How to Increase Call Center Productivity & Efficiency

PBX Call Center Software

call centerThe goal of any call center is to handle the maximum call volume as efficiently as possible. This means answering and resolving all calls favorably and quickly. While this may have been more difficult in the past, PBX call center software makes this possible for call centers across the globe today.

Call Center Productivity Tools

By enabling call center agents with the right tools, you can ensure maximum efficiency and productivity. Modern call center software allows agents to:

  • Solve caller problems more quickly – The primary purpose of call center agents, problem solving can be done more quickly with the right software. Call center applications like gloCOM enable agents to find a solution without hanging up or putting the caller on hold. Whether this means using instant messaging with coworkers or supervisors, instantly conferencing in another party, or transferring the caller to an available agent, the call will be brought to resolution more quickly.
  • Route calls more efficiently – Sometimes it just is not possible to resolve a call in one step, so the next best option is to get the caller to the right person as quickly and painlessly as possible. A good call center app will show the real-time status of other agents and support instant drag-and-drop transfers to whoever is available. Some PBX solutions will also offer skills based routing and more advanced queue options.
  • Stay more motivated – Agent burnout is a real problem in many call centers, so it is worth it to keep agents happy and motivated. Software like PBXware Call Center PBX can show real-time stats on a wallboard to encourage friendly competition and inspire agents to work more quickly. And a complementing app like gloCOM allows for monitored breaks that will keep agents energetic and happy. Supervisors can see which agents are inactive too often and take action accordingly.

More Productivity Means More Profit

The three ideas above are a starting point to making your call center more productive and, in turn, more profitable. The best part is that most PBX call center solutions will be scalable and allow you to keep up with the growth that is sure to follow.

To learn more about call center software solutions, check out our Call Center PBX page or contact us today.

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3 Benefits of Hosted VoIP for Call Centers

call centerWe have discussed the benefits of hosted VoIP before, but today we want to focus specifically on the benefits of the cloud for Call Centers.

1. Scalability

While an on-premise call center solution is mostly static, a cloud solution can be scaled up or down fluidly. Growth is just a phone call away and necessitates neither a large investment nor new equipment. In the same way, a hosted call center solution can be scaled back down for slower seasons.

2. Affordability

As with most VoIP solutions, hosted call center software is much more affordable than its on-premise counterpart. Start with the up-front investment (or lack thereof) and continuing to monthly payments and maintenance or upgrade costs. Cloud call center solutions are much more budget-friendly for SMBs.

3. Accessibility

Call Center software can be daunting and confusing, especially with a high volume of calls. But cloud solutions take most responsibilities off the shoulders of the contact center. The service provider, and hopefully a dedicated account manager, take care of everything so that the contact center is free to focus on calls.

Above all, these three benefits give SMBs the chance to compete against enterprises and large organizations.

To learn more about cloud call center telephony, visit our website: www.bicomsystems.com/products/call-center-pbx

Or read more about the benefits of hosted call center solution from VoIP-News

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PBXware Now Used in Prisons

Bicom Systems is pleased to announce its business relationship with Wateen Telecom in Pakistan to begin serving prisons.

Wateen Telecom, a converged communications service provider, aims to bring Pakistan into the 21st century and digital revolution.

This case began with a challenge in January of 2014: Wateen needed to supply a telephony system to the inmates of the Punjab Prison System in Pakistan. While similar to a call shop, this situation was unique and had some special requirements and obstacles.

Read about the solution that used PBXware and custom work in our Wateen Case Study.

wateen

Paying Too Much for Call Center Software that Doesn’t Even Give You Results?

call center software

Support and maintenance cost you an arm and a leg. Your call center software operates like something straight out of The Flintstones. You’re itching to handle more calls and grow, but old software is holding you back. Worst of all, you’re losing calls and customers for a lack of ‘cool new features’.

We’ve heard the story over and over again… It’s time for a change! Forget the Flintstones – let’s become Jetsons!

Bicom Systems helps call centers update their software and take the first steps toward higher call volumes and growth. We cut the support and maintenance costs so you can focus your budget on what really matters – powerful and feature-rich software that opens the door to unlimited growth. With a variety of hosted and rented options, there is no need for large up-front investments or mortgages. Growth doesn’t have to be expensive anymore!

The best part? Fun and cool features. From Call Detail Records to Customizable Queues to IVR, your new features make it possible to efficiently handle a much higher volume of calls. gloCOM, the most advanced softphone on the market, brings the latest in Unified Communications to desktop and mobile devices. gloCOM will give your angets all of the tools they need for effective call handling, including click-to-call, instant messaging, drag-and-drop conferencing, call records, file and screen share, faxing, voicemail, and more!

What are you waiting for? Leave Bedrock behind and give us a call today!

Custom Work: Prison Telephony

prison telephonyWhile prisons and jails aren’t the first thing to come to mind when discussing Unified Communications, they do require a telephony solution similar to other companies or call centers.

After being approached about providing a prison telephony solution, we further tweaked our call shop custom solution to provide a custom workaround for the prison.

This solution utilizes vouchers that are created ahead of time with different denominations to be sold to prisoners for telephone calls.

Learn more from Wateen Telecom.