首页 
Service VOIP Service Call Center System
Service VOIP Service Call Center System
| Call Center System |
|
Call centers and contact centers are used to handle large volumes of incoming or outgoing telephone calls. Inbound calls are made by consumers trying to get technical support, help desk services, order a product or service, check their account, or get assistance with any other issues or concerns they may have. Outbound calls are made to sell products or services, follow up on purchases, conduct surveys, solicit donations, influence public opinion, or for any other reason to contact customers or constituents. The business phone systems technology used to support a call center is based on a phone system switch and the servers that power the call center applications. A wide variety of vendors, products and configurations could be used – the best configuration ultimately depends on the current and planned needs of your business or organization, as well as existing phone equipment and infrastructure.  If you are looking to create or upgrade a call center, you should evaluate your call center requirements and technology options to be sure you are operating as efficiently as possible. You will want to improve customer satisfaction, performance, call management, as well as keep costs down.Following are some of the more common call center features you may want to consider. You can get a free assessment of your needs and options from a us. Call Distribution Call distribution features handle the routing and disposition of incoming calls to a call center. A customer’s first impression begins with how well they are distributed through the calling queue and how soon they find the information they need or are transferred to a live agent. Listed below are a few different call routing features. ACD – Automatic Call Distribution This feature handles large volumes of incoming calls from callers, routing calls to agents, IVR functions, voice mail or other destinations based on criteria such as the source of the call, matching the caller's phone number to a database, country or area code of the caller, time of day, and many other factors that may apply. The most common call distribution function is to queue calls to a pool of call center reps or agents. If no agents are available at that time they may hear a recorded message the call then kept in a holding queue until the next available agent is available. You will decide what options will be available to your customers such as what information will be relayed on the message whether or not they are advised of their hold times and so forth. UCD – Uniform Call Distributor UCD is similar to ACD, but is simpler in that it mainly handles just queuing and distribution of calls to agents. IVR – Interactive Voice Response IVR (also known as Voice Response Unit, or VRU) is a phone system technology that allows a computer application to handle a customer call, and to interact with the customer via voice commands and touch tone during the call. The IVR system can respond to pre-recorded generated audio to further direct callers on how to proceed. For large call centers this feature has proven to be very successful. For example, many customers are just looking for basic information such as an address or fax number which they can access through the IVR without having to speak with an agent. By handling inbound calls through IVR technology, you can significantly reduce costs. Of course, you also need to consider customer experience and satisfaction, since many customers will have questions or issues that cannot be handled automatically and will prefer to speak to an agent. CTI – Computer Telephony Integration CTI is used to combine computers and phone systems to provide advanced applications. Computers can access databases of customer information, and can provide interactive applications for use by call center reps. Phone systems can interact with the customer and provide information such as inbound phone number (caller ID). By combining computer and phone system technologies, you can create applications that improve call center capabilities and efficiency. For example, you could create a screen pop up that uses the caller's phone number or a customer ID entered via IVR to put caller information right in front of the agent to prepare for the conversation. CTI can save a considerable amount of time, reduce costs and improve customer satisfaction. Call Management, Call Tracking and Reporting Reporting is one of the main factors in call center operations, and is vital for efficiently managing your call center operation. You need to be able to anticipate call volumes in order to properly schedule to meet service levels, and manage call center agents to be sure they are efficient and responsive to customers. Real time reporting will offer you your live statistics of performances at the present time, and your overall reporting will give you all performances over a period of time. Some key metrics that should be collected, reported and analyzed include: * Abandon / Drop Rates * Agent Idle Times * Average Handle Time (AHT) -- ATT plus wrap-up and hold times * Average Speed to Answer * Average Talk Time (ATT) * Call Hold Time * Call Volume (Calls Per Hour) * Calls Per Hour (CPH) * Calls Per Agent or Rep * Cost Per Call (agent time, carriers, technology, etc) * Customers Per Agent * Number of Rings Call Blending Call blending allows reps to take inbound and outbound calls simultaneously. For example if the queue for inbound calls has high volume it will automatically switch your outbound queue to intake incoming calls. Call Monitoring Whether you decide to use recorded or live monitoring, both will prove to be key components in training and development. Monitoring is essential when training employees and improving customer experience and satisfaction. Call monitoring is especially useful when managers need to evaluate an employee or at times when a consumer has an issue with an agent. Virtual Call Centers and Remote Agents Virtual Call Centers can connect diverse locations with one another, effectively creating a single call center out of multiple phone systems, and managing calls for agents that reside in multiple locations. If you have many small locations in different areas, or if use call agents that work from home (remote agents), this option may be useful for your centers. You can also improve service levels by providing emergency backup and extending operating hours. There are two ways to route traffic between call centers. Pre-Delivery uses external switches to route calls to the suitable call center. Post Delivery routes a call from one call center another. Remote agents that work from home can use a basic rate ISDN access line to communicate with a central computing platform, or they can use IP telephony (VOIP) connections over a high speed data line. There are many other call center features that you can apply to your business and customer communications. Contact Keekey today to get a free assessment. |