To run a successful call center, you are going to need some effective tools. Unfortunately, picking out the right tools for any project can be difficult and time-consuming. Additionally, making the wrong decision in these kinds of situations can lead to lost revenue, drops in productivity, and even customer dissatisfaction. Here are 6 tools that every call center needs to thrive.
Hardware
1) Phone System
Every call center needs phone systems that are cost-effective, easy, and scalable. Centers tend to expand when business is good, and it is imperative to have a phone setup that works for these specific needs. Avaya IP Office is the leading mid-market phone system because of how simple it is to support as well as how cost-effective it is to install, maintain and scale! Here are some of the perks your business can enjoy when employing these systems:
- Voicemail
- Conferencing
- Call waiting
- Call recording
- Battery back-up
- Headsets
2) Data Network
What does the data network at your call center look like? The data network is a key component for all business communication efforts. But because each business has different needs for their communications solution, a customized plan will have to be put in place. Avaya data networking products offer efficient, secure, and frugal data solutions for businesses of every size. Some important items customers can expect:
- Ethernet Switches
- Routers
- Virtual Private Networks
- Wireless
- Access Control
- Network Management
3) Computers
Of course, every call center needs computers to help with data input, research, emailing leads, script generation, and all other call-center initiatives. If the computer meets basic system requirements and can incorporate the needed software, you should be good to go. According to TheBalanceCareers.com, here are some basic requirements for a successful call center computer:
- 1Ghz-2Ghz processor
- Windows operating system (newer is always better)
- 1GB of RAM
- Sound card, speakers
- 15” to 17” monitor
Software
4) TalkDesk
Eliminate the hassle and annoyance of re-routing your customers to multiple call center employees by simplifying their route to the proper agent. TalkDesk can help do just that with its advanced routing and automated workflow technology (Source: TheNextWeb). This software will shorten the time it takes to solve your customer’s problem, and better the experience for everyone involved.
5) Zendesk Talk
Prepare for every type of customer communication you may have with Zendesk Talk. Some customer interactions simply do not require a phone call, but can be resolved with an email, instant message, or even texting. Zendesk Talk gives your call center employees the ability to do just that, all on in one place (Source: TheNextWeb).
6) Vocalcom
Who doesn’t hate being placed on hold for any amount of time? Even if it is just for a few minutes, being on hold can be a very frustrating time for a customer. Make efficient use of both yours and your customers time by employing Vocalcom. This software has a key component known as the “virtual hold” and it allows customers to input their name and number and then hang up. With the system then forwarding this information to the next available call center representative to call the client back, making the best use of everyone’s time (Source: TheNextWeb).
These 6 tools will set any call center ahead of the competition. Enhance your clients’ and employees’ experience with your call center by employing these tools designed to make the job easier and more operative, while also being cost-effective.
