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What a Call Center Must Have

A call center must have the following (see Figure 4):

  • Single/batch and power dialing

  • Messaging; paging, e-mailing

  • Real-time call scheduling/Calls-in-progress, call-waiting monitoring by call center managers

  • Call summaries

  • Long-distance calls/FAX scheduling

  • ACDs—Automated Call Distributors

  • Call recording, playback, and archiving the recorded teleconversation

  • Employees/operators log-in, log-out time charts

  • IVRS solutions seamlessly integrating into day-to-day databases of the company

  • IP Telephony

  • Customer care and order tracking

  • Reports on customers' purchase history-features

  • Frequently asked questions and queries handled by IVRS systems

  • Special voice greetings in IVRS depend on particular occupation/dates/festivals

  • Viewing the summary reports of missed calls during the day

  • Longest waiting caller, average waiting time statistics to help manage more efficiently.

  • Alarm is raised if the call center operator does not call the customer

Figure 4 Call center—technology-wise

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