The basic call center starts approximately 10 workplaces. First, everything becomes intuitively, and without special software. Then, up to 50 operators automation is necessary only in a number of bottlenecks, all the rest is solved, besides, by forces of the head or shift supervisor. Here when the number of operators is more than 50, it becomes sophisticated. Software or even several software decisions which entirely cover infrastructure of the contact center is necessary to solve a set of problems. See further information here.
The call center is a superstructure over automatic telephone exchange and implies a change of work of logic of automatic telephone exchange under call center logic, namely: there is a concept of the group of operators or skill of the operator — merging of operators in the logical group on which the challenge is distributed. For business, it means that all main functionality allowing to turn an employee group with corporate phones is added to the full-fledged call center.
Data on clients are stored in one or several ABS (the automated bank system), most often apply CRM for this purpose. In case of receipt of a call to call center on the screen of the operator the client’s card from CRM opens. The operator sees information what can only be necessary — the last card transactions, the current balance, products which can be offered because the client took the credit. In online stores last goods, plus recommendations about the connected purchases are visible. An operating system and IT literacy if it is support of the provider. Consolidation of data very much saves time and increases efficiency.
The most difficult is to integrate CRM and business process management system with call center under the current business processes. Therefore integrators which finish a file very much and many are necessary.
In parallel, as a rule, the analytics becomes. It can be implemented as within the call-center, and separately, at the level of all BI systems of the customer. This single system means lack of need for manual collection and handling of technological data from various subsystems (management of calls, the systems of record, accounting of personnel or workplaces of the operator).