Imagine you walked into your business and found all the chairs facing towards the windows. Taking in the sun can really boost a person’s mood. And so can a cheerful voice on the phone. If your small business has a call center, I suggest you add a quality business phone system to your call center team mix. It’s like adding sunshine to your business. Here are some considerations and steps for creating an optimal call center solution for your small business.
Use the Right Technology
Whether your call center is used for customer service, technical support, sales, or dispatch, VoIP telephony can make a big difference. You will need PBX system phones and either IP or Cloud technology. The PBX phones, such as ones made by Avaya, have business phone service features necessary to running a good call center.
IP (internet protocol) or Cloud technology makes your phone system more efficient, more feature rich, and clearer than traditional phone lines. If your office already has existing phone lines, you can add in an updated system. IP and Cloud installations are easy in comparison to installing a traditional phone system.
Assess Your Call Center Needs
It is important to determine how many phone lines you will need (one for each agent on shift). You can use an online Erlang calculator to figure out, based on call volumes and length, how many agents will need to work at the same time.
Identify Features
The next step is to find a business communications plan that offers the features your call center will need. Following is a list of features you should have.
1. Call Queuing and Distribution
Quality systems have the ability to route calls to the best agent, eliminating the need to reroute calls. This feature lets callers know you value their time and want to address their needs in a timely manner.
2. Call Monitoring
Managers as well as training employees can listen in on calls. This valuable tool can help agents handle tricky calls or improve the quality of call service. In case of an irate or demanding caller, a manager can help guide the agent through the call or jump in to ameliorate the situation.
3. Reliability
Your phone system needs to work smoothly whenever you need it to. A quality IP or Cloud system is reliable, flexible, and clear. It’s great news that a quality phone system can also be lower cost than traditional business communications systems.
4. Software Integration
Most call centers use tracking or CRM software to improve customer relations. A Cloud system allows you to integrate business software into your communications system for seamless use.
5. Metrics and Reporting
Knowing call volume, call lengths, and agent resolution methods can help you plan scheduling, improve service, and optimize your phone system. This valuable tool, when utilized, gives you an accurate view of your call center business.
These call center features, along with other standard features, can help your business stand out. Remember that the most important part of a call center is the friendly, knowledgeable voice on the phone. Contact Beacon Telecom for more information.
