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Article : Setting the Right Goals for Call Center Teams

#contactcenterworld

Author: Marc Carriere, Managing Director, Marketing Tactics Pty Ltd

What do you do when your team isn’t regularly meeting the goals you set - get out the whip or start cracking heads to put pressure on everyone to step up until they finally start hitting them?

A lot of senior management and call center managers do that, which causes a lot of serious damage to the team and can really hurt the company’s reputation as an employer, and its brand generally. If your team isn’t regularly hitting its goals, the solution may lay in redefining your goals.

Over the past 35 years I’ve been running call centers and having owned a call center myself, believe me, I know firsthand the stress and frustration you feel when your team isn’t regularly hitting their goals!

Over the years I’ve done a lot of consulting with businesses coaching and mentoring their call centers managers and team leaders to help them get their team regularly hitting their monthly goals and KPIs. When businesses call me to help them sort this out, the first thing I do is drill down to find out why the team isn’t regularly hitting their numbers.

Every time I do, I typically find a ‘disconnect’ between the goals and the poor skill set of the majority of the team. Usually, less than 20% of team members are regularly hitting or exceeding their goals. 30 to 40% hit them sporadically or are close most months, while the rest of the team is way off.


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Those that are way off are usually new team members and still learning, so it’s not realistic to expect them to regularly hit the goals or targets you’d expect from your seasoned pros.

However, with goal setting most operations take a top down approach and divide the total goal by the number of team members and set the target equally among all the team members regardless of their skill set.

The thinking is: Well, we need to achieve a total of X every day as a team and everyone should be able to achieve X per day themselves. And, some of the team is doing better than that, so it shouldn’t be too hard.

If you’re setting your individual team goals this way, let me ask you - how’s that been working for you?

The better way to go is to take a bottom up approach by assigning realistic goals or targets for each team member based on their current skill set.

To do that, the first thing you need to do is conduct a Skills Audit on all your team members to identify their competency against all the elements of your call structure, processes and systems and other areas like product knowledge.

After you’ve completed your skills audit you’ll have a clear understanding of how competent each team members is overall and, based on their skill level at this point in time, you can set realistic stretch goals that they should be able to achieve.

And, this is important – be sure to get their buy in and commitment to hitting their goals!

Of course, you’ll also know which areas they'll need coaching and training in, so you can set up Coaching Plans to help them acquire the skills they need. And, as they improve their skill set, you can raise their goals appropriately.

Remember, generally speaking around 20 to 40% of your team members are regularly hitting their targets or coming close to them every month. So, you need to have a good look at what they usually achieve and set their goals at a reasonable level that they’ll have to stretch to reach.

Then set each team member their goal on a realistic expectation of achievement based on their skill level and recent performance then add it all up to determine the overall team goal.

Just make sure everyone’s goal is high enough (but not too high) that they’ll need to stretch a little to achieve it; otherwise if they feel their goal is too high they just won’t put in the effort to achieve it.

Now I hear some of you thinking to yourself: Sounds good but what happens if the team goal is still short of what the senior management team expects?

Good question! Here’s what you do if you find yourself in that situation.

The first thing to remember is that your bosses are acutely aware the team hasn’t been regularly hitting its targets. It won’t come as a surprise to them, will it?

What I do is sit down with the management team and show them the Skills Audit I conducted with the call center management team so they have a clear understanding of the team’s overall competency.

Then we show them how we’ve set individual stretch goals for each team member based on their skill level and recent performance and got each team member’s commitment on their target.

After that we show them the coaching plans we’ll be putting in place for each team member to improve their skills, so they’ll be continuously improving and as they do, we’ll be increasing their targets.

You want the senior managers to feel confident you’ve identified the problem areas for each of your team members, have set realistic stretch goals for every team member that they’ve bought into, and will be implementing coaching plans to help them improve.

They may not be happy about a lower goal; however, they’ll generally accept it. But you need to deliver on the targets you said you would, so make sure you follow through effectively on your coaching plans!

#contactcenterworld


About Marc Carriere:
With worldwide executive experience managing Call Centre teams that have won 3 Silver and 3 Gold ‘Ardy’ awards, consulting with businesses mentoring and coaching their Call Centre Leaders and having owned a call centre himself, Marc is well aware of the difficulties Call Centres face consistently meeting their monthly targets.

About Marketing Tactics Pty Ltd:
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Today's Tip of the Day - Learn Through Bad Experience

Read today's tip or listen to it on podcast.

Published: Wednesday, July 21, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Dialer Solutions

 
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

4.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

5.) 
ComSys S.A.

CList for Outbound Campaigns Management
CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t...
(read more)

6.) 
Consilium Software

Consilium UniCampaign™
Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des...
(read more)

7.) 
contactSPACE

contactSPACE
Dialer software that makes customer contact pain free, so your team aren’t worried about complex technology and can focus on what they do best. Dramatically increase agent productivity using a variety of dialers, combined with AI, leveraging data-driven contact strategies to ensure the right agent is contacting your customers at the right time.

Take control, and ensure your team are on-message by designing the perfect agent interface with a drag-n-drop visual WYSWYG editor.

Rotate CLIDs, and auto-wrap certain calls to ensure maximum agent productivity and performance.

8.) 
CTCOMM

Genesys PureConnect
Genesys PureEngage
Tegsoft

9.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

10.) 
Megacall

Megadialer
With Megadialer you will get a customized call center software. With the creation of personalized questions, surveys and sales script you will have the information you need from your customers quickly and efficiently. Improve the performance of your agents with a 100% online contact center, real-time analytics and predictive dialer to optimize the time between one call and another.

All rates include:
Instant Call Reports
On-Demand Recording
Call Supervisor
Call Layout after Completion
Your Own Caller ID
Call Monitor
Automatic Re-Calls
Automatic sending of Mails
Incoming Call Management
Real-time Activity Panels
Call Lists for Agents
Different Levels of Administration

11.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

12.) 
Nuxiba Technologies

CenterWare
Discover Nuxiba's all-in-one dialer solutions. Either predictive or automatic, our software adapts to your business needs with a powerful and easy-to-use system. We offer TCPA compliance options, so you never have to worry about issues with the law and PCI Data Security so you can protect your cardholder's data information during every call.

Stop worrying about technicalities and focus on the most valuable aspect: giving the best service and customer experience with our intuitive features. All of our features and modules are fully adaptable to any business needs.

Obtain the benefits of using software fully tailored to your business, start saving money, and boosting your productivity.

13.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

14.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!

15.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time.

The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t...
(read more)

16.) 
Tru29 Outsource Solutions Inc.

Custom Outsourced Solutions
Tru29 Solutions tailor fits a dialer solution that will truly suit your needs.

17.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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