Call Center Tools

Improving Call Center Performance

Agent Scripting and Objection Handler

Present a consistent message to prospects and contacts with agent script tailored for each campaign. Furthermore, an Objection Handler* makes available to the agent a list of common objections or questions so the agent can quickly find the best scripted reply.

Read more: Agent Scripting and Objection Handler

3CX Phone System with Call Center Capabilities

Call center enabled phone systems allow teams to work more effiently together using unified communciations technologies such as instant messaging and presence. Call recording, call logs and reporting is also centralized, making it easier to manage teams of agents.

Read more: 3CX Phone System with Call Center Capabilities

Historical Call Center Reporting

Understand call center performance by reviewing call history and agent history reports. Monitor agent performance and statistics to ensure your staff and working effectively.

Read more: Historical Call Center Reporting

Call Recording for Call Centers

Call recording is an important part of operating a call center. Call recordings should be reviewed regularily by both the call center agent and the manager to ensure call quality remains consistant. When there are performance issues and call response drops, call recordings from previous periods where the response rate was high can be review to determine changes that should be made to improve call response.

Read more: Call Recording for Call Centers

Agent Scripting and Objection Handler

Present a consistent message to prospects and contacts with agent script tailored for each campaign. Furthermore, an Objection Handler* makes available to the agent a list of common objections or questions so the agent can quickly find the best scripted reply.

Read more: Agent Scripting and Objection Handler

Call Center Script Management

Your call script ensures that your callers remain on message and deliver consistent results leaving nothing out. With a call script the same questions are asked every time and the responses can be captured.

Read more: Call Center Script Management Tools

Do-Not-Call Management

Ensure telephone numbers on DNC lists are not called by importing them to Acarda Outbound's internal Do Not Call database. Leads are then scrubbed as they are imported into a campaign and also always checked against the DNC list prior to being sent to an agent.

Read more: Do-Not-Call Management

Call Detail Records for Telemarketing

Call Detail Reports (CDRs)are the foundation of call center reporting.They contain information about:

  • Who made a call
  • Who the call was made to
  • What time the call was made
  • How long the call was
CDRs for call centers also include additional information like:
  • How long it took for the call to be dialed
  • Whether the call was answered
  • Detailed status code on call termination

Read more: Call Detail Records for Telemarketing

Softphone and Headsets for use in Call Centers

Soft phones are more popular in call centers then are physical desk phones.The main reasons that soft phones are preferred are:

  • Cost - Softphones cost less an bear only the cost of the software license.
  • Space - more available desk space and less required space for an agent.
  • Integration - its easier to connect a soft phone to call center software.

Read more: Softphone and Headsets for use in Call Centers

Packages for Starting a Call Center

Packages are designed for companies setting up their fulltime and internal call center. The packages include all the required equipment software and training to being making calls. All you need to provide are the agents, the call list, and the script.

Read more: Call Center Packages

“I have used the Acarda Outbound Software; it’s a great telesales tool with easy to use features. I especially like the reporting functions and the integration with Google Calendar. The Acarda team has been very responsive when it comes to addressing support issue. Over all I am very impressed with the software.”
George C., Zimbabwe

“Our sales department loves Acarda Outbound because it has helped our sales increased 10 fold! Now we plan to add additional staff to increase our sales even more. Acarda Outbound is very functional yet easy to train new employees how to use it.”


Jerry T., Nashville, USA
Grant Irvine

"Darvin and the folks at Helia were asked to resolve some issues with our phone system software. They provided the necessary support through collaboration and by learning the software from a different market to specifically service our system. Additionally, Helia now provides our IT support services. We are very pleased with the services provided by Helia Tech and Helia Voice."

Helia has been fabulous for us as a company. We have used them on five different projects now, and I am extremely impressed not only with the quality of the deliverables, but in some ways more importantly their can-do attitude and ability to implement our ideas when others thought them impossible.

I recommend them whole heartedly. Helia Technologies is a company that over-delivers on every aspect of the project at hand at a price point that is hard to beat.

Please email me if you have any questions about Helia Technologies.

Ryan Dockrill This email address is being protected from spambots. You need JavaScript enabled to view it.
Web Entreprenuer - Livewire Interactive

Derek Herman

Apart from being a perfect gentleman , Darvin is a highly detailed IT perfectionist.A pleasure to work with.

Robert Bartel

I have worked with Dar on many occasions and he has proven himself over and over again to be a man of integrity and someone who is very knowledgable in his field. I would strongly encourage you to talk to him regarding IT Support and phones services in Alberta.

Al Dhalla

My company has hired Dar for telephone wiring services and yes, he met our expectations but there is something more about Dar that I wish to highlight : He is a not just a true networker but I would say, he is a "connector".

Dar and I have been at many meetings and he has never failed to say to me that he wants me to meet 3 or 4 people that he knows are ideal clients for me and that will make a difference to my business and profits.Without expecting any favors too! Dar goes that extra mile to keep a business relationship nurtured and strengthened.

I have collaborated with Darvin on several breakthroughs and forward-looking IT projects to which he ALWAYS came through with a solution where there appeared not to be as concepts were more advanced than current technologies.

His thought processes is methodical and detailed, approach is ethical and professional and solutions driven. He deliverers what he said he would, on time and on budget.

I would not hesitate to recommend Helia and Darvin for any scale of IT related projects. If he takes a project on he will not only do it but do it very well!

Ken Gooz This email address is being protected from spambots. You need JavaScript enabled to view it.
President | CEO
Mainstreet Restaurant Licensing

“We have been using Acarda’s outbound calling software since 2007 and upgraded to Acarda Outbound version 7 in 2013. We have grown considerably over that time and the standard of service we have enjoyed has been phenomenal, second to none. Acarda Outbound allows me to manage a large number of campaigns, to assign my agents to work on different campaigns and to monitor how well they are performing. I highly recommend Acarda Outbound to you.”
Lynlee A., Hastings, New Zealand

"Acarda Outbound has not only met my needs, it has exceeded them. I run a home business with a small telemarketing team. Acarda Outbound takes the stress out of my work. The support right from the beginning has been fantastic. I highly recommend Acarda Outbound for start-ups and I look forward to the future growth with the Acarda team.”


Matt H., Queenstown, New Zealand

When we use Helia they exceed our expected deliverables and always within our agreed to budget. They work with us, not just for us, all the while keeping our best interests as a company at the core of the project.

We had been looking for a company that not only could get the job done as promised, on time and on budget but one that came with integrity. Helia provides us with a “mean what you say and say what you mean” attitude that has forged a relationship, not just a contract for a project. Our partners at Helia far exceed our expectations each and every time. So if you’re thinking of using Helia, I would highly recommend you give them a try, I am sure you’ll be impressed. Please email me if you’d like some more insight into Helia.

Ted Tederoff

Darvin is a very well rounded contributor in terms of his strong skills both in the business and technical realms. He also has an engaging personality that is at the same time politely confident and warm. He also keeps all stakeholders in mind when delivering a project. I would count it an honour to work with him again in the future.

Call Center Tools for Internal Call Teams

Tools make your telemarketing better and faster allowing you to make more calls in the short term and converting more customers. Having the right tools will make the difference in how successful your campaign is.

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(403) 668-7895

Helia Technologies
7015 MacLeod Trail South
Calgary, AB T2H 2K6

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