Call Center Solution

This section of our technical library presents information and documentation relating to Call Center technology and Best Practices plus software and products. Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.

The following article relates to call center technology or customer service best practices and techniques.

Outsourcing is the use of an outside vendor to handle a project that normally draws on internal resources. Using outside resources allows you to concentrate, cost effectively, on your core competencies.

Return on Investment (ROI) thru outsourcing is realized with the retention, growth and acceleration of business with customers along with the cost savings and productivity.

Call Centers Offer:

• Skilled teleprofessionals
• Improved market coverage
• Faster ramp-up, launch, and roll-out of new campaigns
• Experience with programs similar to yours
• Rapid response to market conditions
• Account management expertise
• Enhanced reporting capabilities
• Market testing capabilities
• Remote call monitoring

Why Use Outsourcing?

Outsourcing can help you better manage relationships between your customers and your company.

Many traditional call centers have now implemented a Customer Relationship Management (CRM) system. A CRM system enables your customers to have a consistent level of customer service across all channels of communications. This encompasses inbound calls, emails, faxing, text chat and web collaboration.

There are a number of factors that may prevent your own company or organization from implementing a CRM system internally. The technology is expensive, your staff may not have the appropriate skill sets, or the timing could be a factor. Therefore, outsourcing to a call center offering a CRM solution is an option worthy of consideration.

The extensive interaction between a customer and the call center agent requires a sophisticated CRM system. A tremendous amount of data is generated, which is captured and then accessed by the user. If a customer sends an email and later contacts a live service agent by phone, the agent has immediate access to the entire customer history, including the email. The technology and functionality of a CRM system enables the call center agent to deliver a high level of service to the customers.

Call center agents require more skills today. Good phone skills are mandatory; In addition, the ability to craft an email response or handle online text chat sessions to the customer's satisfaction is critical. The ability to access the web and handle connectivity and navigation issues are a must with the advent of ecommerce. Call center agents are expected to access the customer's contact information utilizing the applicable scripts and knowledge base to address the questions during a live conversation. These skills are required for call center agents to effectively use a CRM system.

Customer Relationship Management is becoming an integral part of more marketing programs. Outsourcing a CRM strategy should enhance your company's customer service experience. The customer retention rate should increase along with the related revenue.