If necessary, call-center operator may connect the caller directly to the employee of the customer. As is the case with an incoming call when the project work associated with the outgoing direction of the call-center operator on the monitor screen displays a list of questions with possible answers or a field for entering information of the respondent. The head of a call-center platform has not less assistance. In fact, he helps supervise the execution of orders. After receiving a command from the supervisor, the system begins to produce jobs and distribute calls to certain operators in a call-center in accordance with earlier generated script. One of the most important features of the software for call-centers is to perform routine work on the formation of the required reports automatically.
Report on the call-center needed for internal use and to provide results directly to the customer. Moreover, depending on the functionality of the system is able to provide certain services to the client call-center. We should also dwell on the rather acute problem related to the quality of its customer base call-center. As a rule, commonly referred to as such, the base database for outgoing calls. By sutiklientskaya base call-center is an array of data consisting of company name, industry, phone numbers, contact persons and other attributes. Accordingly, when using the services outsourced call-center customer in some cases independently providing information for of the project, or a base generates a call-center itself on certain parameters.
Due to the accumulated information call-center can generate a better sample in the processing of which may already be predict a certain percentage of a positive result. Such an opportunity provides a clear advantage for call-center and the customer. And it gives answers to frequently asked customer questions about the effectiveness ongoing project. Moreover, the outsourced call-center can be more flexible not only in pricing but also the very principle of pricing their services. For certain orders of the outsourced call-center can go on the principle of receive a certain percentage of the sale, rather than the actual time of payment of call-center operators. Efficient automation of call-center outsourcing is one of the main methods of ensuring high quality work and service. In drawing up the plans for the introduction and use of specialized software solutions for call-center is worth remembering that the most important thing is to achieve a high quality service. Therefore, the basic rate should be on the implementation of specialized solutions for the call-center management processes of service delivery. Such a system together with the accumulated information, it can become a major competitive advantage in the market of outsourcing call-centers.