What is call center system?

Call center system is designed to handle a large number of telephone service. Routine tasks of a call center are: customer service, technical support, telemarketing, telesales and information collection. Call center workers are called “The agent” or “customer service representative” (often abbreviated CSR).

Call centers system provides special technologies to maximize productivity, like ACD (Automatic Call Distributor) to make sure calls go to proper agent and customer wouldn’t get too bored while waiting for service. “Predictive dialer” automatically generate outbound calls, agent doesn’t need to waste time to wait customer pickup calls. Other tools include monitoring, popup, IVR, call recording, call spy, various reports etc.

Call queue

ACD is used to serve inbound calls, calls can be assigned to the various types of artificial agents waiting team. Waiting call system can be ordered and then assigned to the seat. ACD system to oversee the orderly arrangement calls and priority call access will eventually dispatched depending on various factors (call order, the importance and urgency of the call) to artificial agents idle. Distribution of such calls is called queue strategy.

Caller experience

When caller waits in a queue, he can usually hear a series of messages, such as queue status information and music. Marketing information is simple messages which are regularly delivered to the waiting callers. Queue status information covers the number of calls waiting for an expected wait time, and sometimes there will be other options. More advanced queuing system also supports virtual queuing. Virtual queuing system will require callers to provide a callback number. Once disconnected, their position in the queue will be retained, once the system is idle, it will call back users.

Queue strategy

A simple ACD strategy is FIFO (first in first out). In this case, when the system receives a call, all the phone rings. Once the call is answered, the other phone stopped.

More complex strategies (also generally more useful) is to assign the call to the longest idle agent. All agents have equal qualifications transaction processing, often using the “most free” policy. Other common strategies include recursive call, linear search, least priority call and random calls. ACD systems can also be (usually collect IVR application) based on the caller’s needs or priority.

Click to dial

Click to dial function typically integrate with CRM software and other business applications. When agents wants to make a phone call, without having to manually enter the number on the telephone keypad, simply click dial button or link. Then the dialer will send commands to the phone (“first party” leg A), or transmitted to CTI to complete the dialing process. Click to dial will reduce errors and improve efficiency.

Auto dial

Large-scale marketing and telemarketing business generally need for more automated dialing system. Some business requires only a simple “auto-dialer” to help each idle agent finish outgoing call operation. When the agent hangs up, the system will automatically make another call, and connect it to the agent’s phone. As long as the agent is online, this pattern will continue. Automatic dial is much more efficient than dial manually.

Predictive dialer

Predictive dialer is essentially automatic dialing. Each agent can be carefully monitored and the average processing time prediction agent idle time. Unlike other dialer call transfer between the agents, the dialer can take more calls to agents. When the call is answered, the system will use a variety of methods to determine whether the individual responder or answering machine. In case of answering machine answers, the system will automatically discard or play pre-recorded information, or else it transfer the call to idle agents.

Broadcating

Dialing system can be fully automated. Such a system will dial the phone automatically, deliever a message to responder or answer machine. These systems are usually used for inform (such as a doctor’s appointment reminder, school notice), as well as marketing or political information. asterCC dialing system also supports such as surveys or transfer to agents as callee reqiured.

Digital receptionist

Digital receptionist could enable callers to automatically enter the appropriate call queue. Digital receptionist provides a menu to prompt the caller to choose their services through the phone button.

[/vc_column_text]

IVR

Interactive Voice Response, IVR system prompts the caller’s data items are: Account, prescription refill code or package tracking number. Customers can use this data to find specific information about the caller from remote data sources. In some cases, IVR applications can handle the complete transaction without human intervention. IVR can also transfer data to the ACD system to help guide the proper call system.

CTI/Popup

In order to improve agent productivity, business applications often integrated with telephony systems, caller data is displayed automatically when you call. This is often called “Call popup”. CRM system needs to read data with CTI server.

Call recording

In call center, call recording will often supervise or artificial agent performance or compliance. Call recording system will mixing, storage the recordings and generate an index, so that an administrator or supervisor can locate and review the recordings conveniently. User need to locate a recording by the usual keywords such as callerId, date, time and agent number.

asterCC commercial version is a powerful tool for building call center systems and solutions. It supports call waiting, IVR, outbound dialing, recording, live monitoring and reporting functions. If you want to create an efficient call center, asterCC covers almost everything you need.