Call Center Intelligence

Discover what the role of call centers is and how they can help. Get to now about solutions that are really helpful.
Call Center Intelligence

Many technology solutions are needed to run a call center today. Based on the database platforms, vendor offerings and business requirements, call center technology can differ broadly. However, most call center technology packages will feature five core components.

With an automatic call distribution software package (ACD) it is easy for you to route your customer calls to the appropriate call center associates. This is because this software efficiently allocates your incoming calls based on your pre-defined parameters. Options can include the next available representative, or the group serving a certain type of request.

intelligenceVery often the automatic call distribution software will route calls based on your integrated voice response (IVR) system. The automated menu selections that customers often find annoying are provided with this software. These systems offer your inbound customers two types of menu options. They are "Press one for English", or "Press two if you'd like an automated balance on your account."

These two components are necessary to running a cost effectual, proficient call center. But together, these packages can reduce the need for live associates to answer each call and transfer them to the suitable agent.

Predictive dialer software is the third component of a modern call center software system. This package can be set up in either the hardware or software. As for software applications, they are generally less costly and more flexible, although both are fairly common. Phone numbers that are stored in a computer database are called with the predictive dialed automatically. And these numbers represent existing customer's contact information, or telephone numbers purchased for marketing purposes. Usually, most packages identify and reduce disconnected numbers, retry busy signals and calls that connect with an answering machine.

Certainly, you'll need a good, adaptable database for all of the data being used and collected by your call center. Moreover, the information contained in the database should be easy to access and sort, and the database should be dependable as well. Import and export functionality are also vital, and data conversions (mostly from clients' formats) should be straightforward and problem free.

No doubt, powerful reporting capabilities should also be the part of your call center. In spite of that fact, that many of the database packages include pre-written reporting functions, an external reporting package may also be essential to get the information you and your client need in the format required.

Besides, setting up and running your call center need not be confusing or difficult. Thus, include an automatic call distributor, an integrated voice reply system, a predictive dialer and a good database package with flexible reporting capabilities and you'll be up and running in no time.