Consaltek Journal
Practical guides and field notes filed under Call Center Operations.
Browse the complete set of published guides in this topic.
Two managers can look at the same dialer and report completely different “conversion rates” without either formula being mathematically wrong. The problem is usually the denominator. Call-center metrics…
A disposition list usually becomes messy slowly. Someone adds “Not Interested.” Another manager adds “NI.” A third person creates “No Int.” Agents use “Callback” for both a scheduled…
Predictive pacing is the part of the dialer that decides how hard to press the campaign. Too slow and agents sit ready with nothing to talk to. Too…
The customer answers, says “hello,” waits, and the call disappears. On the call-center side, the dialer may show an answering-machine result even though a real person picked up.…
STIR/SHAKEN does not tell the customer that your call is good. It does not certify the lead. It does not remove a Spam Likely label. It does not…
A call center can buy an expensive dialer and still choose the wrong dialing mode. The mistake usually starts with the word “automatic.” Predictive, power, and progressive dialers…
An AI voice agent is easiest to understand when you stop thinking about the voice first. On a live outbound campaign, the real job is not “sound human.”…
A number can be technically valid, correctly presented, and still show Spam Likely or a similar warning on the customer’s screen. That is why this problem frustrates outbound…
Raw vendor files are not dialer-ready. Here is the full prep workflow: phone normalization, dedup, geo filter, suppression scrub, and final count documentation.
DNC scrubbing checks your calling list against registries and removes numbers that should not be dialed. Here is what the scrub actually covers and what it does not.
