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Technology Every Outsource Call Centre Should Invest In


When it comes to operating an outsource call centre, it stands to reason you will have all the hi tech hardware you will need such as telephones, headsets with mics, computers and the usual array of copying machines and other office equipment. However, that part of technology isn’t exactly what makes your call centre a success. Although each of those pieces of technology are an integral part of your day to day operations, the technology that gives you a competitive edge is the software platforms you use. Here are some of the most important technology solutions every outsource call centre should invest in.

VOIP Telephony System

While VOIP telephony is dependent upon your mainframe and computers being up and running, it is still much more reliable and cost effective than hardwire telephone systems of days gone by. There is a very important reason for this and it all stems from something called Unified Communications. With telephony software you can monitor and track all your phone calls in a central location that also collects, records and analyses literally every type of communication you send or receive, historically and in real time.

Call Recording and Logging Software

In a busy call centre, you are probably handling calls coming in from a huge number of clients representing a number of industries. As your business expands you will be hiring new ‘operators’ who will answer calls, respond to enquiries and many times be responsible for making sales. It is the responsibility of team leaders to keep track of calls in order to determine if they are being answered promptly and kept within time constraints. Also, it is vital for training purposes to record some calls to be replayed at a later time to assess if that team member followed protocol and did everything they could to meet both company policy and customer approval. Code Software has the perfect solution that is an integral player in Unified Communications platform. All calls logged and recorded are made available for analytics via comprehensive reporting functionality.

Centrally Located and Highly Visible Dashboard

In order to understand the importance of the centrally located and highly visible dashboard, it is vital to understand exactly what Unified Communications is. Typically, any business will receive a number of communications from various sources. Some are phone calls and phone messages whilst others are email messages, text messages, private messages on social sites and even chat conversations within a web environment. To review and respond to each of these types of communications is time consuming and difficult to keep track of in real time. In fact, it’s impossible.

In a UC environment the software captures all communications and sends them to a central location. This information is then analysed and sent on to one place where key metrics can be accessed immediately or dealt with later. What makes this dashboard so important in a busy call centre environment is that each team can see where they stand with call volume and team leaders can track down problem areas to deal with them in the moment before getting too far behind quota. Although each of these hi tech software solutions can operate independently, they can also work together in a UC environment and that’s why every outsource call centre should invest in each and every one.

Business Daily Media