Consaltek Journal
Practical guides and field notes filed under Call Center Operations.
Browse the complete set of published guides in this topic.
Calling once is usually not a follow-up strategy. Calling twelve times in one day is not one either. The useful question is not, “What is the magic number…
A caller presses 2 for Sales and somehow reaches the sales queue. Two different systems may have been involved in that simple action. The IVR collected the caller’s…
A SIP trunk and a cloud PBX are often sold in the same conversation, which makes them sound interchangeable. They are not. A call center needs a system…
A call can connect and still be useless. A relative answers. A receptionist picks up. The number now belongs to somebody else. The voicemail system answers. None of…
A supervisor does not need to take over every difficult call. Sometimes they only need to hear it. Sometimes the agent needs quiet coaching. Occasionally the supervisor needs…
A local-looking number can still make a call feel more familiar. The problem is that caller ID is no longer judged only by the person holding the phone.…
The phone rings, the customer answers, says hello, and hears nothing. For the customer, that silence feels like a bad call. For the dialer manager, it usually means…
You register the business name with your phone provider, place a test call, and the mobile still shows only the number. That does not automatically mean the CNAM…
When outbound performance drops, three letters often show up in the carrier conversation: ASR, ACD, and PDD. They are useful metrics, but only if the manager understands what…
A QA scorecard should tell an agent what a good call sounds like. If the form has 47 questions, vague wording, and different interpretations depending on who listens,…
