Call centers are the number one choice for handling large volumes of customers, offering a great favor centralizacije.Točka centralization, however, that the company efficiently and for employees and customers, so it is important to have a phone system with features that keep efficiency in mind .
under six features are vital for maintaining a call center is going in the right direction, and should be considered a necessary and fundamental part of business phone system features.
# 1: ACD - Automatic Call Distribution
ACD allows callers to be automatically routed to the next available agent selected as a call routing system (see # 5). This, of course, cuts down on the red build and inappropriate waiting time. ACD directly related to call routing -. So this feature must be mutually inclusive
# 2: Call recording and monitoring of the
Call recording and monitoring of vital internal quality control measures, and it is important for potential legal problems or emergencies. Some recording and monitoring systems can provide a supervisor to take control of the call, or, on a smaller scale, to enable the supervisor coach agents as needed during the call.
# 3: Conferencing
Call of the conference should be a basic, whether for internal or external customer service. Conference calls can help resolve problems quickly, which is particularly important for inbound call centers that act as "tie-ins" between customers and other agencies (such as the shipping company needs to connect the client with the U.S. Customs Agent ).
# 4: IVR - Interactive Voice Response
This is becoming increasingly important as a feature for companies that operate at lower volumes, the staff - but they are also good to have another call for centara.Automatsku voice menu can be displayed to the caller but the caller can speak his or her choice and be served in accordingly. IVR can also be connected to the ACD and Remote Agent call routing (see # 5 ).
# 5: RACR - Remote Agent Call Routing
RACR be done by routing calls to remote agents, as well as in-house agents - and the guidance system can be used with IVR and ACD agent for the best red available. For example, the caller can select "technical support" or "accounting" from the IVR menu.
# 6: BCP - Blended Call Processing
BCP allows agents to inbound and outbound calls simultaneously - ideal for conferences, as well as the handling of internal affairs on behalf of customers, and to perform a warm transfer. Warm Transfers are one of the best ways to "special charm" to customers, making them feel as important as that for the company.
These six features are most important to run smoothly inbound call center. When investigating the potential of the system, choose the business phone features listed above that are the basic features, rather than up-selling system.
