Setting up a successful contact center should be based on three main elements which play the key of success in any contact center business:
1- Man Power: The right people are the essential key in any successful business especially in the contact center. There is a list of skills that should be in the contact center staff based on his/her role within the contact center. For example, the customer service representative or the agent within the contact center should be Self-motivated, work in a dynamic, multi-tasking environment, responsible of handling all inquiries related to customers as a receiver and caller, as well as assisting customers in addressing their issues to the concern departments and approach effective solutions via phones, email, and faxes, provide superior services to internal and external customers.
2- Technologies: No one can claim running a contact center without having at least the essential technical requirements for a contact center solution , there are some essential technical requirements in any contact center such as :
Automatic calls distribution ( ACD ) – A computerized phone system that responds to the caller with a voice menu (IVR) and connects the call to the appropriate CSR according to a set of parameters (e.g priority of skills or longest available time) . It can also distribute calls equally to agents. ACDs are the heart of call centers, or contact centers, which are widely used in the telephone sales and service departments of all organizations.
Computer-telephony integration ( CTI ) – is a computerized systems which combines the callers data with voice systems in order to enhance telephone services by retrieving the caller database and get it displays at the appropriate CSR’s screen when the call gets routed to him by ACD (Automatic calls distribution)
Interactive voice response ( IVR ) is a computerized system that allows a person, typically a telephone caller, to select an option from a voice menu and otherwise interface with a computer system. Generally the system plays pre-recorded voice prompts to which the person presses a number on a telephone keypad to select the option chosen, or speaks simple answers such as “yes”, “no”, or numbers in answer to the voice prompts.
3- Processes: Without solid and predefined processes for all the activities within the contact center the efficiency of the contact center would be too low and would not serve the purpose of its existence within any organization fully. Act as a contact center consultant ( II ) at http://www.contactcenterhelp.com
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