Everything You Need to Know in Call Centers

1. Everything You Need to Know in Call Centers

2. A call center is made up of people called "agents" who answer and place calls and the technical infrastructure through which these calls pass.

3. A call center can be internal or external to a company. • Specifically, a call center can be internal and have a dedicated infrastructure within a company (telephones, workstations) for call processing. It can also be external, with calls handled by an organization external to the company. • When we talk about creating a call center for a company, we must define who will answer the company's calls as well as what tools will be used to do so: telecommunications solution, CRM, etc. • There are different types of call centers • Incoming call centers: made up of teams in charge of receiving customer service calls from a company or general assistance by phone. • Outgoing call centers: made up of teams of agents who mainly make calls (prospecting, commercial contact, telemarketing).

4. In practice, for SMBs, most call centers are a combination and handle as many incoming calls as outgoing calls. Customer service agents answer and return customer calls, while sales reps must manage calls to and from potential customers. • The distinction between incoming and outgoing calls is important when selecting a tailored technical solution. • For incoming calls, it is preferable to opt for a solution with efficient call routing; in other words, one that ensures that callers reach the agent best equipped to resolve their question or problem as quickly as possible. An optimal solution should offer an enhanced IVR, custom call queues, and refined call distribution. • On the other hand, making outgoing calls requires above all tools that improve the efficiency of agents and allow them to make more calls, such as call automation.

5. What tools do you need to build a call center? • A telecommunications solution, and more specifically, a call center software is indispensable. • Unlike a classic business phone system solution, call center software provides everything you need to monitor and evaluate agent performance.

6. A successful call center is equipped with the following tools: • IVR and intelligent call routing - Essential for establishing who will answer incoming calls while keeping track of agent activities and availability. • Advanced statistics on agent calls, service level and availability. • Supervision and monitoring of calls, allowing supervisors to listen in on calls and participate directly in conversations. • Features like call automation and click-to-call to simplify and automate phone campaigns. • Call centers also often have a CRM for contact management. The ability to link call center phones to CRM is vital for better productivity. Agents should be able to automatically access contact files, and call logs and other information should be automatically synchronized with these files, centralizing all interactions with a given contact in one place (calls, text messages, chats, emails , etc.).

7. Call centers and A.I. • There is a lot of discussion about artificial intelligence and the human and technological turmoil it could cause in call centers. In fact, advanced optimization applications have been around for several years, improving agent productivity and the customer experience. • Here are two examples of current practical applications:

8. Agent assistance • Using Speech-to-Text technology, conversations are automatically parsed for keywords and put into context, allowing the app to offer agents personalized advice and tailor other responses to assist them. • Quality monitoring • Speech analysis (spectrum analysis) or semantic analysis (with keywords) measures the emotional content of a conversation, identifying indicators that allow supervisors to perform live call quality assessments.

9. What does the future hold for call centers? • From a technical point of view, call center jobs Durban are increasingly efficient: • in call routing, which is more refined, efficient, and better able to take into account the context of a call; • in allowing agents to respond immediately to customer needs. • For example, let's say a Spanish speaker looking for a lawn mower on your landscaping company's website calls his support number. He or she will get in direct contact (without entering the call queue or having to navigate through her voice menu) with an agent who not only speaks Spanish, but is an expert on the product of interest. • It's easier than ever to install a high-performance call centre vacancies Durban within your organization, with access to cost-effective and efficient CRMs, along with the emergence of simpler and more accessible call center cloud solutions. This is why we will see many more teams, even the smallest ones, using high-performance telecommunications solutions to manage their customer service and sales calls internally.

10. About Us • YMS Contact Centre was founded in 2012 and our mission is to be South Africa’s leading contact centre solutions provider, not by size, but by value we provide our clients. Our Empowering your Brand ethos places the brands of our clients and the brands of our staff at the heart of our business operations. • Website - https://www.ymscc.co.za/