The quality of software and tools used in running contact centre operations may very well determine its success.
After all, using the right tools and servicing platforms make it possible for BPOs to scale their operations and at the same time, streamline their processes. Above all, It also says a lot about how they deliver services to their client’s customers.
As the contact centre industry continues to flourish, numerous software solutions and innovations came about to complement its operations.
The following are some of the most commonly used programs by contact centres:
1. Telephony
The primary component and the main tool that connects two or more people. It is the technology that defines the word “contact” in contact centres.
2. Automatic Call Distributor (ACD)
If telephony is the primary tool, the ACD is the framework of the operations. This program distributes the calls that come in, to agents, for assistance.
3. Interactive Voice Response (IVR)
Otherwise known as the voice response unit, the IVR, an automated system, enables interaction with a caller by gathering information and then transferring the caller to the right agent or department. Information collection can either be through voice or touch-tone keypad selection, and response can come as a callback, fax, email or other contact methods.
4. Cloud Routing
This technology directs call traffic and is responsible for routing calls to the appropriate agents possessing specific skill sets. It is also known as skills-based routing.
Outsourcing to the Philippines
The Philippines is known as the Call Center Capital of the World. Some nine years ago until today, we had always been the number one choice because of our high proficiency in the English language, near-obsession with the Western culture, and cheap operational and labour costs.
With a lot of call centres in the Philippines to choose from, how do you decide which one is the best extension for your company? The following is a list of traits to consider in helping you make the right choice:
1. They are a perfect match for your business needs
Begin by defining what your business needs are. What is your central principle? How do you intend to reach your audience? How can your audience reach you? Through email, chat, or call, perhaps? Will you need to provide round-the-clock support? Determine the right number of agents you will need to support your operations.
Once you have a clear picture of how you intend to run your business, then you can decide which contact centre would be the right fit for you.
2. They utilise cutting edge technology and advanced software solutions
The company you choose to work with should be abreast with the latest innovations, particularly on security. With cybercrime cases on the rise, go with the contact centre that understands the importance of safeguarding data.
3. They are a long-standing company with an excellent track record
Consider that the contact centre you end up choosing reflects your company’s values and principles.
Before arriving at a decision make sure you look at their accomplishments, their performance, and what other companies have to say about them.
4. They have in-depth training programs and strong support in place
A robust training program brings with its improvement and development. When employees undergo training on a regular basis, their skills are enhanced, and they become effective and efficient workers:
What’s Next?
Select VoiceCom provides high-quality service for both inbound and outbound customer support, technical support or helpdesk, at a price you can afford. You don’t have to be tied down with long-term contracts – we can customise an outsourcing solution that fits your needs.
If you are interested and would like to find out more, contact us today and get your non-obligatory quote.