Posts Tagged ‘Centre Solutions’
VoIP Contact Centre Solutions for the Next Generation Contact Centres
Call centres were termed so because in their initial days they only used to receive voice calls over the telephone. But the explosion in communication mediums and the emergence of the Internet as one of the primary modes of interaction has propelled call centres towards handling two-way interactions over Web in the form of chat and e-mails. The name “call centre” no longer encapsulates their core area of operations. Hence, the better name for them now is “contact centre”.
In their task of handling multitudes of interactions over so many communication media, they are assisted greatly by a suite of software programs known as contact centre solutions. Some examples of such software are automatic call distribution systems, telephone call routing software, predictive dialler, VoIP call control, etc.
The new generation of contact centre solutions puts customers at the heart of the business operations. Modern contact centres now offer their clients value-added services such as one call resolutions, good relations between agents and customers and round the clock customer care with a whole lot of other services which were not available earlier.
This new generation of contact centres include the VoIP based contact centres. Let’s see what they are and how they are making a difference to their client’s operations.
VoIP based contact centres
These are the next generation of contact centres that handle calls over Internet using the Voice over Internet Protocol (VoIP). The calls are routed over the Internet using packet switching technology, and the VoIP contact centre solutions provide intelligent routing or data transmission.
Since they are Internet based, VoIP based contact centres provide wider scope in telemarketing, e-mailing, instant messaging, etc. Moreover, because of the low cost of operations, even small sized contact centres and start ups can make it big if they opt for the right VoIP contact centre solutions and manage their resources well.
Key Features:
• Screen pops which help agents retrieve information in real time.
• Intelligent call routing which utilises an up-to-date customer database and where callers get the agent best qualified to address their needs.
• Agents working from their homes and other geographically scattered sites.
• A central office that manages the entire call turnover taking place at multiple locations.
• Real-time monitoring of calls and the agent performance to improve efficiency and recognise weak areas.
• Multiple reports charting out call history and agent performance.
• Scalable and flexible telephony user interface.
Key Benefits:
Some key benefits of a VoIP based contact centre are:
• There is no need to significantly alter the existing infrastructure. So this next level technology can be implemented without heavy investments. Existing PBXs and contact centre solutions can be easily adapted to VoIP environment without heavy expenditure.
• VoIP contact centre solutions can be deployed seamlessly without disturbing the ongoing operations; there are multiple deployment options available and hybrid configurations of VoIP and traditional telephony can be easily created.
• After successful deployment the resultant converged voice-and-data infrastructure significantly saves costs and improves efficiency of the agents besides increasing the monitoring and managing capabilities of senior management.
• Since with VoIP contact centre solutions, the staff can work from multiple locations, even their homes, significant savings are achieved in terms of acquiring and maintaining the physical infrastructure.
• Intelligent routing and VoIP call control enables the calling customer to get the best service resulting in overall customer satisfaction and increased goodwill.
In their task of handling multitudes of interactions over so many communication media, they are assisted greatly by a suite of software programs known as contact centre solutions. Some examples of such software are automatic call distribution systems, telephone call routing software, predictive dialler, VoIP call control, etc.
The new generation of contact centre solutions puts customers at the heart of the business operations. Modern contact centres now offer their clients value-added services such as one call resolutions, good relations between agents and customers and round the clock customer care with a whole lot of other services which were not available earlier.
This new generation of contact centres include the VoIP based contact centres. Let’s see what they are and how they are making a difference to their client’s operations.
VoIP based contact centres
These are the next generation of contact centres that handle calls over Internet using the Voice over Internet Protocol (VoIP). The calls are routed over the Internet using packet switching technology, and the VoIP contact centre solutions provide intelligent routing or data transmission.
Since they are Internet based, VoIP based contact centres provide wider scope in telemarketing, e-mailing, instant messaging, etc. Moreover, because of the low cost of operations, even small sized contact centres and start ups can make it big if they opt for the right VoIP contact centre solutions and manage their resources well.
Key Features:
• Screen pops which help agents retrieve information in real time.
• Intelligent call routing which utilises an up-to-date customer database and where callers get the agent best qualified to address their needs.
• Agents working from their homes and other geographically scattered sites.
• A central office that manages the entire call turnover taking place at multiple locations.
• Real-time monitoring of calls and the agent performance to improve efficiency and recognise weak areas.
• Multiple reports charting out call history and agent performance.
• Scalable and flexible telephony user interface.
Key Benefits:
Some key benefits of a VoIP based contact centre are:
• There is no need to significantly alter the existing infrastructure. So this next level technology can be implemented without heavy investments. Existing PBXs and contact centre solutions can be easily adapted to VoIP environment without heavy expenditure.
• VoIP contact centre solutions can be deployed seamlessly without disturbing the ongoing operations; there are multiple deployment options available and hybrid configurations of VoIP and traditional telephony can be easily created.
• After successful deployment the resultant converged voice-and-data infrastructure significantly saves costs and improves efficiency of the agents besides increasing the monitoring and managing capabilities of senior management.
• Since with VoIP contact centre solutions, the staff can work from multiple locations, even their homes, significant savings are achieved in terms of acquiring and maintaining the physical infrastructure.
• Intelligent routing and VoIP call control enables the calling customer to get the best service resulting in overall customer satisfaction and increased goodwill.
Kate Dawson is a call centre administrator and has an in-depth knowledge about contact centre solutions such as automatic call distribution system, telephone call routing software, VoIP call control etc.
