Call Center technology is the life blood of a Call Center, without it your customer service department is useless, and your business will fail. There is a hell of a lot of technology involved with the day to day processes of call center, and there’s even more technology available to you, and perhaps even being sold to you every single day. But which call center technology is absolutely vital to your business?

Here are some of the best call center technologies your business can’t do without:

1. ACD’s or automatic call distributors/dialers – The most important of all call center systems. Every call center requires a system that automatically deals with and processes incoming calls and outbound calls. ACD’s are the core systems behind a call center, and all other systems and software is designed to compliment these.
2. Call center servicing software/application – This is used to store any data regarding a call or consumer so that they can be easily accessed in future dealings. Every call, email, letter, and fax relating to consumers issues whether received or sent, should be recorded here.
3. A CMS or Campaign Management System – Here you can store data relating to customers contact details etc. Having these on hand within an ordered database allows call center staff to easily access this data when attempting to contact the customer. The higher end CMS’s allow representatives to record how customers responded to any particular campaign.
4. Call recording systems: All sales contact centers and many customer service environments – inbound or outbound – require recording systems to capture all interactions so that they can be replayed if there is a question about an interaction. Some organizations just capture calls; others capture both the call and related screens used to service the customer. The most sophisticated recording systems capture all interaction types, not just calls.
5. IVR’s or Interactive Voice Response Systems – IVR’S automate the process of dealing with customer calls, allowing them to answer questions to interactive software instead of pushing buttons. If your company deals with a large volume of calls per day, or if there are several departments within your organization, it is important that consumers get through to the right person without delay. IVR’s are cost effective, efficient, and convenient for your customers.
6. Quality Management Applications – These are used within inbound call centers to monitor and analyze the performance of individual call center representatives. They are reasonably critical for call center improvement, and they are becoming more and more popular with outbound call centers too.

The above systems and software are used in the majority of call centers who consist of 250 personnel or more. There are several other call center software that can be used, however, these are not as critical to success as the ones laid out above, but they do still have a good affect on the performance of a call center. And they are relatively cost efficient to implement too. Just some of the software includes:

• Customer survey software
• Email response software
• Help desk support
• Call center coaching software
• Speech analytics

Call centers require a lot of technological systems in place to run at an optimum efficiency. Technology is the backbone behind a successful call center, but the agents are the soul. Without the agents none of the technology would be useful.

InSO is a performance based call center operation that deals with a variety of outsourcing activities. Our call center was voted the best performing call center of 2007 due to our cost effective solutions and results based service. For more information on how we can increase the profit and efficiency of your business call now toll free at 626 531 6080 or click here for a free quote.