Call centers in the United States and around the world handle millions of calls per year. Although customer service in one form or another is the main work in this industry, the types of calls agents vary considerably.

For example, calls regarding telephone service, both wireless and land, is one of the most popular call center.

Technical support for computers or other technological devices can also be found at various call centers around the world. Emergency service dispatchers, or 911 operators, is working in call centers in major metropolitan areas in the United States. Banks and credit card companies are another common and often quite large call center.

Can call a hotline around the Thanksgiving and Christmas and ask for advice on cooking turkey. These calls are routed through a call center, as well as issues of food and cooking. Some hair products have established 800 call center agents to answer specific questions about using these products.

With call centers are staffed with agents trained in the handling of hundreds of different types of calls and situations. Sometimes, however, a call center agent may call.

Inbound Call Centers Services India

A multi-media:

All communication tools for managing agents are integrated into a single multi-media. All communication tools for managing agents are integrated into a single multi-media. This means that from their workplace, through a centralized and professional interface, calls, SMS, voice, e-mail and fax messages can handle. This means that from their workplace, through a centralized and professional interface, calls, SMS, voice, e-mail and fax messages can handle.

Real-time Monitoring:
The Multimedia Call Centers India allows the supervisor at any time the activities of an agent or group of agents can meevolgen and may result in good jobs. This he / she also always able to monitor the progress of the campaign and can therefore be adjusted as the situation demands.

Example:
When an agent false information to the customer, the supervisor immediately intervene and its back on the right path to.

Standard Reports:
A supervisor can always get reports that a picture of the productivity of an agent, a group of agents or the evolution of each campaign. Such reports give an overview of eg the number of successful calls per agent, the number of callers waiting in the queue per agent, the service level and the status of the agents.

Statistics:
The Multimedia Call Centers India statistics can always retrieve all call center activities. These statistics can proactively respond and timely adjustments where necessary.

Auto Dialing:
Auto Dialing apply for outgoing calls and means that once an agent has a call beeïdigd, the system calling itself the following contact and switch to the release agent. The only thing the agent have to do is record the horn and call. This functionality is obviously the result that agents are obliged to work. Moreover, they also do not research more and the time is maximized.

Predictive Dialing:
Predictive Dialing is also true for outgoing calls and the system means that the people who should be contacted, even calling and calculated statistical moments. This means for the agents that they need to learn good and efficient, but should be concise and informative during their calls.

Routing Criteria:
When incoming calls can configure the routes according to certain criteria:
1. The capacities of the agents:
One can for example ensure that an experienced agent should answer more calls than an inexperienced agent. In addition, we also eg customers with questions about a specific topic be forwarded to those agents who have a great knowledge on this subject.

2. According to dates and time:
It can when that group agents which campaign will work. A certain group eg half the week with a telemarketing operation works, so only outgoing calls, while another group only receive calls. And in the second half, the roles of the two groups simply changed.

3. According to certain limits:
One can eg the number of receiving calls per agent per day at 30.

These routing criteria can work easily and fairly distributed and there are no overloaded employees or employees who unnoticed too little performance. In addition, we also know what each group of agents working campaign.

Separate log-on:
For each activity within the contact center is another log on. For each agent has the advantage that it only needs to concentrate on the activity which he has logged. When an agent has logged on to a telemarketing campaign is his job just to make calls. Then, the Multimedia Call Center to ensure that he does not receive incoming calls and can fully concentrate on that campaign that he has logged.

ACD functions:

ACD Stands for automatic call distribution and means that the routing of incoming or outgoing calls can be configured completely. More specifically for a contact center is here to “intra-departmental switching: callers who are in a row and are waiting, be automatically connected to the next agent release. While callers are waiting, can music or specific messages eg new products or promotions heard.

In addition, it also routes incoming calls according to some routing criteria:

1.The capabilities of each agent.
2.According to data and time
3.According to certain limits

More about the routing criteria can be found in the following point about the increasing productivity of the agents.

Multi-media:

All communication tools for managing agents are integrated into single multi-media. This means that from their workplace, through a centralized and professional interface, calls, SMS, voice, e-mail and fax messages can handle.