CURRENT TECHNOLOGY ASSESSMENT IN A CALL CENTER BUSINESS
A call center business is a centralized business that used for the purpose of receiving and transmitting huge number of requests through telephone. This kind of industry is operated by a company to administer incoming product support information and inquiries from the clients through out the globe. In addition to that, call center is a business where there is a large volume of collective handling letters, faxes, live chat and e-mails with the wide range of clients. Furthermore, a call center industry is often operated through a wide spread open work space for call center agents who have designated work stations that include a computer unit for each agent, a telephone set or headset connected to a telecom switch. As well as more supervisor stations which also keep monitoring the daily performance of all call center agents on the floor. A call center can be solely operated or networked with other centers which more often linked to a corporate computer network. The main technology resources of this kind of business are microcomputers and LANs. Aside from that, the distribution of voice and data pathways are all set by the principles of a current technology system called Computer Technology Integration or CTI. With the intervention of globalization, there are many businesses nowadays that are using call centers to interact more effectively and efficiently with their large volume of clients through out the world. The call center services are used for utility companies, mail order catalogue retailers, customer support for computer hardware and software. There are some businesses that even service internal functions through call centers such as help desks, retail financial support and sales support. This is a customer interaction center business that aims to provide excellent customer service to all its clients.
(http://en.wikipedia.org/wiki/Call_centre)
In this connection, call center technology requires more innovations and improvements like any other industries. This business should always adapt new ideas and practices among its employees in order to meet the large demand in the international market. And, some of these current technologies include speech recognition software; this allows computer to handle first class customer support, text mining and natural language processing in order to have a better customer handling. More than anything else, the agents should have the excellent trainings and seminars on how to deal properly with the different kinds of customers in the call center industry. Equally important is the support automation and other new improved technologies to improve call center agents’ performance and productivity to achieve customer satisfaction. Specifically, call centers are based on premise-based technology; PBX equipment which is owned and hosted by the call center operator provides functions such as automatic call distribution, interactive voice response and skills based routing; as well as the creation of the software as a service technology pattern of the business. On the other hand, the virtual call center has emerged in the industry as the product of the Software service technology. The virtual call center has been developed to allow people to work from home instead of in the traditional offices. This is especially designed for the people who have physical disabilities that stop then from leaving the house to work. Besides, there is one more software service called Cloud Computing for call centers that provides application programming interfaces (APIs) on the call center cloud computing platform that allows call center to function as to integrate with cloud based customer service relationship management in the sales force. Computer Telephony Integration (CTI) provides developers with an access to basic telephone controls and sophistications on the call handling application. Relatively, the configuration of Application Programming Interface provides programmatic control in the administrative functions of the call center environment; this is usually operated by a human administrator through a Graphical User Interface or (GUI).
(http://www.tbicentral.com/itobpo.aspx)
Moreover, the calls of the clients are categorized as inbound calls which primarily want to obtain information about the products and services; as well as to report malfunction or ask for any assistance from the call center agent. In the contrary, the outbound calls are made by the call center agents to the clients; this is to do telemarketing or collection purposes; and to promote the company’s products and services. Typically, call center employees are usually organized through a mufti-level support system for more well organized call handlings. The first level consists of operators, they are the one who answer calls and provide essential information to the clients. Just in case, the caller needs further assistance, the call will be elevated to the call center supervisors. The third level is composed of support group such as engineers or developers and highly skilled technical support staff. (http://www.tbicentral.com/itobpo.aspx)
References:
(http://en.wikipedia.org/wiki/Call_centre)
(http://www.tbicentral.com/itobpo.aspx)
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