Call center reporting software and monitoring tools are essential in order to guarantee a certain level of service and quality regarding customer care. Monitoring tools allow contact center supervisors to monitor in real time key performance indicators such as conversion rates, contacts in queue, abandon rates, handling times, etc. All this information can also be stored in the business database which is essential to store useful historical data.
Call center scripting solutions allow for the use of contact handling scripts by call center agents. These scripts can provide agents with strategies, counterarguments and standardized texts in order to make the handling process as easy and effective as possible. These texts can be either static and fix, or flexible and organic, depending on the natural flow of the call.
Call center software is a series of applications and management tools that allow for the automation, monitoring and quality control of call center operations. Most of this software can be divided in two different categories: CTI (Computer Telephony Integration) and CRM (Customer Relationship Management).
Contact center recording tools allow for the capturing and storing of activities produced by the contact center, whether they are audio recordings or an agent‘s daily activity log on a computer (Screen Recording). These recordings are useful for quality control, agent activity logging or for legal purposes. Contact center recording should allow logging of the contact handling regardless of the channel used.
Contact center software is a series of applications and management tools that allow for the automation, monitoring and quality control of contact center operations. It differs from call center software in that it also allows for channels other than voice, such as e-mail, SMS, Chat, Instant Messaging or Social Media.
A hosted call center platform is deployed on the provider’s premises or a third party’s hosted site instead of the client’s premises. Call centers can be set up so all the equipment except for the agent terminals are on the hosted platform, or alternatively maintaining certain machines on the premises, which is known as hybrid architecture.
An Inbound Contact Center is a business area responsible for managing inbound contacts using multiple communication channels including voice, e-mail, SMS, chat, social media, etc. The platform management involves a management team, formed by platform supervisors, administrators and a number of contact center agents, who can be specialized for certain tasks.
Intelligent Routing (IR) for contact centers allows for the designing of contact management strategies which are capable of performing certain actions before the contact is handled by the agent. The use of intelligent call center routing solutions offers two main advantages: saving agent working time and improving first contact resolution rates.
Multichannel call blending is a feature of certain contact center platforms that allows a single agent to seamlessly handle contacts from more than one service of any of the channels managed by the contact center. Multichannel blending offers multiple performance advantages to contact centers.
An Outbound call center is a specific call center platform mainly focused on outbound calling. Current outbound calling technology allows for the automation of many of these activities, including dialing, answering machine / no answer detection, and call routing to agents only once there is a customer on the other side of the line.
A PBX (Private Branch Exchange) is a telephone switch owned by a private company or institution. The PBX is in charge of managing call and voice communication. The most common features include an Automatic Call Distributor (ACD), in charge of call routing and distribution, and basic Interactive Voice Response (IVR) functionalities. Other advanced features can include automated outbound dialing (autodialing) protocols (predictive, progressive, etc.), call forwarding and blocking, night service, voice mail, etc.
A predictive dialer is an electronic device that allows for automated outbound dialing to a list of numbers, connecting answered calls with the calling person. The main advantage of predictive dialer over other automated dialers is that it is able to calculate (predict) the probability of a call being answered and according to this value, make the right number of calls to optimize the balance between low agent idle time and low abandonment rate.
Using a predictive dialer system with an aggressive configuration may lead to a very low agent idle time but also cause a high number of answered calls for which there will be no available agent, resulting on a high abandonment rate. Non-aggressive configurations will work in a similar way than power or progressive dialers, producing low to none abandonment rate but higher idle times.