Business Phone Systems for Call Centers

Posted by seobusniess on September 4th, 2014

Call centers are there in plenty, which are the primary choice of businesses, banks, telecom companies etc to handle large volume customer calls. There are both in-bound and out-bound call centers. The in-bound call centers mostly handle customer calls seeking support of to answer to the customer queries related to different services. All the businesses need to support of call centers as contact points for both sales and services. Outbound call centers mostly deal with sales and marketing calls for business development and lead generation.

Customized call centers offers the business with the advantage of centralization with which the business can be run much. Both employees and the customers get benefited out of this with the process being managed and coordinated from a common point. The life vein of any call center is an efficient phone system. There are different varieties of call center phone system nowadays to serve to different purposes. Software-based call center solutions are available in plenty and such products are proven to be highly efficient in enhancing the productivity and quality of call centers.

Some of the major call center telephone systems are as follows;

• ACD (Automated Call Distribution) – ACD phone system is commonly used in inbound call center where the callers in queue are automatically routed to the available agent without delay. This cuts down the delay in getting connected to the right agent, which in turn makes the customer satisfied. There are different customized options also in the ACD system to be set according to the priorities.

• Voice over IP (VoIP) systems - Voice over IP phone system is an innovative call center solution in international call centers. Voice over IP is an internet-based telephony system, which reduces the call costs of overseas calls drastically. Instead of using the telephone lines, this system uses internet and calls to another country can be done just at a cost of a local call, which can reduce the operational costs of the call centers to a large extent.

• Call Monitoring and Recording – Maintaining quality is an essential aspect in any sort of business phone system. The professional call centers maintain a sophisticated quality monitoring and auditing mechanism through which the efficacy of the agents as well as the quality of the process is kept tracked. There are different software applications used for call recording and there are also different tools for call auditing purpose.

The new-generation call centers have many more calling solutions like conferencing call systems, interactive voice response (IVR) system, remote agent call routing (RACR), blended call processing (BCP) and more advanced features.

Phone Guys offer phone system sales, installation, and service for call center phone system and business phone system.