The premise of your call center has confirmed their own mode, for example, is a business process outsourcing BPO , or the self-built call center, determine what is behind the good after.
The size of the company to confirm their form , to distinguish the size: 20 seats or less for a small call center, 20 Zhi 100 seats for medium-sized call centers, 100 Zhi 800 seats for large call centers, 800 seats or more for very large call center.
Small Call Center: For small call centers, they use one machine ways, is a machine to solve all access, routing, IVR , ACD -related businesses and functions, recording, reporting, customer management, business operations and so on. From the perspective of a layered architecture, the control layer and application layer may be implemented on one machine.
Medium and large call center: For 20 is to 800 medium-sized and large call center agents in the call center, i.e., one machine can be used manner, two servers or multiple servers embodiment may also be implemented. The exchange of control implemented on a server, a server is responsible comes CTI and data storage, or a server as opposed prepare hot standby system. If more than business, the business model is complex, you may add some service, such as a system server, Web server, a report server, audio server corresponding service servers separate process, all servers are connected using the IP bearer network for data transmission, and interaction. From the perspective of a layered architecture, the control layer and application layer may be implemented on one machine, may be respectively implemented on different servers.
Large call centers: for 800 or more seats large call center, call control and business needs completely separated, the IPCC control server is only responsible for establishing the call connection, monitoring, and removal of all other functions of call center systems and business functions in more than Taiwan implement the business system. For example: is responsible for completing IVR implementation and set up using IVR server, responsible for the completion and implementation of a queue settings using ACD server, service implementation and completion of seats set using CTI server, responsible for completing the application software using server business to achieve, in addition to data storage servers, audio servers, report servers, transaction servers.
In addition to hardware facilities, staff also need to focus on the next build:
Confirm their key positions ① job skills, and as a recruitment requirements for the interviewer to assess. Please note that this job skills refers to the minimum skills required for the job, such as operate a computer, Putonghua and so on. It requires a general seats would require such extreme several languages and is clearly inappropriate.
Confirm their call center business type, and then determine the appropriate workflow. For example, it is the inbound service, order service, technical support type, outbound type, operating room type (such as the need ××× third party, such as 10000 ). After these determinations, it is recommended to select the type of call center KPIs . Meanwhile, the KPI to " reverse " process definition.
Confirm their support for all kinds of key positions ② responsibilities. As well as a number of other job responsibilities, such as logistics and the like.
① key positions: refers to work directly with the end user (caller), it is the general lectures seats, in charge.
② key support positions: refers to those jobs to support key positions, such as the Call Center related systems technology, administrators and so on.