What tools should I consider for a new call centre? Suggest the essentials that are necessarily required for a Call Center to have.
Essential? How about operators who speak the target language clearly and fluently?
Thanks for the reply, and yes professional team is crucial for any startup. I'm more interested in software solutions to help them increase efficiency and improve organization at the call center.
I'm a bit related to the topic and had some previous experience with call centers. I used to work with Voiptime automated phone dialing solution for cold calling. Three things come to mind when I think about proper tools for a new call center: best software, good evaluation procedure, and good call scripts.
Below I've listed must have solutions to run call center campaigns:
For Inbound Call centers:
Automatic Call Distributor
Interactive Voice Response
Computer Telephony Integration
For Outbound call centers:
Avatar Predictive dialer
Hope this helps!
Here is a break down of the best approach to setting up the software (and required hardware) environment for your new Call Center:
I realise that many of the above points focus somewhat on the infrastructure and human resources. They are just as important as your physcial equipment and software licensing.
I hope this helps!
PS: I set up Call Centers in the past, turnkey. That means, I did everything: Started with an empty office and ended with a fully operational center (Insurance & Medical call centers)
If you are thinking of setting up an outbound cold calling centre then i sincely wish a horrible death on everyone involved. 10 cold calls a day made my life so disrupted that in the end i had to give up my land line. Cold callers are the scum of hhe earth. How do you sleep at night?
@JamesCherrill. I wish I had kept the photos a buddy sent me of such a center in the most populous democratic country in the world (It's not USA.)
They were giving a tour and they pointed out their biggest productivity booster to him. It was an industrial ceiling fan. No air conditioning. A true sweat shop. Yes, it was a sort of Hell on Earth.
If it is a incoming call centre (as opposed to one of those abusive ones mentioned above) then make sure it has support (i.e. internet chat) capability for those of us who are hearing impaired. This is especially important if your operators have an accent thick enough to cut with a knife.
And if it is one of those abusive ones then die with festering boils.
i second the point about internet chat. As an ex-pat I often deal with (inbound!) call centers in a language thst is not my native language. I find that much easier in text than in voice. Where we are dealing with a problem I also find it invaluable to have a hard cooy if exacttly who said what.