Because callers can immediately connect to your office, they can transact business with no more waiting time. It eliminates wasted calls. It gives your customers quick access to the information they want and thus results in improve relationship with them. And too often, because clients can reach your office immediately, it enhances their perception of your company. You getter more customers, more deals, more revenues.
A call center allows staff to deal with more customers at any a given time. Richard Burgess, CEO of a large pharmaceutical company can attest to this. " The rapid growth of our company entails more doctors calling for prescription drugs and customers asking for product description. Our staff cannot handle this increasing volume of callers. A call center services solved our dilemna. Now, our personnel can take the growing calls and dispense the necessary services in less time, making customers happy. This translates to greater overall efficiency."
With call center that has the right call center software, the same number of staff will be able to handle more calls. Sarah Danitz, an insurance company manager, has this to say, " We would have incurred large overhead expenses if we hire additional personnel to handle incoming calls. Instead, we turned to call center. It satisfactorily meets our demand. And we were able to save money in the long run." As you can see, you need not hire additional personnel or install extra phone lines to meet caller volumes.
In an ordinary helpdesk, your office can not track the number of calls you receive each day, how many of these calls were positively resolved, how many callers turn away,etc. A call center makes these statistics available so you will know measures to take in order to improve your business. "We didn't take any interests on our calls in the past, " says Michigan-based farm tools company owner Chris Laverdale. " But with a call center giving us these data, we see some patterns and seek ways for improvement. These call center statistics are really helpful."
Better Office Communication Handling
A call center, aside from handling live calls, can also process emails. In addition, it can handle fax, web-based queries, web-cam conferencing, Instant Messaging, and other means of communication for the company.
"Our struggling staff could hardly deal with the number of calls we receive, and we hardly have time for incoming emails. A number of deals were lost because we neglect emails. But now, we know better. Our call center which has an excellent call center software, processes our calls and emails. Now, we receive favorable business transactions out of these emails."
These are just some of the many benefits your company can enjoy from a call center.
Contact Center Functionality
Automated Call Distribution (ACD)
The Automated Call Distribution engine is the “routing’’
engine that manages inbound and outbound media,
making sure that phone calls, emails, chats, and texts
are properly routed.
Contact Center (CC) uses SIP trunks to connect from the
cloud to any PBX or PSTN connection that supports SIP
Contact Center offers several styles of real-time
dashboards that display important performance
Contact Center has a robust reporting engine that offers
more than 50 canned reports.
The agent system includes the ability to record agents’
calls for quality management and call tracking. This is
included as part of the agent seat license.
Workforce Management (WFM)
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Unlimited schedules and types are supported
and may be assigned to each queue. Holiday automation (set it once and forget it)
including half days. DNIS based auto attendants and call flows
Contact Center supports many other actions
that are industry standard but may require additional
professional services and/or fees for implementation