If your company needs to set up an outbound call center, here’s a quick checklist of technical things that you should consider & the technical aspects that we can help.
Firstly, your call center is run by a human, so you will need devices to record the user’s time attendance. There are a few solutions for the call center to record attendance.
Here, we recommend a fingerprint reader software, because most of the time, call out performance is measured by numbers of customers called or number of success case.
For time attendance, you can use our time attendance module which is offline, and able to sync data online from your call center, if the internet is available and set to sync.
The conventional telephone uses analog phone lines to provide phone service, each phone line is capable of one channel at one time. That means one person can call out or answer a phone call at a time.
So, to set up a call center, you need to decide how many concurrent calls out channels you need.
However, if you subscribe to VoIP services, you shouldn’t be worrying about our channel as VoIP is running on digital internet, the is no hardware limitation to the channels. It is scale-able, so you can add as many seats or operators to make outgoing calls as you want.
Depend on your call center, if you want to receive phone calls, you need to provide many users to call in, depend on how much-estimated traffic, you decide how many phone lines should be put standby for users to call in. There are two types of IN channels available.
With the VoIP, we can expand without involving any hardware changes, but most of the time, phone cables pulled from telephone companies require you to modify your IP-PBX.
When your agent makes calls to customers, you want to display phone numbers as a Caller ID so that the customers can call back. The ability to modify Caller ID is also a technical concern when you set up a call center.
IP-PBX or server is used to distribute calls to phones. If you are doing an inbound call center, the IP-PBX is important to record all the calls, waiting time, and etc. If you are doing an out bound call center, all the IP-Phones, or softphones will be connected to the IP-PBX and to make calls out. Each calls, in or out are recorded in CDR (Call Detail Records), and the CDR is very important for reporting and analysis purposes.
Softphones are software installed into the PC for calling purposes. Your agent can answer and make calls via the computer. AlienVoIP provides an offline CRM with an integrated softphone inside. By using a softphone, you can eliminate the IP-Phones.
Typical call center prepare each seat a computer for receiving calls and calling out. This computer shall be loaded with the application or web application of CRM to update customer’s information upon calling.
VoIP uses network, there are some key factors you should take into consideration.
A headset is needed because your operators will be entering data, searching for data with their PC while making calls. Call Center Headsets are available for PC or IP-Phones.
No matter running outbound or inbound call centers, customer lists are the most important. You must have the ability to:
With our offline CRM client and call predictive dialer, you are able to assign contacts to operators. Let them update the customers information, share the data, etc.
All calls can be recorded inside the IP-PBX and can be downloaded as voice files to play inside the PC. Depend on the size of your hard-disk, you can download recorded files into your hard-disk for an archive.
While operators making calls, they will need to update and search customer’s information. Therefore you should have a CRM system in place. Currently, we do provide two types of CRM, which are offline and online cloud-based.
Call detail records are stored inside the IP-PBX. You can download the CDR for analysis purposes. You can use Excel for data analysis purposes.
WWe are here to help you with your reporting needs. If any reports that you need are not available, please do let us know to help you add to the system.
In a VoIP call center, data packets run over Internet Protocol, rather than the traditional switch network. Instead of owning, hosting, or operating on the equipment, clients only pay us on monthly basis with a minimum of 6 months subscription. This allows call centers to pay for only the minutes that they use, rather than investing in hardware and facilities, making it a much more affordable solution.
You can process thousands of calls per second and optimize your account for call center traffic by using a separate rate table to suit your company’s budget. AlienVoIP supports high-volume call center traffic to more than 200 countries worldwide such as India, USA, UK, China and Australia.
Calls received from the client will be routed to your registered call center number (Any number of your choice in any country). The client will be directed by an automated attendant- IVR (Interactive Voice Recorder) which they can input their inquiries via a keypad.
Outgoing calls made by your call center will be routed to your client’s mobile or fixed-line. Calls will be charged according to the selected destination calling rates.