The traditional call center is fast approaching extinction. A new generation of call center software and communication technology is sparking rapid changes in the industry and the creation of a new model is more flexible and cheaper.
The traditional model
The basic call center has practically been a few changes since the invention of the telephone . It was essentially a large room with many mobile phones and agents in them. Decades ago , each site of a large company must have its own staff of agents. How long haul low cost and reliable has been consolidated companies their phone center renin central operations. It was cost effective and easy to manage.
However, it was also inflexible. Agents had to rigid working hours, and the work was surprisingly strenuous. Staffing and salaries were subject to fluctuations of the local labor market , and it was difficult , more than minimal information on call traffic or dropped calls . Long hold times and multiple transmission Were the rule , frustrating , agents and customers alike.
New Technology
Occurred a rapid development of technology, as the Internet went from a slightly used research tool with limited access to a ubiquitous communications network that reaches into every household and business . As phone lines have been upgraded to carry data, not only voice, suddenly had decisions about companies, how they use their funds . No longer was it necessary to have a central phone center .
A new generation of call center software was developed , in part inspired by the ease of digital monitoring of these phone calls, and the growing power of desktop computers . It was easy to every aspect of the operation to observe an entire international company of individual agent performance the Gesamtverkehrsmusterfür . The phone centers itself was more distributed , while the information more and more centralized .
The Modern Call Center
Communication technology and call center software has revolutionized the basic customer service or technical support operation. Companies can easily integrate multiple centers in a seamless whole . Also, individual home-based agents can be as simple as agents that are located in traditional settings in the network. The flexibility allows companies to create cost-effective centers , and a growing dependence from home means lower costs has no more than commit organizations as much office space.
Call center software keeps this diverse network of agents manageable by centralizing information . Managers to monitor agent performance , queue lengths , call times , transfers and countless other statistics . The modern service network functions much more efficiently than before, and long holds customers to be in the search, increasingly rare. Customers are happier. Agents are less stressed . Managers are better able to quantify their contribution to the organization. It was a true revolution in the industry, helping both employers and clients .
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