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Five9's Inbound Call Center System Offers Agents Improved Communication Abilities

October 28, 2009

By Kelly McGuire,
TMCnet Editor

For companies in the customer relationship management, or “CRM,” industry, managing calls that are received to a call center are just as important as the outbound calls sales agents place to potential and existing clients. 

In order to properly managing inbound calls, a call center needs to have a dynamic and full scale inbound call center system that allows sales agents to keep track of, and manage, all calls coming to a company. 

By utilizing call center software provider Five9’s Inbound Virtual Call Center, a company receives all the features needed to ensure that incoming calls are managed effectively and efficiently. 

According to Five9 officials, the company’s Inbound Virtual Call Center is a rapidly-deployed, hosted system that provides capacity on demand, as needed for fundraising, product campaigns and seasonal promotions. 

“Whether you have a handful of agents or hundreds of agents, you can stay focused on your business and not on maintaining call center systems,” using Five9’s Inbound Virtual Call Center, company officials said.  

In keeping with the trend of offering call centers a world-class service with all features of a premise-based system with no hardware, software or phone lines, Five9’s Inbound Virtual Call Center offers agents: 

·         Access to basic or sophisticated calling features, including easy-to-use contact history
·         Highly productive and coordinated agents around the world
·         Ability to flexibly scale up based on demand
·         Reduced toll charges
·         Reduced infrastructure expense 

With this system, sales agents are able to increase customer satisfaction by ensuring that callers don’t have to waste time repeating information, as each caller is directed to the most appropriate sales agent to handle each specific inquiry.

And, with the system, the ability for more up-selling and cross-selling is possible, as the best sales agents can receive designated calls with the chance of increasing revenue and dramatically increasing ROI. 

Additionally, not only can agents increase productivity by receiving customer calls relevant to their sales pitch, but also, agents will have up-to-date customer information as calls arrive, so agents can cater to a specific customer, making them feel singled out, and their questions pin-pointed and answered.

Kelly McGuire is a TMCnet Editor. To read more of her articles, please visit her columnist page.

Edited by Kelly McGuire