Contact center solution
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A contact center, also known as a customer interaction center, is a central point of an organization that manages all customer contacts through various communication modes from one location. It allows organizations to interact with customers, provide services and support, make sales, and build business relationships. Key components of a contact center include its layout, agent workstations, electrical and networking infrastructure, contact center applications, and communication channels like phone calls, emails, chats, and social media. Setting up an effective contact center requires selecting reliable vendors, evaluating their solutions and services, and ensuring scalability, interoperability, and competitive advantages.
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Contact center solution
- 1. Mithilesh Kumar kumar.mithilesh@gmail.com Part - 1
- 2. A contact centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed Collective handling of multiple communication mode at one location is known as a contact centre.
- 3. To interact with customer To provide services To provide supports To make sales To make business relations To hear customer concerns Ex: Customer Enquiry Company Contact Center Agent answer the enquiry Customer Satisfaction
- 4. Layout/Flow Agent Workstation Size & Accessories Electrical Information Space Maximization Other Call Center Areas Ergonomics Furniture Lifecycle Costs
- 5. Data Network Voice Network Contact Center Applications Client/Server Machines Software Operating Systems/Applications
- 6. LAN Card on Client/Server Machine Layer-2 Switches Layer-3 Routers High speed bandwidth
- 7. PSTN/VoIP connectivity PSTN/IP Audio/Video Telephones Digital/IP-PBX/ VoIP Gateways/ Servers PSTN/ IP based Toll Free number
- 8. Dialer IVR (Interactive Voice Response) ACD (Automatic call distribution) CTI (Computer Telephony Integration) Call Logger Call Center Management Software Reporting
- 9. Agent Computers Application specific Server Machines
- 10. Client Operating System for Agent Server Operating System for Applications Licenses DHCP/DNS/Directory/Mail Servers CRM/Database
- 11. Letter Fax SMS Audio Call Video Call E-Mail Web Chat / IM (Instant Messaging) Social Media
- 12. Data Network Vendor Voice/Data Service Provider Vendor Contact Center suit vendor CRM/Database/Mail/Directory Vendor Client/Server Hardware Vendor
- 13. Features on L2/L3 Switches/Routers Scalability/Performance Vendor Interoperability Services and Supports Competitive Advantage
- 14. PSTN/IP Toll Free Number Bandwidth Speed/Quality Capacity support for PSTN and Bandwidth Public IP Pool Bandwidth Usage Report Call Details Records / Bills
- 15. Thank You
Notas do Editor
- Layout/Flow __ Do you have a floor plan, or do you have an AutoCAD plan of your space? __ Do the aisle widths between workstations comply with OSHA and city codes? __ Is there a good flow to the bathrooms and rest areas? __ Are the supervisors properly positioned and do you have your desired supervisor to agent ratio? __ Do the agents need to see the supervisor? If so, what is the balance between supervisor privacy, noise control and the height of the panels? Agent Workstation Size & Accessories __What tasks are the agents performing; do they need a lot of workspace? __What is the type of business being performed? (Typically, an outbound center has smaller stations and an inbound center has larger stations.) __Is overhead shelving or pedestals needed for storage? __Is a paper management system needed? Electrical Information __Does the space have outlets to utilize? __Will you drop the power in from the ceiling or will it come up from the floor? __What kind of equipment will be at the desk? __How many outlets does each agent need and what kind of power is required in the agent station runs? Space Maximization __How many agents are needed now? Does this figure account for future growth? __Is the furniture reconfigurable should it be needed? Other Call Center Areas __Is a training room needed? If so, would you prefer tables or workstations? __If a reception station is needed, is a straight level or bi-level counter important? __Do the administrative offices need to be reconfigured? __Does your center have the needed amount of copy/print centers? __Have you planned for huddle or conference rooms? __Do the break rooms accommodate current needs? Ergonomics __Have you considered seating? A multi-adjustable chair is a key ergonomic feature. __Do your workstations include adjustable keyboards to help prevent repetitive motion injuries? __Does each station have a footrest to help promote movement and circulation? __Are monitors adjustable to accommodate different viewing angles? __How will you educate your employees on how to properly use/adjust the ergonomic equipment? Furniture Lifecycle Costs __Does your current furniture offer a Lifetime Warranty? (If not be sure to consider this in your purchasing decisions.) __Are the individual panels in the workstations replaceable? __Do you have solid, durable furniture that can withstand the demands of a call center? __Are the connectors that connect panel walls together steel vs. plastic?