We hear it all the time: “How does a call center work?” The key purpose of a call center is the responsibility for handling the telephone call for an organization. Call Centers can be a couple of people or more than 100 agents. These call centers can handle a couple calls a day to several thousand calls per day. The calls may be from customers looking for any kind of assistance. These types of calls are known as inbound calls. There can be calls from the company to the customers usually for promotional purposes and they are called outbound calls. Call Centers receive calls for various types of functions such as sales inquiries, order taking, service, debt management, technical helpdesk and much more.
Many call centers aspire to become contact centers. The contact centers are used to handle both the telephone and fax contacts. Additionally, it also handles other channels such as the web, chat or electronic business as well as it also provides paper handling. Contact centers are considered as the most complex type of call centers.
Setting Up a Call Center
Setting up call center systems is a technical thing and it needs, at least, knowledge of communication systems as well as smart utilization of resources. However, you don’t need an enormous size office and lots of complex equipment to launch the basic functionality of a call center. The advancement in technology supports the growth of companies by empowering them with powerful equipment and features as well as cost-effective solutions. There are many specialized equipment and systems available to facilitate different types of call centers.
A medium level call center software will be sufficient for a contact center application. It will cover all the features that you will require in contact call centers. Usually, it overlays on a network server and features amazing advanced Automatic Call Distribution, PC, and CRM integration facility, call recording system and skills-based routing to get the call to the representative who can handle it best. These kind of systems are a very stable system for the starters because it can facilitate call centers with a small team of agents with plenty of room for growth. However, they can also handle larger organization.
In the design of a call center, you must include equipment, hardware, software, desktop applications, and lots of ways to customize the call center according to your requirements. The call center solution packages are much more convenient than purchase different components of the system separately. It’s a big headache because there could be compatibility issues between these separate components. However, in the same vendor package, all the features are in working condition.
If a call center is staffed with the right personnel and technology, using it can benefit your business.
WheelHouse Solutions is a comprehensive technology services firm that is committed to helping our clients improve upon and achieve their technology objectives. Trusted by businesses and partners nationwide, the team are experts in telecommunications, IP Phone Systems, and Cloud technologies. WheelHouse Solutions has the technical staff to ensure the right technology is in place for your company. This allows our clients and sales partners to have the best combination of price, value, connectivity and innovative services offered in the marketplace. The company is headquartered in St. Louis, MO. Visit WheelHouse Solutions here or call us at 314-492-2506 to speak with one of our knowledgeable staff so we can work with you on finding the right service for your business at the most affordable rates.