Call Center Phone System Could Save You a Fortune

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A call center is a centralized office system that can receive and transmit a large volume of calls over the telephone. It is set up for a variety of functions including incoming product support or information inquiries from consumers and for outgoing calls for telemarketing, clientele, and debt collection.  Collective handling of letters, faxes, and e-mails at one location is known as a contact centre.  Their functions can be merged into one center.

A call center is usually operated in an extensive open workspace for call center agents whose work stations are equipped with a computer, a telephone set/headset connected to a telecom switch, and supervisor stations. It can be independently operated or networked with additional centers. The voice and data pathways into the center are linked through a set of new technologies called computer telephony integration (CTI).  Call centers have become a popular option to "outsource" many tasks within as well as outside the country.

The various purposes for which you can use a call center are: emergency alerts, insurance marketing, mortgage sales, human resources management, surveys of all kinds, debt collection, political calls, store locator, reminders, fundraisers, retail sales, real estate promotions, health care, financial services, religious group, etc.

Call Center Phone Systems and Software:

Reputable companies will provides you Computer Telephony Integration (CTI) software and phone systems that perform different types of outbound dialing campaigns while also answering inbound phone calls using (IVR) Interactive Voice Response software.   This technology can be used for both commercial applications and for community emergency alert programs. Commercial messages can be sent to call recipients in bulk. Likewise alerts and warnings can be delivered to community members in the event of an emergency.  

During outbound campaigns, if the phone system detects a no answer condition or busy signal, calls can be re-scheduled for a later time.  Using Interactive Voice Response) software, call answering systems can automatically answer incoming calls and allow callers to navigate through menus and prompts to receive helpful information 24 hours a day.  

Analog Phone Systems:

If your call center is small or requires fewer phone lines, an Analog Phone System can meet your call processing requirements. These economical systems are capable of managing virtually any type of inbound and outbound phone campaign.   Automatic phone answering can be done on using IVR software. for both commercial application as well as community notification benefits.

Digital Phone Systems:

For medium to large call centers, digital phone systems capable of automatically answering phone calls while processing automated dialing phone campaigns are available that can simultaneously process hundreds of calls over digital phone lines.

Automatic Dialer Phone Systems:

Automatic dialer phone systems deliver pre-recorded phone messages to hundreds or thousands of call recipients at once. This technology too has both commercial and community applications. Messages can be broadcast to both individuals and answering machines. If the broadcasting system detects a no answer condition or busy signal, the message can be scheduled for delivery at a later time.

Few Things About the Hardware:

Most call center software runs on industry-standard servers. But you will need a switch to connect between the telephone system at large and your internal telephone system, generally known as a PBX (for public branch exchange). While PBXs in the past were only connected to the traditional telephone system, many are now built to connect to an IP-based (Internet) network.  You need to be concerned about interoperability when selecting call center hardware.

If you get your call center technology from your phone company, you may be locked in to using their equipment. While some IP-based telephony systems work with traditional handsets, to get the most out of the new applications using the Session Initiation Protocol running on IP-based phones, you'll need to purchase new phones that may cost you more than $100 a piece.

 What kind of call center phone system you will need depends upon the size and nature of your entity such as:  are you a small, medium, or large size business, government, or a not-for-profit organization.  There are standard to highly advanced systems available.  The cost will also vary depending on what you want the system to do for you.  Many national and international name brand corporations and from local to federal government agencies outsource their call center needs than setting up their own call centers.  

However, outsourcing has also many handicaps such as language, pronunciation, accent, made up names, and lack of quality control.  At the same time there are advantages of cost saving and to be able to provide the services round the clock from any corner of the world.

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