Outbound and Inbound Call Center Solutions
Call Centers can take advantage of newer infrastructure and
telecommunication application technologies to enhance the service and
productively levels of their call center staff.
Inbound Call Center Technologies
Inbound customer service or order-taking call centers benefit from
having Automatic Call Distributors (ACDs) to route
calls to a specific queue or group of agents based on business rules and
caller-input criteria. Computer Telephony Integration
(CTI) technology integrates the ACD with the call agent's
Customer Relationship Management (CRM) application
through on-screen pop-ups or by locating and opening the caller's data
in the agent's CRM application. If the
CTI can also integrate with the CRM application and find the
caller's data, then more advanced call routing can be performed based on
criteria like the caller's account balance or membership level.
The requirements of newer virtual call centers have forced vendors to
innovate their technologies even more over recent years.
Interactive Voice Response (IVR) solutions have
become increasingly sophisticated as a result of speech recognition
technology improvements. Now, not only can callers be prompted to
speak their selections or information instead of entering it on the key
pad, callers can speak their reason for calling, record their address or
other recognizing information, and potentially handle their entire call
without speaking to a live person. This greatly reduces the costs
of service calls and allows for full 24x7 support coverage on some
services without the expense of staff around the clock.
Outbound Call Center Technologies
Outbound telemarketing or inside sales centers benefit from having
Predictive Dialers, which will dial down a list of
phone numbers and only connect the agent if someone picks up the phone.
Consolidation of Customer Communication Channels
Newer Unified Communications Platforms are adding
additional elements to the call center's focus. Web page
monitoring tools, chat, email and text technologies are providing new
and innovative channels for companies to service and interact with their
customers. These technologies typically reduce the cost of
customer service/customer support interactions.
Other technologies such as Call Quality Monitoring and Call
Scripting tools and increasingly sophisticated Campaign and CRM
applications can greatly impact the operations and effectiveness of any
How JCS Can Help
There are increasing numbers of telecommunication vendors and
technologies which promise enormous benefits to call centers. JCS
can help organizations develop their call center strategy, evaluate,
select and implement the most appropriate suite of tools.
Whether your goals is to increase customer satisfaction, lower call
wait times, increase call conversions or virtualize your call center
staff, JCS can help you in your endeavors. We are firm believers
that technology by itself rarely delivers the optimal business benefits.
Technologies deliver best impact when integrated into optimized
processes and people are well trained.
JCS has 20 years of experience in a wide range of CRM people, process
and technology projects. Check out our additional services in our