Every call center is unique in how it handles calls for a business. Some are dedicated call centers that handle the same thing for one company (e.g. cable providers, banks, etc.). These call centers more than likely use the same process start to finish on every call they handle. Then there are shared call centers that handle a wide range of services for multiple clients (e.g. law offices, HVAC, ministries, catalog services, etc.). In this case, the call center team has to be able to understand how to handle a wide variety of call types for different companies.
While it’s possible for a call center to handle various call types with the same system as its competitors, it’s not really the most effective or efficient way to do things. To truly get the most out of your call handling services, the call center should use a proprietary system and call center software that meets its specific needs.
The Advantages of a Proprietary System
An effective proprietary system starts with a good scripting tool. The scripting tool enables the call center’s programmers to present prompts to the telephone representatives on what is needed from the caller and how to respond to caller questions. Additionally, everything the customer asked the company to do in the past is right in front of the representative during the call (message form, helpdesk, dispatching protocol).
Next, the system should have a call recording platform that lets the management team to easily monitor for quality of service (QOS). The call center should also be able to set security standards on who is able to listen to what call and on which account. Finally, things like reporting tools provide the team with data metrics needed for QOS, customer service inquiries, billing and staffing requirements.
What an Effective Proprietary System Looks Like
One example of a trusted name in call center communications systems is Amtelco. What makes Amtelco’s platform unique — and the reason many call centers have been doing business with them for decades — is that the company provides tools so the call center only needs one vendor. The call center doesn’t have to handle calls in one system, bill out in a different one and then use a different tool for QOS. Amtelco provides all the tools necessary for the entire call center business to be successful. Plus, everything is customized by needs and the call center receives specialized 24/7/365 support.
How Clients Benefit from a Proprietary System
With a proprietary system, a call center can easily customize the customer account based on what they need. Want a text for a certain scenario but an email for another? Easy! Need all calls from a particular person transferred to you directly? Done. A proprietary system allows for complete customization for anything, from only allowing answers during certain time frames to not receiving calls from a certain number. The possibilities are endless!
In the end, the automation and scripting tools in a proprietary system allows you to think of a telephones representative as a co-worker in the next room, instead of just “the answering service.”