Innovative technological advances in telecommunications have made the call center industry more efficient and effective. Outsourced centers, such as the Philippine call center not only save a lot of money in labor costs, but also in overall operating costs.
The technologies used in call centers have come a long way from the simple telephone. Today, it employs a variety of hardware and software solutions to make the agents work much easier and more productive. In a typical configuration, a phone system that is automated dialers and answering systems are used regularly.
IVR or Interactive Voice Response – IVR automated response systems that prompt the user to respond by checking different keys corresponding to their choices. One of the benefits of IVR is that it reduces the cost of the call to the customer because it enables customers to dial toll free numbers. Increased productivity is also expected as operating hours are extended to 24-7. The system can also be programmed to respond with multilingual options for callers with different ethnic backgrounds can communicate with the system.
Predictive Dialer Systems
A predictive dialer system can automatically dial phone numbers in batches which makes an agent more productive, decreasing downtime between calls. Telemarketers are more likely to use this system.
VoIP or Voice over Internet Protocol
More and more companies are taking advantage of the free high-speed internet by combining data and voice delivery in a line. The telecommunications cost savings more than offset the cost of the software. Many people have used VoIP software like Skype and Yahoo Messenger to call your loved ones abroad for free, but the use of such software to call people on their phones requires fees but is substantially less than the Traditional call abroad.
The softphone is a telephony system-enabled CTI (Computer Telephony Integration) handles incoming and outgoing calls and can be integrated with other systems as a marker ACD or Automatic Call. For incoming calls, the system can include IVR self-help for clients that allow agents to take other calls. The system includes a predictive dialer for outbound services such as telemarketing.
CRM or Customer Relationship Management
The software used in any call center is CRM, especially for dealing with customer service. CRM contains all relevant customer history an agent should know to better understand customer and address their problems more effectively. Agents can also update the database to reflect the problems of action or a report.
Management WFM or workforce
WFM is a need for very large contact centers to manage their staff. The software helps supervisors and managers to control its agents and ensure that officers are assigned to tasks that suit their skills.
Agents Philippine call center are trained with the use of these technologies. Professional development training includes familiarization with call center solutions to provide competent and productive employees willing to listen and talk to their customers.
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