As technology has changed over the past 50 years, so have call center departments in today’s business environments.
Typically, a group of people sharing the load of incoming calls to either purchase goods, obtain product or account information, or to schedule services, call centers are often the backbone of an organization’s customer service.
Acteon Networks LLC offers call center design and consultation services to make sure customer sites are created for the most effective working environment. We review call volume, the number of agents and available trunks and circuits to create a best management practices environment. A well-designed call center model should be focused on handling customers quickly and efficiently with the end result creating new business growth.
Call center staff support sales, collections, telemarketing, service information and scheduling to customers, just to name a few applications. Today’s call centers are often flexible enough to provide fax, email, Web chat and digital texting services.
Call center applications may include statistical data viewing, as well as employee scheduling to provide for peak covering during high volume times, and reduced coverage for low call periods. Call center distribution should allow incoming callers to be efficiently directed to the next available agent, with a minimum of wait time.
Call centers are also taking advantage of new working paradigms, where remote or telecommuting workers can be part of a larger call center, even when they are placed in a different physical location.
Acteon offers call center design and consultation services for both the NEC Call Center WorX platform, as well as the NEC UCB Platform.