Value added functionalities

Inbound call centers make use of such software as

• Automatic Call Distributors (ACD); evenly distribute incoming calls to all available customer service agents.

• Interactive Voice Response (IVR); enables call centers to automate the collection of basic data from callers and can eliminate the need for a customer service representative on many routine calls.

Outbound call centers benefit from applications like

• Predictive Dialer; offers business the ability to automatically call out using algorithms to speed up or slow down the dialing process.

• Do Not Call Compliance Software; makes sure that a call center follows local, state and government laws of the customers.

• Fulfillment Software; updates inventory in real time, as well as processes payments and notifies warehousing for shipment.

Both inbound and outbound call centers can gain advantage from:

• Computer Telephony Software; integrates phone and computer systems to provide better customer service and reduce call times.

• Customer Relationship Management; enables seamless end-to-end customer support across the entire enterprise.

• Scripting Software; helps representatives find answers to a customer’s question easily; provide current information on products

 

Learn More About:

Some common call center solutions such as ACD, predictive dialers, scripting software, computer

What are common call center solutions?

How to decrease turnover rates?

Ten Strategies for Employee Retention in Call Centers

The cost of employee turnover

Exploring Call Center Turnover Numbers

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