If it is planned to introduce remote workplaces or a distributed call center, it is necessary to conduct appropriate training in the regions where the contact center divisions are located, especially in terms of creating reliable Internet channels between offices. Learn more about call center functions here https://selmo-pro.com/blog/what-are-the-key-functions-of-a-call-center
Call center functions
Modern call centers and contact centers provide the widest range of functions for handling both incoming and outgoing calls.
- Virtual secretary
- Interactive voice menu
- Autoinformer for receiving calls
- Auto redial program
- Conferencing: audio and video conferences
- Telemarketing and telephone sales
- Telephone surveys and questionnaires
- Hotline based call center
- Fax server for sending and receiving faxes
- Sending SMS messages
Comparison of call centers
Depending on the scale and the tasks assigned to the contact center, you can choose the appropriate call center configuration.
Comparing call centers of various developers, it is necessary to pay attention to their main functions - surveys, SMS mailing, telemarketing, hotline, faxing and others. It is also important to determine the scalability of the solution in the future: the contact center should expand easily.
Advantages and disadvantages of call centers
The call center allows you to improve the speed and quality of call processing, and, accordingly, increase the loyalty of the company's customers. Good feedback from customers, which is provided by the contact center, gives the company undoubted advantages in the market. The toll-free number 8-800 is also useful here. It is much easier to ensure the search for customers and cope with the growth of the flow of calls by using a modern call center.
Unfortunately, a poorly organized or insufficiently powerful call center can cause an outflow of customers. Therefore, the implementation of a call center requires not only certain financial costs, but also the optimization of the company's business processes.
Quality and speed of the call center
The main parameters by which you can evaluate the work of the call center are the average waiting time (ASA, Average Speed of Answer), the percentage of calls interrupted by subscribers while waiting (AR, Abandon Rate) and the percentage of calls connected before the set time limit (SL , Service Level). The ASA parameter indicates how long the client has to wait for a connection. The norm for AR is 3-4%. However, you should strive to ensure that at least 80% of calls are connected to an agent within 20 seconds. In the presence of IVR, this period may increase slightly, but preferably no more than 2 minutes.
The solutions we create allow us to achieve any indicators of call service quality. By combining the number of channels, the structure of the voice menu and the number of call center agents, you can achieve the desired performance.
