Call Center popular also in SME sector 13.07.2009
When calling small and medium polish companies one may more often come across efficient telephone clients’ service departments. Companies have found interest in implementing costless Call Center systems which are available in hosted versions provided by internet telephony Telcos.
Currently even smallest companies create Call Center departments and provide clients service via telephone on highest level, what makes them practically indistinguishable from large corporations which employ extended Call Center cells for many years. Almost every entity working on commercial bases knows that customer or counterparties service via telephone is a major challenge which always affects company’s image. That is the reason for Call Center departments started to appear in SME sector as well, what until now was unprecedented – due to considerable and hard to sustain, for small entities, costs of launching the investment.
Dedicated for SME companies Call Center systems in leased version have recently appeared in offers of polish VoIP telephony providers. – Small companies find it difficult to devote at one time at least several thousand PLN into professional switchboard, which will enable to create Call Center. That is why we offered them a possibility to use hosted service with preferential monthly fee. What is more, Call Center system configurations, as well as all further adjustments are extremely simple and prosecuted via user’s panel, which is available via WWW web page. Significant advantage of such a solution is that all maintenance activities are included in service provider duties - says Jan Wyrwiński, FreecoNet SA CEO.
Call Center in hosted version offers the company many interesting possibilities which efficiently improve telephone customers service system functioning. Voice messages may either be uploaded directly to Call Center system or created with the speech synthesis software that generates voice messages from text typed from computers keyboard. While waiting for the connection with consultant, the callers are constantly informed about the progress and their actual position in queue. There are several consultant choice algorithms available, there is a possibility to define particular consultants: internal are available via land line numbers in office or at home, external e.g. via mobile phones. Additionally there may be consultants statuses defined (active/inactive) and their roles (when basic consultant is unavailable, the connection is redirected to auxiliary consultant).