Tips to Find the Right Contact Centre Solution Provider
The core market for contact centre solution providers is the small to medium-sized enterprise (SME) sector, and with good reason too. This is the sector that has seen the best growth in recent years and will continue to do so in near future, current economic problems notwithstanding.
The focus area of the SME is to grow fast by providing their customers with the best possible service. Here enter the contact centre solutions providers who can provide quality solutions such as multichannel integration, effective customer relationship management (CRM), the most efficient call routing, first-call resolution, customer self-help, and VoIP call control at reasonable prices.
Earlier, some of these contact centre solutions were available only to large, well paying companies but with the introduction of IP telephony and software-as-a-service solutions, most of the cutting edge features are now within easy reach of the SME.
SME Requirements
However, what these SMEs need to watch out for is not to opt for features they don’t need. Quite often, contact centre software offers ‘cool’ features and companies do opt for them under the impression that they will help improve their processes. Later they find that they have ended up paying extra for something that nobody needs or wants and it remains unused. Also the money spent on training the staff for these features goes to waste.
To satisfy their needs, the SME needs a technology provider who can cater to the defining characteristics of such firms. SME’s are characterised by speed and flexibility to respond to customer demands and the professional contact centre solution provider should first assess the capabilities and competitive edge of the firm before offering them a solution. This will go a long way in ensuring a satisfied client and a long-term relationship.
On the part of the SME, they should decide upon a contact centre solution provider who can respond to their vision, business goals and pace for change properly. To do this, the SME needs to work out customer requirements, their business practices and operational goals by themselves, or they run the risk of getting a solution which is either inadequate or which does too much. The following quick tips will help you in getting the right solution provider.
7 questions to ask before you finalise your contact centre solution software
When screening for a contact centre platform ask yourself and your prospective vendors the following questions:
1. Is the solution offered a complete, consolidated solution encompassing all your call centre needs? If that is not the case, you might have to buy a number of solutions from different vendors and will have to integrate them together, which is a costly affair and prone to problems.
2. Does the solution support all the interaction channels such as voice, Web and e-mail etc.? This is critical because in today’s Internet dominated world, quite a few queries come through these Web channels and your call centre should be ready for them.
3. Is integration between the proposed contact centre solution and third party business applications like CRM possible?
4. Is the solution being offered, and its inherent technology scalable, i.e. can it support your growing business and the query turnover over a period of time?
5. Does the solution allow your workers to work from multiple locations including home?
6. Does the proposed solution provide for proper reporting, supervision and management regardless of the agents’ location?
7. Does the solution require expensive proprietary hardware or can it run on readily available standard hardware?
If the answers to most or all of above questions are in the affirmative, you have got yourself the right contact centre solution. The moot point is, don’t get swayed by the ‘cool’ features. Rather assess your requirements and budget calmly and check whether the particular contact centre solution meets your needs.
The focus area of the SME is to grow fast by providing their customers with the best possible service. Here enter the contact centre solutions providers who can provide quality solutions such as multichannel integration, effective customer relationship management (CRM), the most efficient call routing, first-call resolution, customer self-help, and VoIP call control at reasonable prices.
Earlier, some of these contact centre solutions were available only to large, well paying companies but with the introduction of IP telephony and software-as-a-service solutions, most of the cutting edge features are now within easy reach of the SME.
SME Requirements
However, what these SMEs need to watch out for is not to opt for features they don’t need. Quite often, contact centre software offers ‘cool’ features and companies do opt for them under the impression that they will help improve their processes. Later they find that they have ended up paying extra for something that nobody needs or wants and it remains unused. Also the money spent on training the staff for these features goes to waste.
To satisfy their needs, the SME needs a technology provider who can cater to the defining characteristics of such firms. SME’s are characterised by speed and flexibility to respond to customer demands and the professional contact centre solution provider should first assess the capabilities and competitive edge of the firm before offering them a solution. This will go a long way in ensuring a satisfied client and a long-term relationship.
On the part of the SME, they should decide upon a contact centre solution provider who can respond to their vision, business goals and pace for change properly. To do this, the SME needs to work out customer requirements, their business practices and operational goals by themselves, or they run the risk of getting a solution which is either inadequate or which does too much. The following quick tips will help you in getting the right solution provider.
7 questions to ask before you finalise your contact centre solution software
When screening for a contact centre platform ask yourself and your prospective vendors the following questions:
1. Is the solution offered a complete, consolidated solution encompassing all your call centre needs? If that is not the case, you might have to buy a number of solutions from different vendors and will have to integrate them together, which is a costly affair and prone to problems.
2. Does the solution support all the interaction channels such as voice, Web and e-mail etc.? This is critical because in today’s Internet dominated world, quite a few queries come through these Web channels and your call centre should be ready for them.
3. Is integration between the proposed contact centre solution and third party business applications like CRM possible?
4. Is the solution being offered, and its inherent technology scalable, i.e. can it support your growing business and the query turnover over a period of time?
5. Does the solution allow your workers to work from multiple locations including home?
6. Does the proposed solution provide for proper reporting, supervision and management regardless of the agents’ location?
7. Does the solution require expensive proprietary hardware or can it run on readily available standard hardware?
If the answers to most or all of above questions are in the affirmative, you have got yourself the right contact centre solution. The moot point is, don’t get swayed by the ‘cool’ features. Rather assess your requirements and budget calmly and check whether the particular contact centre solution meets your needs.
Kate Dawson is a call centre administrator and has an in-depth knowledge of contact centre solutions such as telephone call routing software, predictive dialler’s, VoIP call control etc.