Call centers
have become a quintessential part of businesses these days. In today’s highly
competitive world, it is hard to imagine a company that offers product/services
to survive without good call center
services. One of the biggest requirements of the call center industry
has always remained the network and call center software it utilizes. The
quality of call and the consistency of connection directly depend on the
networking solutions employed by an organization. Amongst the many networking
platforms available in the market, Cisco is the most suited platform for any
call center process.
Clear Advantages of Outsourcing to Cisco Based Call Centers
Cisco offers
the most robust and efficient platform for running a call center operation. 5
clear advantages of Cisco based
call center platforms and equipment are listed below:
1. Quality VoIP phones – Cisco supplies the most appropriate phones
for call center operations, so much so, that Cisco phones have become
synonymous with call center phones. All the options that you would ever need
like mute and hold functions are available on the phone at intuitive locations.
Cisco phones are used in almost all call
center operations and agents are most familiar with these phones and hence,
using anything else apart from Cisco can be a major inconvenience.
2. Virtualization of process – Cisco call center software can be used for
virtualizing CTI (Computer Telephony Integration), contact
center routing along with reporting. It is easy to integrate Cisco
solutions into interactive voice response (IVR) systems and automatic call
distribution (ACD).
3. Classifies agents and allows for resource monitoring – By
employing Cisco software, you are able to manage agent data more effectively.
It is possible to classify agents based on different parameters. This data can
be used by TLs and managers to allocate calls to the most suitable agents.
Also, it becomes possible to monitor resource usage with Cisco software.
4. Easy to manage customer profiles – Customer-specific data is very
important to understand customer preferences and manage customer profiles.
Cisco platform makes the task of storing and sorting customer profile data
simple.
5. Scalable solutions – Cisco call center solutions
are employed by some of the biggest players in the market because Cisco systems
are completely scalable. They can match up to any requirements and help a
business gear up for the future needs.
Other Key Points before Outsourcing
Although
employing the services of a Cisco
based call center is a good decision, you should also seek other
qualities in your call center. Some key points you should consider before call center
outsourcing are:
1. Cost advantage – To maximize cost advantage, you should outsource to a company
that is located in a country that has an inferior currency value than yours.
Outsourcing to developing countries like India can help you cut the cost of
your call center operation by up to 2 to 5 times.
Scalability – At any time, you may want to expand your base
of operation according to the increasing requirements of your business.
Outsourcing to a competent vendor provides you the option to scale your
workforce exactly as per your need. Also, you do not have to worry about hiring
or training agents, as all the work is taken care of by the call center
outsourcing company.
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