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Hosted Call Centers Need to Remember that People Matter Most

Hosted Call Centers Need to Remember that People Matter Most

April 09, 2014
By TMCnet Staff

When we think of call centers we usually think of large cubicle farms serving giant national corporations. But every business should think about how their customers reach them, and whether formalizing customer service into a contact center application makes sense.


The heart of a call center is its agents who, with great service, help turn a customer’s question or problem into a relationship-building opportunity. But the contact center experience starts well before the agent ever answers the call, as customers wait in queue, listen to messages and interact with the website or chat service.

Sitting on hold is the number one complaint of customers followed closely by confusing or difficult menus. (Speech recognition software that fails to understand speech or route properly is of particular complaint.) For managers comfortable with supervising employees it may seem like the best way to assuage an angry customer is through an agent’s apology and personalized service but in truth, a little time spent on the basics of call center operation can go a long way.

Whatech.com outlined the top three considerations for any company thinking about opening or improving their contact center: equipment, software and hardware.

Equipment

This list includes everything from the telephone switching network that connects the call to the Ethernet switch that provides the agent’s computer with a server connection. A network-switching problem can result in a dropped call, which the customer is likely to blame on the company regardless of where the failure happened. An Ethernet or computer server problem can result in the caller being put on hold while the agent reboots or redirects the call. In truth there are many places in the technological chain where a call can fail, which is why managing a good telecom system takes time and effort.

Good corded phones are recommended as they are safer for privacy and easier to use with or without an attached headset. And an environment that is sufficiently noise-proofed to allow for clean, calm conversation is best for the comfort of both agent and caller.

These days call centers also have the option to use a cloud-based service like Zendesk or Five9 (News - Alert), which allow calls to be received through a Web browser. This saves money over installing on-premise equipment but also requires a stable, strong Internet connection. Whichever route a company chooses it behooves them to invest; this is not the place to try to pinch pennies.

Software

There are many options for contact center software and it doesn’t have to be complex; even simple PBX (News - Alert) roll functions can route callers to available agents. But once the call is answered – whether put into a hold queue, given automatic routing options, or connected with an agent – today’s savvy consumer expects their service to be fast and professional. To assist with this there are several software versions at all price points that can service companies large and small.

One nice option now is the ability to add offsite agents to a call center with Web-based software. The agents can be added during busy hours or seasons and have the same access to call scripts and (through a virtual private network) your company’s database. Or, let onsite agents’ deal with inbound calls requiring the database while remote agents handle less service-intensive outbound calls. But with the options available, nearly every sized business can find a software solution that will fit their budget and need.

Hardware

Hardware is anything computer-related to helping the agent handle the call, specifically a local area network (LAN) and server. Agents will need fast and stable computers with regularly updated operating software, stable browsers, connections to your database and server, and good security. To process credit card payments you’ll need an agreement with a processing company or bank, and the scanners and software to enter the card information. And don’t forget chat functions, a simple, inexpensive way for even small businesses to be available to customers. Chat functions may be available through your website designer or third party options like WhosOn.

It may seem daunting to set up a call center, but the growth of cloud-based services and a la carte solutions have made operations simpler and more affordable than ever, manageable for even small and mid-sized businesses. Any company that needs to regularly assist customers and build relationships over the phone should investigate the options available and see if the contact center should be a part of their growth plan. 


Edited by Rory J. Thompson



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