IP Telephony : Call Center

How to prepare for the integration of the Call Center System?
Have you decided that you need a call center? Great idea for your business! Below we will describe what the modern contact center is all about and what business tasks it can solve.

To make the call center work efficiently, you will need knowledge about its capabilities, functions, operating conditions and how to make all parts of the system work as a single unit. We are ready to provide you with perfect solution.

When choosing a call center, it is necessary to determine in advance the main parameters of the future complex of the system. The most important element of the contact center is a technological platform. The productivity of the call center depends on the coordinated work of the server hardware and software.

The option of the working space of the call center also greatly affects the efficiency of its work. The call center location must have good sound insulation, and equipment for call center operators is convenient and practical.

If there a plan to implement remote workplaces or a distributed call center, it is necessary to conduct appropriate training in the regions where contact center offices are located, especially regarding the creation of reliable Internet connection between offices.

Call-center Main functions:

Modern call-centers and contact centers provide a wide range of functions for processing both incoming and outgoing calls.

Separately, it is necessary to distinguish the function of the call center, which is connected with the processing of data by subscribers:

Call Center with CRM Integration

Differences of call centers:
Depending on the scale of the call center, you can select the appropriate call center configuration. For small and medium-sized businesses, we recommend the Asterisk system. Call center on the Asterisk platform is characterized by more functional and high reliability in comparison with conventional PBXs.

Comparing the call centers of different developers, it is necessary to pay attention to their main functions – polls, SMS-sending, telemarketing, hotline, faxing and others. It is important to determine the scalability of the solution in the future: the contact center should easily expand.

Advantages and disadvantages of call centers
Call center allows you to improve the speed and quality of call processing, and accordingly, increase the loyalty of the company’s customers. Good feedback from customers, provided by the contact center, gives the company undoubted advantages in the market. To provide search of customers and cope with growth of a volume of calls it is much easier, applying modern call center.

In case of poorly organized or insufficiently powerful call center can serve as a reason for the outflow of customers. Therefore, the integration of a call center requires not only certain financial costs, but also optimization of the company’s business processes.

Quality and speed of the call center
The main parameters by which the call center can be evaluated are the average waiting time (ASA, Average Speed ​​of Answer), the percentage of calls interrupted by subscribers during the waiting period (AR, Abandon Rate) and the percentage of calls connected up to the set time limit (SL , Service Level). The ASA parameter shows how long the client has to wait for the connection. The normal percentage for AR is 3-4%. However, call center should strive to ensure that at least 80% of calls are connected with the operators within 20 seconds. With IVR, this period may slightly increase, but preferably not more than 2 minutes.

The solutions we create allow us to achieve any quality of call service quality. By combining the number of channels, the structure of the voice menu and the number of call center operators, you can achieve the desired indicators.


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