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Doorsanchar has expertise in the following fields:
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Contact centres can be used for a number of reasons
depending on the type of business involved. For example, if the
business is a financial institution, they would handle calls for
questions on account setups, problems with accounts, etc. Or, if the
business is large software company, the contact centre would handle
calls for troubleshooting, setup assistance, renewals of subscriptions,
etc. Many companies have in house call centres but because it is not
their core business, their costs are higher.
Learn what components are involved, ie. voice gateways, routers, IP
phones, software, hardware, maintenance costs, reliability,
scalability, land lease etc.
The infrastructure required depends upon if you are setting up a voice
based call center or just a backend operation for your client. For e.g.
if you are processing the payroll for your client in the U.S. chances
are you really don't need an IPLC line from your facility to your
client in the US. However, if you are answering the inbound calls from
US then you require an IPLC line.
Few important components of setting up call centers are
- IPLC (International private leased circuit) line
- Dialer
- CTI (Computer Telephony Integration) - This is the system used for
the Screen pop ups as soon as the call is transferred to an agent. The
pop up gives the details of the caller, information required & the
product details as required by the caller. The info on the pop up
screen can vary depending on the settings made. It is optional for a
call center.
- ACD (Automatic call distribution) - the calls are automatically
transferred to the agents who are idle. This may be skill based
distribution or general transfer of calls. It is the must for a call
center.
- IVR (Interactive Voice Response) - this enables customers calling a
contact center to use voice commands to retrieve the information they
require without ever speaking to an agent. This basically helps to
reduce the man power cost.
- Voice logger - This logs the conversation of all agents which can be used to check the quality of all agents.
- MUX - Used to connect the IPLC at both the ends. Nowadays most of
the call centres are migrating to IP network, hence usage of the MUXs
are minimal and routers are needed to connect the IPLC on both ends of
the link.
- Call Centre Management Software - Software to manage the calls & reporting
- LAN Cabling - This is also referred as backbone.
Email us for information on customized call centre solutions.
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