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Call centre
Whether you are planning a call centre for the first time or feel that your existing arrangement is a little tired, there is a huge amount of information available to ‘help’ you decide what to do next.
Interpretations of a call centre can range from the simple hunt group to a full blown web-enabled contact centre with CRM and CTI software solutions. Where does yours fit in and what do you want to achieve?
Please consider the following:
- Do you have DDI? If so how will a single number call centre fit in?
- Do you intend to have multiple mini call centres or one with multiple skill sets?
- Do you have many sites across the country/globe?
- How many agents will you have to employ?
- Have you mapped processes to understand where gaps and transaction delays occur?
- Is local knowledge important?
- Are regional accents or language important?
- Do you have sufficient WAN infrastructure to support a centralised service?
- Are your IT/telecoms systems integrated or do you have many different platforms?
- Do you have a centralised, unified directory
- What level of technological support is required?
- Do you need caller details to pop before the agent answers?
- Do you need to integrate the call centre with an e-mail response service?
- Do callers need to access the contact centre via your web-site?
- How much will it cost?
- Is it what your customers want? Does it fit in with your CRM strategy
The list goes on. If you would like assistance in scaling, budgeting and implementing the project, Spink Telecom Consultants has experience in call centre installations of all sizes.
Call us now on 01737 242400 for an informal discussion or to arrange a meeting
