A call centre is synonymous, at least in the framework of this discussion, with Automated Call Distribution or ACD. Many businesses do not understand what a call centre is, surprisingly, and are not sure if they need ACD when setting up their phone systems. The concept of call recording on the other hand is easier to understand . if you ever need to track what might have encountered on a call and need proof of an order, transaction, prescription . then call recording will do the job.
If a business has a receptionist to answer the main lines or uses an automated attendant, ACD comes in handy. Likewise if the receptionist is overwhelmed with incoming calls that need to be sent somewhere, again, ACD comes in handy.
A call centre is any mechanism that allows calls to hold for the next available operator. Simple as that.
Let's use an example here. We will call the company ABC. Our imaginary company has a bilingual sales department where calls can be handled in an equally distributed fashion among eight sales people. Five of these people only speak English, while three are bilingual. Calls are managed by a supervisor generally. He or she is responsible for people in two offices: eight sales staff in Toronto and four in Montreal.
Now, ABC has a high volume of calls. The backed up calls reach the reception desk when they can't be handled by the supervisor. The receptionist, as nice as he or she happens to be, does not speak French. Roughly 20 percent of the office calls are in French, however, and that's presenting some problems. The company owner wants every call handled "live" by the receptionist, but the intrepid man or woman is drowning in the high volume of calls. You can imagine the chaos.
Does this sound like your business?
If so, then maybe you need a call center.
Digitcom sells Avaya and NEC call center products, and we sell multiple brands of call recording solutions.
Give is a call at 416-783-7890 and speak with someone in sales. |
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