DSC Tech Library
This section of our technical library presents information and documentation relating to Call Center technology and Best Practices plus software and products.
Since the Company's inception in 1978, DSC has specialized in the development of communications software and systems. Beginning with our CRM and call center applications, DSC has developed computer telephony integration software and PC based phone systems. These products have been developed to run on a wide variety of telecom computer systems and environments.
The following article relates to call center technology or customer service best practices and techniques.
Benefits of Inbound Call Center Outsourcing
From Inbound Call Center Services
is the use of an outside vendor to handle a project that normally
draws on internal resources. Using outside resources allows you
to concentrate, cost effectively, on your core competencies.
sales and profits
Reduced costs per sale
Maximum phone productivity
Increased number of appointments
Increased customer base
Increased lead generation
Return on Investment (ROI) thru outsourcing is realized
with the retention, growth and acceleration of business with customers
along with the cost savings and productivity.
Call Centers Offer:
Improved market coverage
Faster ramp-up, launch, and roll-out of new campaigns
Experience with programs similar to yours
Rapid response to market conditions
Account management expertise
Enhanced reporting capabilities
Market testing capabilities
Remote call monitoring
Why Use Outsourcing?
Outsourcing can help you better manage relationships between your
customers and your company.
Many traditional call centers have now implemented
a Customer Relationship Management (CRM) system. A CRM system enables
your customers to have a consistent level of customer service across
all channels of communications. This encompasses inbound calls,
emails, faxing, text chat and web collaboration.
There are a number of factors that may prevent your
own company or organization from implementing a CRM system internally.
The technology is expensive, your staff may not have the appropriate
skill sets, or the timing could be a factor. Therefore, outsourcing
to a call center offering a CRM solution is an option worthy of
The extensive interaction between a customer and
the call center agent requires a sophisticated CRM system. A tremendous
amount of data is generated, which is captured and then accessed
by the user. If a customer sends an email and later contacts a live
service agent by phone, the agent has immediate access to the entire
customer history, including the email. The technology and functionality
of a CRM system enables the call center agent to deliver a high
level of service to the customers.
Call center agents require more skills today. Good
phone skills are mandatory; In addition, the ability to craft an
email response or handle online text chat sessions to the customer's
satisfaction is critical. The ability to access the web and handle
connectivity and navigation issues are a must with the advent of
ecommerce. Call center agents are expected to access the customer's
contact information utilizing the applicable scripts and knowledge
base to address the questions during a live conversation. These
skills are required for call center agents to effectively use a
Customer Relationship Management is becoming an
integral part of more marketing programs. Outsourcing a CRM strategy
should enhance your company's customer service experience. The customer
retention rate should increase along with the related revenue.