What is CallCenter & what is the purpose of call center

A call center is used for internal or external companies
Concretely, call centers can be internal, having a dedicated infrastructure within the company (telephones, workstations) for call processing. It can also be external, with calls handled by organizations outside the company.

When we talk about creating a call center for a company, we have to determine who will handle the company's calls as well as what tools they will use to do it: telecom solutions, CRM, etc.

What is the purpose of a call center?

Companies may create call centers for the following reasons:

· Customer support and service
Respond to questions from customers, keeping them informed about order status

· Technical assistance, After Sales Service or CSM
For technical support and follow-up

· Sales
Sales teams need a satisfactory technical solution that will enable them to generate leads through telephone prospecting as well as respond to inbound inquiries.

There are various types of call centers.

1. Inbound or incoming call center: consists of the team responsible for receiving company customer service or general assistance calls via telephone.

2. Outbound or outbound call center: consists of a team of agents who primarily make outbound calls (prospects, sales contacts, telemarketing).

In practice, for SMEs most call centers are hybrid, handling inbound and some outbound calls. Customer service agents answer and return client calls, while sales representatives must manage calls to and from prospects.

The difference between inbound calls and outbound calls is important when choosing a customized technical solution.

For incoming calls, it is better to choose a solution with efficient call routing; in other words, which ensures that callers reach the agent best equipped to handle their question or problem as quickly as possible.

The optimal solution must offer:
a. Automatic answering machine or IVR
b. Personalized call queue,
c. Enhanced call distribution. (ACD, namely automated call distribution, is a software system that can distribute incoming calls to agents who are ready to receive calls.

On the other hand, making outbound calls requires above all tools that increase the efficiency of agents and allow them to make more calls, such as :
a. Predictive dialer system is the automation of outgoing calls simultaneously
or take turns
b. Progressive dialer system
c. Manual dialer system
d. IVR blast system or automatic machine that can convert text into voice for
talk to customers customized by customer name, address or
installment amount etc
e. Robot call – Artificial intelligence is smart software that can communicate between two
direction with customers to increase agent or call center performance.

Specific vocabulary

Like any organization with a technical aspect, call centers have little by little developed their own jargon. Here are some examples:

An agent is someone who takes the call.
Position: the location where the agent processes the call.
Call mixing: Incoming and outgoing calls alternate accordingly
call volume to increase agent productivity
Supervisor: a person who supervises and trains agents with assistance
real-time call monitoring or detailed statistics
about individual performance.

Example

KPIs are designed for call center evaluation

Answer rate, service rate, call abandonment rate… call centers have a variety of key indicators to measure agent performance and overall quality. Supervisors can select the most relevant KPIs depending on the activity, or set goals based on these.

Example of an outbound call KPI (sales campaigns, lead generation, etc.)

· Number of calls made

· Customer feedback groups

· Answer ratio vs total calls made

Example of inbound call KPI (customer service)

· Queue time

· FCR Rate (First Call Resolution) Rate

· NPS Service (Net Promoter Score)

What tools do you need to build a call center?

· Telecommunications solutions – and more specifically,

· Call center software like Artatel – a must.

Unlike classic business phone system solutions, call center software provides everything you need to monitor and evaluate agent performance.

Successful call centers are equipped with the following tools:

· IVR and intelligent call routing: important to determine who will
answer incoming calls while tracking agent activity and availability.

· Advanced statistics on agent calls, service levels and availability.

· Call supervision and monitoring, allowing supervisors to
listen to calls and participate directly in conversations.

· Features like call automation and click to call to simplify and
automate telephone campaigns.

Call centers also generally have a CRM for contact management. The ability to connect call center phones to CRM is critical for better productivity. Agents should automatically be able to access contact files, and call logs and other information should automatically sync with these files, centralizing all interactions with a particular contact in one place (calls, texts, chats, emails, etc.).

Can a small business set up a call center?

Typically, phone system solutions require lengthy setup with complicated “on-site” installation – not to mention expensive maintenance. But today's new 100% cloud (dematerialized) approach has made setup easy and management more user-friendly than ever, eliminating the need for installation so companies of all sizes can have complete control.

Solutions like Artatel provide small teams (minimum 3 people) all the same features of the largest call centers (call monitoring, performance statistics, automatic file retrieval, etc.) at an attractive price. Our package is IDR 800 / contacted call or successful call that is successful or has been picked up by the destination number with a Pay As you Go pattern.

Call center and AI