Want to open up a call center for an established business? One of the most important steps to take is to ensure that the call center employees have access to all the equipment they need to do their jobs well. Read on to find out about eight key pieces of gear that can be found in any successful call center, whether it focuses on outbound or inbound calls.
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1. Desktop Computers
These days, call centers use advanced technology instead of old-fashioned phones and software to handle calls and customer data. To implement these advanced technologies successfully, every employee needs to have a personal desktop computer to store data and manage operations even if the company plans to use a cloud-based call center software solution.
2. High-Quality Headsets
Traditional phones and receivers aren’t the best options for modern call centers. Headsets for call center employees are designed to keep employees comfortable and provide extra convenience during long hours of attending to customers or marketing services. There are different models available, including both wireless and corded options, but most call center employees prefer dual-ear headsets with noise-canceling technology.
3. Data Handlers
Data handler systems offer a space- and time-efficient solution to storing and organizing relevant customer and employee information. Instead of filling the office with hardware for on-site data storage, call center owners can trust data handlers to store and streamline their data. It can then be retrieved easily by employees using a server access interface.
4. Call Recording Software
There’s a reason all call centers record phone calls. Access to recorded calls gives managers the ability to analyze employee performance and monitor calls in real time to improve call center outcomes. Call recording software can thus be considered an absolute necessity.
5. Voice Over Internet Protocol
Modern call centers use voice over internet protocol (VoIP) communication systems, not traditional phone lines. VoIP allows employees to make calls over the Internet and lets managers listen in or review completed calls using call recording software.
6. Predictive Dialers
Predictive dialers are computer systems that dial multiple numbers at once, reducing call center agents’ workloads and allowing them to manage multiple calls seamlessly. Most predictive dialer software also comes with extra features like call tracking, advanced detection, and cloud storage capabilities. Look for a solution that can be integrated with call recording and data handling software to optimize workflow.
7. Automatic Call Distribution Software
Automatic call distribution (ACD) software systems are designed to streamline the communication process. They answer incoming calls and route them to the correct agents or departments based on pre-established criteria. The software can be integrated with interactive voice response (IVR) and computer telephony integration (CTI) systems and facilitates call monitoring, data acquisition, and department collaboration.
8. Customer Relationship Managers
Customer relationship management (CRM) software makes it easy to organize and manage interactions with customers or leads. It comes in both cloud-based and PC forms, but most call center owners purchase cloud-based CRM software solutions.
Start Planning Today
Now that future call center managers know what they’ll need to get things started, it’s time to investigate specific products. Take the time to perform some due diligence by visiting websites, reading reviews, and speaking with others in the industry about their experiences using specific software or hardware solutions.