A call center is a key element of any business due to the fact that it serves as the crucial link between a customer base and a brand. One bad experience can prompt a client to turn to a competitor in the future, resulting in a significant loss in profit.
In a recent development in this rapidly growing industry, Starwoods Hotels and Resorts Worldwide Inc. has just revealed that it is now hiring agents for its new Wichita contact center, a facility that could eventually hold a workforce of up to 900 individuals. Located on Harry Street between Hillside and Oliver, job fairs at the headquarters are now underway.
When looking for the ideal agent, call center businesses look at specific skill sets, including being able to communicate with customers via an array of communication channels, such as through the phone, e-mail and social media websites; vast knowledge in regards to both the computer and the Internet; and possessing either a high school diploma or GED.
However, certain communication-based technologies are just as important as selecting the right employee for a call center job. Taking a quick look at the solutions Voicent powers specially for the call center, we find three integral parts encompassed within its portfolio.
First, the company’s Call Center Manager can automatically measure and manage regulatory compliance, call center efficiency and campaign productivity. Not only can it adjust the pace of outbound calls being made on-the-fly, but it allows companies to rest assured that they are keeping in line with federal mandates that pertain to dropped and abandoned call rates.
Next, Call Center Agent Dialer is a predictive dialer that can contact a large group of people in a very short period of time. Through this next-generation tool, call center business agents can work from anywhere at anytime and it is easy to set up multiple campaigns. Also, AgentDialer can be seamlessly integrated with any legacy database or CRM software already in use by a company, recording calls, storing campaign statistics and transferring calls between agents.
Last but certainly not least, the Call Center Broadcast Suite eliminates the need for any human intervention since it has the capability needed to reschedule itself if needed. It can collect touchtone responses which will help transition more prospects into closed sales and be used in conjunction with the Voicent IVR Studio as well.
Your call center business will only prove successful over the long term with the right team in place in addition to VoIP-based products. Don’t delay, revamp your call center today!
Edited by Blaise McNamee