For many businesses, particularly larger businesses with few brick and mortar locations but plenty of internet presence, a call center is vital to staying in business. Whether customers want to place an order, get technical support with a product or manage their accounts with your company, they will all eventually have to call a call center.
But setting up a call center is a genuinely difficult thing to do, even with the most advanced modern technologies available. Fortunately, help is available for companies who can afford it in the form of call routing software technology which has gotten cheaper and increasingly more impressive and customizable as the twenty-first century continues.
Call routing software technology is intended to be connected to both telephones (almost always highly specialized telephones with not only headset microphones, but also advanced programming geared specifically towards handling call center workings) and computers so that the call center representative can access any information that may be needed for a customer’s issue.
Technologies known as geo routing systems allow callers to be connected to specific customer service representatives based on the location they are calling from. Additionally, one can schedule where calls go based on the time of day, typically involving who is on duty at the call center and when. This technology is known as call scheduling. These two offer the bare bones basics of a call center’s software technologies.
Other options are of course available. It is more than possible to build and easily update a customized set of automated responses in a set of menus activated by pushing a phone’s buttons. These are known as IVRs and can be programmed to send callers choosing certain options to specific callers, ranging from salespeople to technical support. Naturally, customized voice recorded greetings can be added and changed with incredible ease and can be played anytime during the call flow that you wish to program it to.
Another popular option for call center programming systems is voice mail systems. These systems record the customer’s voice and ideally explain the reason they are calling your call center. From there, the message will be heard by a call center worker and reacted to as quickly as the current workload will allow. In a similar vein, a system known as simul-call allows calls to be sent to more than one phone at the same time and the first person to answer it takes the call.