There is a plethora of technology solutions needed to run a call center
today. Call center technology can vary widely, based on the database platforms,
vendor offerings and business requirements. But most call center technology
packages will feature five core components.
An automatic call distribution software package (ACD) helps to route your
customer calls to the appropriate call center associates. This software
effectively allocates your incoming calls based on your pre-defined parameters.
Choices can include the next available representative, or the group serving a
certain type of request.
Often, the automatic call distribution software will route calls based on
your integrated voice response (IVR) system. This software provides the
automated menu selections that customers often find annoying. "Press one for
English", or "Press two if you'd like an automated balance on your account" are
two examples of the types of menu options that these systems offer your inbound
customers.
These two components, while not being always the most popular with your
customers, are essential to running a cost effective, efficient call center.
Together, these packages eliminate the need for live associates to answer each
call and transfer them to the appropriate agent. IVR's can also be linked to
your database in order to provide automated responses to basic, routine
requests, like the last five checks cleared, or a confirmation of a scheduled
service call.
The third component of a modern call center software system is predictive
dialer software. Although most common in outbound calling centers, this package
can be set up in either the hardware or software. Software applications are
generally less expensive and more flexible, although both are fairly common. The
predictive dialer automatically calls phone numbers that are stored in a
computer database. Often, these numbers represent existing customer's contact
information, or telephone numbers purchased for marketing purposes. Most
packages will identify and eliminate disconnected numbers, retry busy signals
and calls that connect with an answering machine.
Of course, for all of the data being used and collected by your call center,
you'll need a good, adaptable database. Although often the least noticeable
aspect of call center technology, it is the most important, with the marketing
and customer service efforts of the center relying on the information it
provides. The information contained in the database should be easy to access and
sort, and the database should be reliable as well. Import and export
functionality are also crucial, and data conversions (mostly from clients'
formats) should be straightforward and problem free.
Of course, your call center should also have powerful reporting capabilities.
Many of the database packages include pre-written reporting functions, but an
external reporting package may also be necessary to obtain the information you
and your client need in the format required.
Setting up and running your call center need not be confusing or difficult.
Include an automatic call distributor, an integrated voice response system, a
predictive dialer and a good database package with flexible reporting
capabilities and you'll be up and running in no time.
Rex Ryan is an authority on call center technology and maintains a blog
at:
http://strategic-call-center.info
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