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Using the right set of tools and programs play a crucial role to the success of contact centers.
Not only do the right tools enable BPOs to scale their operations while keeping their process seamless, but it also impacts how they service their clients’ customers.
With the contact center industry’s steady growth, various software solutions have been created and developed to aid its operations.
Here are some of the standard programs used by the best contact centers:
1. Telephony
This is often the main component and the heartbeat of operations of contact centers. It is the telecommunications technology that enables two or more people to get connected.
2. ACD or Automatic Call Distributor
If the telephony is the heart, then the ACD is the backbone of operations. This software allows incoming calls to be routed to the agent who is best able to assist with the caller’s concern.
ACD also keeps track of data such as call volume, calls received, call wait time and duration.
It also enables call monitoring, call conferencing, and call barging.
3. IVR or Interactive Voice Response
Also known as the voice response unit, the IVR, which is an automated system, allows interaction with a caller, gets information and then filters the call and routes the caller to the appropriate agent or department. It accepts both voice telephone input, and touch-tone keypad selection and response can come as a callback, fax, email or other contact methods.
4. Cloud Routing
Commonly referred to as skills-based routing. Cloud routing means having the control to route call traffic. It ensures callers are directed to the right and appropriate agent quickly.
Outsourcing to the Philippines
The Philippines is fondly known as the Call Center Capital of the World. Our language skills, affinity to the Western culture, and competitive costs are among the factors keeping us as the number one choice.
But with the total number of contact centers in operation in the Philippines, how do you determine the best partner for your company? Here’s a list of qualities to look at before making your choice :
1. They are a personal fit to your business needs.
Start by defining what your business needs are. What is your core function? What communication channels do you use when interacting with your customers? Do you email, chat, call? How many agents do you need to support your operations? Will you need it 24 hours?
Understand your business needs first before deciding which contact center is the best fit for your organization.
2. They use state-of-the-art hardware and advanced software solutions.
With new technology always on the rise and continually evolving, it is crucial to ensure the company you choose is keeping up with the latest, especially when it comes to security.
With cyber crime, an ever-present threat, choose a contact center that has the latest security measures to keep your data safe and secure.
3. They are a well-established company with a solid reputation.
The contact center you choose is your company extension. How they operate and deal with your customers reflect on you and your company. Before making your decision, consider their track record and what other companies that have served them, have to say about them.
4. They have comprehensive training programs and support in place
Training programs guarantee development and improvement. Well-trained employees are efficient and productive employees – they cement the company’s success. Contact centers that have strong training programs in place also mean that they can adapt to your business.
What’s Next?
When considering outsourcing IT support, look no further than, Executive Boutique. We are HIPAA and PCI Compliant and the trusted outsourcing partner to clients in the US, UK, Canada, Singapore, Europe, and Australia.
Whether you are a small or medium-sized company looking for the best support for your operations at competitive pricing, we are here for you!
Contact us today to find out more!
