Thinking Of Starting A Call Centre! We Can Help You With The Networking Setup in Durban, KwaZulu Natal

Thinking Of Starting A Call Centre! We Can Help You With The Networking Setup in Durban, KwaZulu Natal

The first thing to know when considering what type of equipment is needed for running your call center, is what type of call center you plan to run.

 

BASICS FOR A CALL CENTRE SETUP

 

 CRM SOTWARE

A Customer Relationship Manager, or CRM software, comes in a “cloud” and PC version. Both types organize and manage all the interactions your company has with customers, including phone calls, call reporting and leads.

With the cloud software, the information is stored on a remote server which is great for large or remote teams. The other version is stored locally on a PC, making it better for single users.

With CRM specifically, users can enjoy many benefits such as sending pre-designed emails, doing instant searches, importing from either Excel or another database, using their phone to call and more.

 

HEADSETS

Having nice headsets can have a positive impact on the frustration levels of both the agents and the clients. Nobody likes to struggle hearing someone over the phone. Opt for noise-cancelling headsets, and consider having them cordless if your agents like moving around while talking to clients.

 

COMPUTERS

It’s not necessary to buy the most expensive gaming PC on the market, but you do need computers with proper processing power. There are few things in life as annoying as a slow computer. Not only will it frustrate your agents, but it will also have a bad influence on their productivity. Plus, it will irritate your clients if they struggle to get the help they require.

 

AUTOMATIC DIALER

An automatic dialer is one of the basics of a call centre and will significantly increase the productivity of your agents. They won’t be wasting time between calls. The short transition time will also improve the overall performance of the call centre.

VOICE OVER INTERNET PROTOCOL

As a modern alternative to traditional phone lines, voice over internet protocol (VoIP) is a communication system through which calls are made over the internet with a Wi-Fi connection instead of over the telephone. VoIP can also be used in conjunction with call recording software for better ease and quality of call monitoring.

CLOUD SOLUTIONS

Running a call centre on a cloud solution has numerous benefits. As long as you have a stable and fast internet connection, you have everything you need. There is no installation needed, so there will never be any software issues. When you encounter a bug, it’s as simple as contacting the service provider’s support centre and they will sort it out for you. Agents can log into their accounts from any computer, and all the data is backed up on the cloud.

 

CALL RECORDING

For quality and evaluation, call centers often utilize recording software to allow managers or supervisors to listen to calls and gauge the success of operators and methods. Having recorded calls is a very valuable tool in a call centre. It is especially helpful in disputes, as well as being used in training. There are different options for call recording: Silent listening, sharing a call, and recording the call to be stored. Managers can listen to agents’ call recordings to detect stress, gaps in training, and opportunities for growth.

 

Need a Call Centre ,We can help you with the Set Up! Contact us