Page 3 - 3CX OctNov 2015

November/December 2015
3CX Drilldown 3
Keeping Your Evangelists

Happy: Raising Productivity

In The Call Center

T
he call center, in most cases, is the fuel ALLERY
that drives business operations.
You might disagree, you might even say
sales are what fuels business operations, this
by Bianca Allery,
is without a doubt correct yet simultaneously Marketing Manager, 3CX
wrong. Sales might bring in revenue and
revenue is why a business is in business in the the marketing e orts, and by extension,
rst place. Beyond the obvious reasons however how e ective the sales reps are. Please don’t
there’s a whole lot more that takes place in the misunderstand, marketing and sales are To better explain, a company’s success
brings us back to the fact that call centers are
background that are just as essential as sales.
extremely important and blatantly essential is more o en than not attributed to solid in fact the fuel that drives a business forward;
Most companies live with the conception that but, like all aspects of a business, they are not communication, a combined e ort between the whether it’s support or customer service,
sales are directly correlated with how e ective
independent.
sales and marketing department. is of course
the call center is the most integral part of an
organisation. It’s where all the magic happens,
the customer representatives on the other
end of the line are what can be referred to as
company evangelists, they are the company
ambassadors so to speak. How the agents
handle the calls has a direct e ect on how
successful a business will be.
Why?
e answer is extremely simple; customers
expect to be treated with an unprecedented
level of respect and enthusiasm by agents in
an organisation’s call center. Customers don’t
want to feel like they’re just another number,
they want to feel valued as individuals, and,
more importantly as customers. e issue here
however is not just an agent’s phone manner
but also the technology they have at their
disposal.
e right technological advancements in the
call center environment can be the di erence
between a good call representative and a
great one. Call centers are generally extremely
strenuous, with employees having to undertake
a considerable amount of stress as they jump
from call to call. Call center employees need
tools that are fast, responsive and e ective in
order to increase productivity, performance
and e ciency.
In fact the right so ware is not just bene cial
for the call center employee but also the center’s
administrator allowing him/her better control
over the entire PBX and furthermore, highly
detailed and intelligent monitoring tools.
Advanced PBX so ware, especially 3CX Phone
System Pro Edition, is designed with the call
center in mind. A one stop solution that covers
all aspects of the call center environment. 3CX
o ers a host of valuable call center features such
as callback, automatic caller ID & retrieval of
customer back records, call monitoring, real-
time call & queue statistics and even wait time
alerts.
Another extremely important feature that is
necessary for successful call center operation
is the ability to integrate with an organisation’s
existing CRM. 3CX Phone System Pro
Edition integrates with most major CRMs
and will automatically pull data stored in an
organization’s CRM. For example, 3CX will
display the caller’s name, this might sound
like an unimportant feature, however when an
agent greets the caller with their name it makes
the caller feel valued as a customer as opposed
to being just a number. In addition 3CX will
automatically pull up the caller’s account so
agent’s can see previous notes on the caller in
question and make further notes.
Having such a feature-rich piece of
technology at the core of your call center
operations is essential when you aim to ensure
solid, smooth business operations. Making
sure your call center has the necessary tools
for agents to deliver an outstanding level of
support is without a doubt, the most important
thing you can do. ■