A call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.
A call center is operated by a company to administer incoming product support or information inquiries from consumers.
Outgoing calls for telemarketing, clientele, product services, and debt collection are also made.
In addition to a call center, collective handling of letters, faxes, live chat,
and emails at one location is known as a contact center.
A call center is often operated through an extensive open workspace for call center agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations.
It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputers
and LANs. Increasingly, the voice and data pathways into the center are linked
through a set of new technologies called computer telephony integration (CTI).
Do-Not-Call List Support
Support for breaks generation and configuration
Support for integration of external application (CRM, forms)
Support for forms design
Support for generation of scripts by campaign and by queues
Storage of attention script
Support for retries in outgoing campaigns
Support for reports exporting to spreadsheets, PDF, and CSV
Web-based agent console
Customs forms according to the service
Different script to read for agent according to the queue
Support for call transfer from console
Ability to place a call on hold
Support for ingoing and outgoing campaigns
Support for call schedule in outgoing campaigns
Support for call schedule assigned to the same agent
Support for call back log-in, Which doesn’t require the agent to keep the handset off hook Execution of multiple simultaneous campaigns
Monitoring of agent assigned to a call
Support for call recording by queues
Support for configuration of short call threshold
Maximum wait configuration of a dialed call
Support for activation/deactivation of prediction
Automatic calling from a list of numbers
Asynchronous events assignment
Ability to make VoIP Vlans for call center agents and internal employees extensions
Support for calling privileges per agent/extension
Ability to determine daily quota for every agent/extension for dial out calls
Accurate Expectation for the telecom bill
Support for remote call center agents and remote extensions
Flash operator panel 2 for easier supervision and management of the call center