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An Advanced Call Center Infrastructure Can Vastly Boost Your Business

by Mia Cusack

posted in Business : Outsourcing

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Call centers have become a fixture in today's modern business world.  Many companies rely on their advanced call center infrastructure to offer fast customer service and technical support, or to take orders over the phone.

The integrated software of sophisticated call center solutions can create businesses opportunities for any entrepreneur. Because of the interactive voice response system, there is no lag in response time to inbound calls. The quicker customers receive support, the happier they are.

A call center can be set up in-house, or be outsourced to a third party. Many call center solutions work via the Internet to launch advertising campaigns, promote sales, or to have a better grip on certain company activities. A versatile call center infrastructure offers the necessary flexibility companies need to increase in-house efficiency and improve customer service.

Inbound contact centers are usually set up to handle customer service and information requests. For technical assistance, companies should only hire skilled representatives, or train employees who already have a fair amount of knowledge about the advertised products and services. The better informed the workers are, the quicker the phone enquiries will be completed.

Automated response programs, which are incorporated into some call center solutions, can minimize the call volume, as they can satisfy many callers with reoccurring information requests, such as the location of a company, business hours, telephone and fax numbers, shipping policies, etc.  The less calls requiring human intervention; the fewer employees need to be hired.

A number of call center infrastructures are designed specifically for telemarketing and outbound calls. Agents, who are experienced in advertising, will spend many hours trying to acquire new customers, and encourage existing ones to purchase additional products. Aside from telemarketers, many other sectors need high-end call center solutions. Politicians may use call center services to reach potential voters, and nonprofit organizations may call around to find benefactors.

Technology has advanced so much in recent years that nearly all businesses could benefit from a high-tech call center infrastructure. Some of these all-inclusive solutions are so efficient, they can handle just about anything from telephone communications and faxing, to email, live chat, and instant messaging.

‘Real time telemetry' is one of the many applications used for real time monitoring. Managers should always know how many agents are available, how many calls are in queue, and what the statistics are on inbound and outbound calls. Without that data, problems will go undetected. When troubled areas have been identified, solutions can be created and applied. The smoother a company runs, the quicker it will grow.

‘Call Detail Record (CDR) Reporting' is another application often requested for advanced call centre solutions. This program will collect key metrics needed to create readable reports of the many statistics related to agent performance, call time, and average wait time. Through this application, managers will be able to identify their star agents, and recognize opportunities for improvement.

Because of all the different infrastructures and their various applications, virtually any business can benefit from call center solutions. If you have any doubt, just give it a try!

About the Author:

The Specializt can help bring your business up to date and running efficiently. As experts in  call centre infrastructure, The Specializt will tke the time to evaluate your needs, budget and aims to find the best Call Centre Solutions for your business.

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