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Look into Voice over IP (VOIP) technology. Research this technology through google.com and inquire on the software and hardware requirements. Some products can run on various open platforms while others can require proprietary devices and transmission line types. Either way, they will save your call center a big bundle in long distance call costs compared to traditional calling methods. Good luck!

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by jose o

2 years ago

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You and I have never met before, but we do share a common interest. That interest is, Becoming an expert in the call center business in the shortest possible time. Perhaps, it’s even achieving setting up the best call center business in the industry. Who Knows? But one thing I know for sure is that if you’ve arrived at this page, it means you’re interested in discovering hot to setup and run your own successful Call Center Business. So please pay special attention to every word on this page…because not only will this be of immense importance to you, it may also be the most life-changing letter you’ll read in a very long time… “The Exact Step-By-Step Method That Teaches Even The Most Absolute Beginner How To understand the Call Center Management And Industry – Quickly And Easily. . .” Weather it’s your first day into a call center world or you’ve been there for years, you won’t be able to take it into next level unless you cover all the related aspects to call center management So, let’s look at these aspects one by one. Call Center People, Having the right People is the key for any business, especially in call center business. How to have the right people? And how to retain them? As a call center expert you will need to go though the following steps 1- Call Center Organization Structure 2- Call Center interviews , ask the right Interview questions 3- The right call center trainings 4- Motivational programs and the fair evaluation criteria’s 5- Define their responsibilities by having Full Call Center Job Descriptions Call Center Technologies, Is one of the key factors in the call center success ,call center technology and the right methodology in writing your Call Center RFP ( Call Center – Request for proposal ) and the call center vendors. Call Center Processes, Starting from your call center business plan, call center project plan and ending up with the call center scheduling and attendance . As you can see, Call Center management is the art of research and strategies for managing a call center to maximize customer satisfaction and relationships. Call Center Manager knows how to gather the right information and the key statistics on the critical issues that affect the quality and productivity of his call center, call center managers know how to look objectively to the right reports on what’s working for other call center managers and thoughtful analysis of industry trends. Some of the main areas a call center manager should focus on are: 1- Staffing and retention 2- Monitoring, agent rewards and retention 3- Training and performance development 4- Key performance indicators 5- Service level achievement 6- Technology and more.

by hani masgidi- 2 years ago