It’s the dream of any call center: to transform from a capital-sucking cost center that is a necessary evil to a revenue-generating profit center that helps the business grow. While it’s certainly possible to accomplish, it’s a long, multifaceted project that relies on both technology and sound management.
Many of the highest quality and most profit generating call centers have something in common: they work on multimedia voice over IP (VoIP) platforms that allow them to better understand and manage their operations. These VoIP systems, which offer all-in-one packet capture, allow call centers to capture and monitor calls, analyze and extract relevant data, and put that information to use to improve call center quality, thanks to onboard application analysis software.
While many contact centers have solutions that will let them know when they’re in danger of not meeting service levels or key metrics, very few call centers have solutions in place that can help them precisely pinpoint where and when the error began. It becomes a kind of guessing game to find the root cause, which takes valuable time away from managers. Solutions that can help contact centers drill down into their historical performance at short intervals can put them on the path toward improving operations.
Network testing and monitoring solutions provider Fluke Networks offers a detailed video on how VoIP and analytics together can improve call center operations.
Because no two call centers are alike, it’s important that analysis of operations can be customized to a call center’s business. Some of today’s more cutting-edge VoIP platforms have customizable filters that allows a call center to capture just the information it needs that is most relevant to its business and its customers.
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