your numbers grow organically without kickstarting an outreach strategy. 2. Improve the quality of your landing pages Every time you run Google ads, they should take the visitor to a unique landing page that provides the solution to a pain point theyare looking for. Your product or service may be the perfect solution to their troubles, yet, your message will fall flat if you fail to optimize the content. You can start by fine-tuning the CTA through A/B testing to see which one delivers the best result. Next, figure out what’s a fair exchange of value here. How can your visitor stand to benefit from providing you with a number or an email address? Some ideas include a free eBook or an informative video which can be accessed once the visitor provides you with their contact info. 3. Use a chatbot on your website You may see these “live chats” pop up on websites left and right for a good reason - they work. This is especially true when learning how to generate B2B leads. According to studies, 42% of customers prefer to engage with a business in this fashion if they have a query, rather than contacting them directly. Most chatbots and live chats are a valuable opportunity for you to ask visitors for their contact info, which can provide you with the necessary foot in the door. 4. Answer questions on Q&A websites Believe it or not, websites such as Quora are a great way to generate new sales leads. The best thing is - it’s really easy to do. Simply find relevant questions that correlate with your offering, try to solve the user’s problems, and nonchalantly mention your solution. Chances are, since what you’re offering provides a clear fix to their problem, users may be inclined to research your website, and you can take it further from there. 5. Generate more positive reviews What was once friendly advice or a recommendation from a business partner has been completely replaced by user feedback on review websites. In fact, most B2B decision-makers scour online reviews before making a purchase. If you have plenty of reviews, you’ll have an easier time generating more leads, and as a side-effect, your local SEO ranking will also improve. Don’t know where to start? Simply reach out to a few of your happy customers and ask them to leave their honest feedback. Do this every time you make a sale, and you’ll see an increase in your lead numbers along with your website’s overall ranking. 6. Host a webinar When creating content, don’t limit yourself to blogs only. What works surprisingly well is hosting webinars. These are online conferences where you can discuss a topic with an audience, usually in the form of interview-style presentations or slides. There are many webinar platforms you can use, including: Webinato ClickWebinar Livestorm BrightTalk Cisco WebEx 7. Try guest posting You can reach a completely new audience by extending your reach outside your website through guest posting on other websites or blogs. Think of it as an opportunity to spread your message beyond your limited audience, as well as a way to gather valuable backlinks - which will work wonders for your SEO strategy. 8. Feature an interview with a decision-maker on your website While it may seem redundant to promote decision-makers, it will pay off for you in the long run. By publishing an interview with one of the key figures in your industry, you can provide value to your visitors, while also building your business network. More importantly, with this move, you’ll demonstrate to your leads just how important your business is in the industry. In other words, having your business connected with a respected decision-maker will validate your brand. 9. Give warm calling and cold emailing a go While cold emails and warm calling do have a bad rep, they can still work if done well. First, you can leverage cold emailing to introduce your brand to a potential lead, which can be pretty useful if you’re just starting. Just make sure you personalize each email by using merge tags. With warm calls, you’ll only be reaching out to individuals or companies that you already established contact with in the past - i.e. those who already know your business and are familiar with your offering. Build a path toward success B2B lead generation is by far the most important step in building a successful business and boosting revenue. Implementing these ideas during your next campaign will help you start building a path toward success It’s important to note that with lead generation, nothing is ever set in stone. You may find yourself struggling and wasting marketing dollars on something that simply doesn’t work because you lack human resources. If that’s the case, you can outsource your lead generation to Aspen Media . We spent 30 years generating qualified B2B and B2C leads for clients all over the nation as lead generation is what we do. While you may lack time and resources, we can maximize the value of your marketing budget and help you see consistent results, regardless of the circumstance. Want to know more? Call Aspen Media at 800-853-2240 or fill out our contact form .

If you're wondering what is lead generation process, you're not alone. By taking a thorough approach and establishing a standardized process, you will see results.

Learning how to collect business leads the right way will help you make better use of your marketing resources, while also increasing the number of sales.

You may not be thinking about what is email processing system, but you most likely do process emails daily. However, you can become more productive if you take on an effective approach.

Many new businesses wonder what is B2C lead generation, and whether it is necessary to drive sales. Spoiler alert: it’s essential.

If you’re wondering what is B2B lead generation, you’ve come to the right place. Here are the best techniques to take your efforts to the next level.

Running a call center successfully means having strong rules and practices in place. Discover 8 call center management best practices you can leverage ASAP.

Looking for the secret to building unswerving customer loyalty? Explore our strategies to drive results and propel your business toward enduring success.

Learn what IVR is in a call center and its pivotal role in improving efficiency and the customer experience, and how it’s changing the call center game.

Get innovative in how you boost customer service in your call center. Explore leveraging customer feedback, integrating live chat, and much more.

Unveil the costs of hiring a call center for your business. Learn about the different pricing models and understand how it can add value to your business.

Call center services are transforming customer support and boosting restaurant efficiency! Learn about all of the incredible benefits they offer.

Master the art of answering phone calls professionally with our ten essential commandments and additional tips for excellent telephone communication.

Discover phone tips for exceptional customer service, from 24/7 support to personalized interactions, to keep clients coming back and grow your business.

Explore how dedicated HVAC call centers elevate customer support and drive business growth while reducing costs and streamlining service operations.

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