Turning the Traditional Call Center on its Head
1 Jul, 2007
By: Greg BrashierMore call centers today are moving toward a distributed model rather than the traditional single-site brick-and-mortar operation. The trend is being driven by the cost savings and added flexibility of operations that can be achieved in a distributed model. Call centers planning to go distributed often put most of their efforts into personnel, computer networking and software. But what about the phone system? Call centers that utilize on-site PBX equipment often face a daunting, expensive task of tying together distributed call centers.
A virtual, or hosted, phone system can resolve the issue. With equipment owned and managed by the service provider, the call center can easily link its offices together under a single telephone number. However, not all virtual call centers are created equal. Many do not offer the enterprise-class features that make traditional PBX systems effective. Distributed call centers could still field calls and use virtual agents, but management was limited in real-time monitoring and ACD queue customization. Virtual PBX, the company that originated hosted PBX technology, recently released a major product upgrade that solved these technological shortfalls and gives distributed call centers the same enterprise-class features of a larger more traditional on-site PBX system.
Call centers looking to integrate an enterprise-class hosted PBX should look for three key distinguishing features traditionally found in enterprise on-site PBX systems:
• True customizable ACD queuing
• On-line system management
• Real-time monitoring.
ACD Queues
The most successful call centers route incoming calls using customized ACD queues. Traditional on-site PBXs’ can usually be administered only by a system administer with full administration capabilities.
The best-hosted solutions allow middle-tier managers to customize ACD queues, ranking agents based on skill and allowing middle-tier managers the flexibility to change an agent’s rating or presence within a certain queue. By allowing middle tier management this flexibility, callers will be able to get the help they need, by the right agent, faster.
On-line System Management
Virtual PBX and other high-end hosted solutions provide on-line administration access to managers and agents. Agents use a Web page to log into the system to start a shift, at which time they can select their desired contact number. Agents can then log in and out of the system throughout their shifts.
Traditional on-site PBX systems can be very expensive and temperamental to manage and maintain. If there is a problem with the system, call centers usually are forced to call the vendor for help, and, as the call center grows, adding extensions can mean costly upgrades and more equipment to purchase. Virtual PBX, on the other hand, is fully manageable through the Web. System administers can change music, change phone routing and add extensions with just a few clicks of the mouse. This adds to a contact center’s savings by reducing the number of vendor visits and system administers.
Real-Time Monitoring
Enterprise-class PBX systems provide managers with real-time monitoring capabilities. In a traditional contact center, managers can maintain visual contact with their agents, monitoring their behavior, call duration time and breaks. In a distributed environment, however, managers may be thousands of miles away.
Virtual PBX worked closely with call center managers and now includes real-time monitoring capabilities within its hosted solution. All monitoring can be done online and reports can be conducted in real-time. This means managers can adjust the phone system and personnel to match changing needs. Abandoned calls can be cut down dramatically and call time can be reduced.
Integrating a Hosted System
When considering integrating a hosted solution into your call center, it’s important to realize the technology can integrate within your existing PBX. Many times call centers will use a distributed system for select agents or a select company. Since Virtual PBX and other hosted solutions require no expensive equipment and installation costs, call centers can build as they grow.
A hosted solution’s reliability track record is extremely important. Virtual PBX, for instance, houses its equipment in a hardened co-location facility that is part of the national infrastructure, with multiple sources of internal and external power and massively redundant connectivity. It also includes fault-tolerant redundancy on every part in the system, virtually eliminating system downtime.
The best hosted solutions are those that have survived years in the market and not had any major problems- -- because a call center that can’t take calls is useless.
