Archive for November, 2006

Uses of Call Center Software

Call center software: Here are a few “musts” when  selecting call center software :-

1. Predictive dialer software: A predictive dialer is used in outbound call center applications, and can be implemented in either hardware or software, but software is cheaper. A predictive dialer is used to automatically call numbers stored in the call center database; identify disconnected numbers, busy signals, unanswered calls and answering machines.

2. Interactive Voice Response (IVR) software: IVR software is used in inbound call center applications, and allows you to setup an interactive set of pre-recorded menu options that a caller can select from, thus alleviating the need for live representatives to handle all incoming calls.

3. Automatic call distribution software: Automatic call center distribution software allows callers who are in a call queue to be routed to a representative efficiently. Such calls can be forwarded to the next available live person or to the most appropriate representative depending on the type and level of call as determined by the caller’s IVR menu choices selected.

4. Flexible database backend: A good database is a must for any call center software system, and this is not the place to skimp. You should be able to sort the contact list by any field to maximize efficiency. The call center database should also allow one to easily import, export, and convert data between different database format from leading vendors as well.

5. Flexible reporting options: Good call center reporting software allows you to view and print call center performance metrics based on customizable date ranges, by call center agent, by service level or any other parameter. Good reporting software can make a call center manager’s job much easier.


What is Call Center ?

A call center is a central place or network of places where customer and other telephone calls are handled by an enterprise. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward those to someone qualified to handle them, and to log Calls.

A call centre is often operated through an extensive open workspace, with work stations that include a computer, a Telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).

Call centers are not what they used to be. Innovations in technology have turned yesterday’s call centers into today’s contact centers.

Call centers are usually used to cut costs to the company. Many different forms of call center software are available and they all have something unique about them. Inbound call centers are used by companies to handle calls coming in, and outbound call centers are used by companies as a way to reach potential customers.

Call Centers are used by mail-order catalog organizations, telemarketing companies Computer product helps desks, and any large enterprise that uses the telephone to sell or service products and services.

Call centers provide a variety of services to organizations and customers, for example, handling orders, complaints, providing technical support to customers, the use of call centers is increasing as businesses diversify and their products and services become more complex.

Call centers India is the one of the call center in India that provides, The one stop shop for call center needs. For telemarketing needs B2B or B2C. Want us to identify and evaluate suppliers for your company.

Call Centers

A call center or call centre is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.

Call centers and contact centers have evolved to become the front line for customer interaction in many types of organizations. As such, they have a critical importance in the implementation of organizational strategy. Call centers have application in many industries offering customer service, as they can provide customers a single access point to diverse services. Many organizations use call centers to solicit clients or customers for new sales or donations and contributions. They can also be used to accomplish surveys of customer satisfaction or public opinion. Call centers can be divided into groups: those that focus on outgoing calling; those that focus on incoming calls, such as customer information and help areas; and those that are established to accomplish multiple tasks.

Posted by: Sales & Marketing Team
Call Centers India Inc.



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November 2006
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