Registration of base data for argumentation while negotiating with clients, validating agreements and business transactions.Generation of data and analyses for group and individual trainings, allowing performance self-assessment.Generation of data and analysis for assessing Company x Client relationships – with subsequent analysis of the calls.Scheduling of filters to check recordings: location of recordings by date, agent, extension, phone number or client’s registration.Scheduling of internal call recording, with selection of specific extensions and information about date, time, extensions, phone number, client’s name and file name.Fast and efficient recovery of recordings.
Callcenter definition software#
These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres).Ĭall centre technologies include speech recognition software to allow computers to handle first level of customer support, text mining and natural language processing to allow better customer handling, agent training by automatic mining of best practices from past interactions, support automation and many other technologies to improve agent productivity and customer satisfaction. The majority of large companies use contact centres as a means of managing their customer interaction. It is generally a part of company’s customer relationship management. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. The contact centre is a central point from which all customer contacts are managed. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. A contact centre is a location for centralized handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.Ī call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. A call centre or call center is a centralized office used for receiving or transmitting a large volume of requests by telephone.
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