The call center today relies on a variety of call center solutions to keep operations moving along at a steady pace to produce the necessary results. The true call center today is a facility that allows both inbound and outbound calls with a calling process that is really quite simple. What happens with those calls, however, can get a bit more complicated.

This recent article in The Cheers highlighted the ease in which a call center is launched. Simply get an ISDN (Integrated Services Digital Network) connection, hire the necessary agents and start making and receiving calls. As you can imagine, a successful launch is not quite so simple and call center solutions must be in place to optimize performance, make the best use of agent time and keep customers satisfied.

One trend that continues to emerge in the call center space is the outsourcing of services to offshore locations. A primary driver for outsourcing the call center is to reduce costs as a number of countries offer outsourcing options with labor rates much cheaper than those in the U.S. or the U.K. The challenge here, of course, is that U.K. customers cannot be asked to call a support number in Pakistan or India.

The call center company must absorb the cost of the call, even if it takes place internationally. As a result, a number of providers are utilizing Voice over Internet Protocol (VoIP) to reduce the cost of these communications, while still meeting customer demand. This use of call center solutions enables a clear focus on customer satisfaction, while also keeping costs in check.

To successfully set up a call center and implement the right call center solutions, The Cheers highlights six steps to follow. The first step demands a toll-free number and a multi-channel interface. This allows the call center to receive multiple calls simultaneously over the same line. The next step is to secure that broadband Internet connection by purchasing an SDSL connection or a leased line.

Step three includes securing an IPPABX, or Internet Protocol Private Automatic Branch Exchange, a device that provides routing and distribution facilities at each end of the spectrum. The call center will need at least one at each end, connected through the line selected in step two. At that point, to ensure the full operation of the call center solutions, the company needs to purchase IP phones and a significant amount of Cat 5+ cable.

The next step includes routing the support number to an IP Gateway (News - Alert) and then installing all the necessary CRM software to your agents’ computers. Keep in mind these call center solutions are what drives results as you can capture real-time information on your contacts and your customers. Once these steps are complete, you’re ready to launch the successful call center.