What Is After-Call Work (ACW)? Wrap-Up Time, Talk Time and AHT Explained
The customer hangs up, but the agent is not ready for the next call yet. They may still need to select a disposition, write notes, update the CRM,…
Consaltek Journal
Call Center Operations
Practical guides and field notes filed under Call Center Operations.
Call Center Operations articles
Browse the complete set of published guides in this topic.
31 articles
How Lead Recycling and Callbacks Work in a Predictive Dialer
A no-answer lead should not behave like a sale. A customer who asked for a callback at 4 PM should not be treated like a generic retry. And…
What Is a Dialer Hopper? Why Leads Are Loaded but Not Dialing
The campaign shows thousands of leads, but agents sit waiting and the hopper shows zero. That is one of the most confusing situations for a new dialer manager…
Warm Transfer vs Blind Transfer vs Conference Transfer: Which One Should a Call Center Use?
“Transfer the call” sounds like one action until you watch three agents do it three different ways. One agent sends the customer straight to the closer. Another puts…
Why Do VoIP Calls Sound Robotic or Break Up? Jitter, Latency and Packet Loss Explained
When agents say, “the customer sounds robotic,” the first instinct is often to blame the dialer. Sometimes the dialer is involved. Often the problem is the network carrying…
SIP Response Codes Explained: 403, 404, 408, 480, 486 and 503 for Call Centers
A failed call that shows “503” is not the same problem as a failed call that shows “486.” They may look like short error codes in the dialer…
What Is CPS in VoIP? CPS vs Channels vs Concurrent Calls Explained for Dialer Managers
A dialer can have plenty of agents, plenty of channels, and still fail to start calls as fast as the manager expects. That is usually when the term…
Call Recording Laws by State: What Call Centers Need to Know Before Recording Calls
Call recording feels like a technical setting until a campaign crosses state lines. An operations manager may switch on recording for QA, verification, training, dispute review, or sales…
How to Manage Caller ID Reputation for an Outbound Call Center
Caller ID reputation is not something to fix only after every DID starts showing a warning. For an outbound call center, it should be managed like any other…
How AI Call Transcription and Automated QA Work in a Call Center
Traditional call-center QA listens to a sample. AI-assisted QA can review far more conversations, but that does not mean the score should be trusted just because software produced…