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We own a retailing company in a developing economy,recently opened a new call center to manage sales & support. And will need the services of a very reliable and experienced management company to remotely help manage the entire structure for a fee.
We know very little about management of the call center, so, welcome reliable suggestions. From staff recruitment to training, to software and hardware to be used, to daily monitoring of the activities and efficiency of the personnel, all could and would be remotedly managed by an experienced company such as yours.
We intend to have:
ACD - intelligently route inbound calls
CTI - display caller information on agents' screens automatically
Predictive Dialer - dials batches of phone numbers for connection to agents
Auto Dialer - dials batches of phone numbers to automatically deliver messages
Call Recording - record and archive calls
Reporting and Tracking - track call center statistics
Workforce Management - manage call vo...
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