How to Integrate Call Centers

Integration of call centers helps agents have up-to-date information at all times.

Call centers are very popular for customer service centers in many types of businesses. Many organizations are integrating call centers in order to offer better services to customers. When call centers are integrated, all centers located throughout the world are merged together. This allows customer service agents and managers in all locations to communicate in real time whenever needed. To integrate call centers, companies must have two or more call centers in place.

Instructions

1. Purchase customer relationship management software (CRM). The first step to integrating call centers is having a software package that allows this. CRM is strictly devoted to customers (basically the same focus of call centers) and allows changes made in one location to occur simultaneously in all locations, as long as CRM software is installed in all locations.

2. Install the correct hardware. In order for call centers to be integrated, most companies hire a business that focuses on this activity. This business installs all of the appropriate hardware needed for these operations, which is typically is 56k modems, microphones and speakers. For call centers to be integrated, all call centers must have Internet services.

3. Perform any updates as needed. When call centers are integrated, all applications required to integrate these centers must be installed and updated as needed. All computers and phone systems must be up-to-date and all modems must be high-speed.

4. Teach workers how to operate the system. When new software is installed, customer service agents must be taught how to use it properly. A policies and procedures manual should be created and available to all employees for this purpose as well. When fully integrated, this system allows representatives at all locations to communicate easily with each other. It also keeps information in real time, so that when one agent records information regarding a customer, all computers are updated automatically. This allows all customer service agents and managers to have current information at all times.

References

• Promero: Five Essentials of the Integrated Call Center
• FTS: Integrated Call Center Solutions
• Vendor Seek: Call Center Outsourcing: Customer Service Vendors Integrate CRM Data with Success
• Future Technologies Consulting Group, Inc.: Internet Integrated Call Center