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How businesses can use call centre solutions

Call centres can now be adopted by SME’s and corporates alike. Call centres were once the reserve of the very biggest multi-national businesses who could afford the expansive offices filled with...

Call centres can now be adopted by SME’s and corporates alike. Call centres were once the reserve of the very biggest multi-national businesses who could afford the expansive offices filled with thousands of phone lines and agents, this is no longer the case. With new VoIP technologies such as Hosted Lync and Horizon - as well as other Contact Centre applications like ContactWorld - small businesses can run effective call centre solutions without having to invest in extra office space or additional phone lines - as a result businesses can minimise their costs and still deliver excellent customer service. 

Call Centre Applications allow you to manage your incoming and outgoing calls in a way that ensures effective communication and time management. A call centre solution can make answering calls, placing orders, taking payments and dealing with customers much more efficient, ensuring calls are transferred to the correct department person first time. This provides a greater level of customer service and increases customer satisfaction as a result.

Call Recording:

For customer service, evaluation, audit and compliance purposes, call recording is an invaluable feature.

Hosted services such as Lync and Horizon use VoIP (Voice over Internet Protocol) technology allowing you to run voice traffic over your data connection - this offers high quality telephony that can be used from an office computer. Since VoIP uses your data connection your call & line costs can subsequently be dramatically reduced.

Horizon now comes pre-packaged for call centre use, it can be set up to run as a call centre with minimal effort and provide all the call management applications outlined above such as auto attendant, call recording /monitoring and Automatic Call Distribution among others.

Can my business benefit from a call centre solution?

Almost any business can benefit from adopting a call centre solution - whether it’s designed to provide a more efficient way to answer customer queries and solve problems or to better inform potential customers by always having staff available to answer callsArticle Search, a web based call centre can also provide the infrastructure your business needs for adopting marketing strategies and increasing the number of outgoing calls your business is able to make.

Source: Free Articles from ArticlesFactory.com

ABOUT THE AUTHOR


Innes Fresco has no end of experience in writing all about call centre telephony for the likes of http://www.callhandling.co.uk and other very similar businesses.



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