Advanced Call Center
Advanced Call Center Overview
Using computer telephony integration (CTI) advanced call centers can now integrate all customer contact methods — including voice, email, web, fax, and SMS — with computer systems such as customer relationship managers (CRMs) or enterprise resource planning (ERP) programs. The result is increased call center agent efficiency, productivity, and effectiveness.
Implementation of advanced call centers is growing in popularity, especially as the use of Voice over IP (VoIP) increases. Agents are able to work from home, managed by a single centralized system, while costs are lowered without any sacrifice on call center performance.
Advanced Call Center Capabilities
Advanced call centers vary in size, scope, and capability based on the specific needs of the call center. Advanced call center features include the following:
- After call work (such as wrap-ups)
- Agent call analytics and reporting
- Agent call recording
- Automatic call distribution (ACD)
- Automatic customer number identification
- CRM and ERP integration
- Distributed call center agents (work from home capability)
- Informational screen pops (real time data availability)
- Skills based call routing
- Outbound predictive dialer
- Real time and historical call queue reporting
- Unlimited call queues
- Voice analysis
- Voice recognition
Advanced Call Center Benefits
Advanced call centers provide a range of benefits including the following:
- Coach and develop agents with call recording, call monitoring/call barge, and queue performance metrics
- Create business rules that trigger events such as an outbound call, email, SMS or record a call
- Eliminate repetitive or complex tasks through systems automation and integration thereby increasing efficiency
- Decrease call center operational costs with a distributed call center of work from home call center agents
- Improve customer loyalty and satisfaction through the availability of real time customer information
- Increase sales revenues through script, product, and up-sell suggestions from call center agents
- Monitor the performance of call center agents through call monitoring capabilities, call reports, and call queue visibility
- Provide customers with web-based interactions such as web callback, web chat, and web collaboration
- Route calls based on agent skill levels to ensure that customer receive the proper level of service and support
- Survey customers and report on survey results to increase customer satisfaction and improve call center performance
Call centers are capable of much more than simply answering phones or placing calls. Regardless of the industry your business is in or the specific needs of your customers, an advanced call center is an outstanding way to grow and improve your business, and allow you to continually meet the changing demands of your customers.
