What is a call centre? Discuss the different categories of call centre technologies that should be considered while establishing a call centre.
A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.
A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration.
Call center technology is constantly evolving, so it can be difficult to keep track of the latest innovations in the market.
Categories are -
Call center technologies: Top 10 buzzwords
1. Automatic call distributor
2. Predictive dialer
3. Issue tracking system
4. Knowledge base
5. Text analytics
6. Session initiation protocol
7. Rich presence
8. Email response management software
9. Computer telephony integration
10. Speech analytics
An automatic call distributor (ACD) manages incoming calls to a call center and routes them to the appropriate party based on pre-established handling instructions. Many ACDs feature skill-based routing technology that routes calls to the appropriate call center agent based on skill set.
A predictive dialer automatically calls a list of telephone numbers in sequence, screening out busy signals, no-answers and answering machines while
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