A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. But there are also additional centers that operate these centers and may be networked with them. Moreover, they are often linked to a corporate computer network, including mainframes, microcomputers and LANs.
There are many details you should now about call centers but if you want to buy one, you have to be informed well to choose the right call center. Pay attention to the following tips that will be useful for you to know when buying a call center.
Getting ready for VoIP. Having business with multiple offices, you may think about switching to VoIP. A call center upgrade can be the incentive you need to get it done.
Taking a test drive. Don't be afraid to test the hosted model if you're not sure a new call center system will help you. You may also sign up a couple of agents for a short-term hosted solution. You'll be able to evaluate both the performance of the system and the hosted model.
Don't overdo the prompts. IVR systems should have no more than four options on each menu to keep customers from getting confused, and no more than two menus in total. Always include a way to reach a live agent at any point.
Think distributed. In order to create "virtual call centers" call center software are often used with some businesses. There is no need for physical "center". Instead, the system connects callers to employees in different locations across the country or even the world. Be sure, in this way you will save money and provide better customer service.
Longevity matters. If you plan your organization to be around for the long run, then go with a solutions provider that has demonstrated its staying power with a proven track record.