Best Architecture for Call Centers

For High Density Locations

By Jerry Olsen
Updated: September 28, 2011

Best Architecture for Call Centers

When it comes to choosing the appropriate software architecture for your call center, you need to choose a comprehensive system that manages customer information effectively, improves customer service, and enhances productivity within your organization.

With so many different solutions available on the market, the task of finding the best business solution can be challenging. In order to meet the specific needs of your business, we’ve provided a list of features and functions to consider.

1. It’s User Friendly

The system you choose should be user friendly. In other words, you shouldn’t have to hire a professional to do the work for you. There are plenty of systems on the market that allow you to perform important tasks like creating new queues, changing call flows, and creating voicemail messages without any difficulty. You can also save a lot of time and money by performing the majority of the work on your own.

2. It Provides Real-Time Statistics

Real-time statistics provides immediate feedback for your agents and creates a team environment, which in turn takes a lot of pressure away from your management team as well. Your agents can also make informed decisions and provide better customer service, resulting in an overall benefit for all parties involved.

3. It Integrates With Your Existing Systems

Your software solution should integrate well with your existing office systems, providing a higher return on your investment.

4. It Offers Callback Functionality, Interactive Voice Response (IVR), and Intelligent Call Routing

Callback functionality is the biggest key to your success because it allows your customers to call back at their convenience, and not yours.

Since most customers want basic information on the fly—without the help of a customer service agent—an IVR retrieves it from your company database (or CRM system), and presents it to the caller in real time.

Intelligent call routing gives you the ability to prioritize customer calls, matching those calls with your best agents, and creating a more positive customer service experience. Intelligent call routing also increases first call resolution.

5. It Has the Ability to Grow With Your Company

As your call center continues to grow, you’ll need a system architecture that matches your growing needs. As a result, you need to choose a system that supports your company from its “mom and pop” phase to a large enterprise with scalable software.

6. It Has the Able to Monitor the Quality of Your Service

For more effective customer service, management needs the ability to listen to agent conversations. High quality customer service is of the utmost importance, and recording calls is key in this respect.

7. It Provides the Ability to Reinvest in Research and Development

It's important to ensure that contact center software is up-to-date with the latest contact center functionality.

As you discover new ways to use your software, be sure to find with a vendor that consistently reinvests in technology. In the end, you profit and so does your customer.

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