8 Must Have Call Center Technologies
July 31, 2012
By Susan J. Campbell
, TMCnet Contributing Editor
Call center technology can make easy work out of the complicated processes involved in everyday interactions, but with so many options on the market, it can be difficult to select the right one to fit the needs of your company. To that end, let’s take a look at the top eight call center technology solutions you must have in your environment to drive the desired results.
Based on a Search CRM top 10 list, this list ensures the selected solutions meets the needs of today’s dynamic environments, regardless of size.
The Dialer / ACD
Every call center should have a dialer if minimizing manual activities is important. The automatic call distributor (ACD) will improve performance and manage the flow of incoming calls. The dialer will help place and complete more calls per agent per hour.
The CRM Solution
Agents tend to serve the purpose of transaction manager – they are capturing information, resolving a problem and recording the outcome. When that information is captured in the CRM, the information can be accessed at a later time to improve interactions and business intelligence.
The Campaign Management
This technology in the call center lets the dialer know who should be contacted, to produce a list of phone numbers or to create a list of e-mail contacts. The more advanced solution will also show response activities of each customer.
The Call Recording
Often a required implementation in the call center industry, this technology captures all interactions for archiving or replay if necessary. Recording solutions may capture the call only, or add in related screens along with the recording.
Regardless of the industry served, there are common interactions that do not require the focus of a live agent. Plus, the increasingly mobile consumer wants the ability to manage their own interactions. The interactive voice response solution allows for self-service and reduces the cost of operation.
The Workforce Management Application
It’s important that call center managers can accurately forecast the anticipated volume of calls. The WFM solution will help with forecasting and scheduling the right number of agents to have the forecasted volume, while also scheduling breaks, training, vacations, days off and even unplanned illness.
The Quality Management Solution
Call center agents must be able to adhere to internal policies and procedures and quality management solutions give management insight into interactions and performance. Valuable tools for inbound centers, quality management solutions are also finding their way to outbound centers.
The CTI (News - Alert)
The advanced call center today connects the ACD to the CMS application to deliver a screen pop at the most basic application. Agents no longer need to waste time looking up customer information and customers no longer need to provide pertinent information at multiple stages of the call.
Finally, it’s important to understand the role of Time Division Multiplexing (TDM) and Internet Protocol (IP) in the call center environment. TDM moves calls in the traditional call center. IP is replacing TDM in the modern call center as organizations continue to converge the voice and data networks.
The call center continues to be an integral part of the advanced organization, but without these technology solutions in place, it will be increasingly difficult to compete. Therefore, the implementation of these eight technologies is essential for optimal call center performance.
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Edited by Allison Boccamazzo