[fdo] Kevin D. Romney Different Types Of Call Centers

[rob at defendmyname.com]

 Kevin D. Romney Different Types Of Call Centers

Let us face the fact that as much as many people are not familiar with the basic idea of what a call center is, how much more with the call center technology. Several questions are being thrown in most of the call center forums online about the things related to call center and most of those are about the call center technology. 
 For everybody’s information, a certain call center since it catered to customer service, technical operations, and much more, have been sustained by a gamut of telecommunications and computer technologies. The call center technology is comprised of automatic call distribution (ACD), interactive voice response (IVR), computer telephony integration (CTI), and customer relationship management (CRM). These various types of call center technology are being employed in call centers for a better output. 
 Kevin D Romney Technology:

The call center technology called automatic call distribution or ACD in particular is inline with telephony and it is accordingly a device that delivers incoming calls from the customers to a particular throng of terminals. Furthermore, most of ACDs as part of the call center technology are seldom found in call center companies who tackle so much of incoming phone calls and wherein a particular caller has no peculiar need to keep in touch with a certain person. However, in this kind of a call center technology, a particular caller despite of having no need to talk to a certain person can talk to a random person who has the opportunity to talk to him at a most reasonable time. It is also considered that the task of handling incoming calls is carried by the ACD system. As a call center technology, the ACD system is comprised of hardware for the terminals and phone lines, and software for the routing tactics. The routing tactics in this kind of call center technology is a rule based set of discipline that demands the ACD how calls are taken and mange inside the system. 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: http://lists.freedesktop.org/archives/freedesktop/attachments/20090512/c2ef136a/attachment.htm