Call
Center Solutions
Overview
Benefits
of a Call Center
Connecting
your existing Call Center with Internet
Working
of a Call Center
Government
Incentives for Call Centers
Overview
Call centers handle customer service, product enquiry's,
order entry, financial transactions, product/technical
support, pre and post sales support and many more. A
well-staffed call center, with the level of Customer
Relationship Management (CRM) it provides, is paramount
to maintaining and growing the market share in a competitive
market environment.
A
Call Center also gives your customers easy access to
your most competent employees in the shortest time and
allows you to do business around the clock, in any geographical
area. The call center can represent the "Front
Desk" creating a positive impression for each of
the customers.
Benefits
of a Call Center
It allows you :
a
wider customer base to do business .
to reach diverse and widely distributed customer groups
economically.
to fine tune your offerings to specific customer groups.
the customer's easy access to your experts.
to do business round the clock and in any geographical
area.
to avoid the overhead of the traditional hierarchical
and paper based commercial transactions.
to ease the way a customer may get into contact with
your company.
If
you already have an existing call-center, you could
further enhance it by connecting it to the Internet.
Connecting
your existing Call Center with Internet
Businesses with existing call center infrastructure
(i.e., those who have an automatic call distributor
(ACD), IVR, or call management system) can place an
Internet telephony gateway as a front end to the ACD
of a call center switch (as shown in Figure below).
An Internet telephony application gateway acts as a
bridge between the public switched telephone network
(PSTN) and the Internet. Call centers can thus deliver
simultaneous voice and data services to customers and
prospects, all over a single phone line. This protects
existing investments in capital equipment, agent training,
and call management practices.
Building
A Voice-Enabled Internet Call Center
After
the customer clicks on a push-to-talk button, the application
gateway and the client application residing on the customer's
PC is activated. The customer's client digitizes the
standard phone signal, compresses and packetizes it
for routing over the Internet, and sends it to the call
center. The application gateway at the call center converts
the customer's IP-based voice packets into a conventional
circuit-switched transmission. The voice transmission
is then passed to the legacy ACD where it is queued
and routed in the same manner as a conventional phone
call. Both operations can be performed simultaneously,
permitting a two-way, or full duplex, conversation on
one phone line.
