| Setting up a successful contact center should be | | | | voice menu (IVR) and connects the call to the |
| based on three main elements which play the key of | | | | appropriate CSR according to a set of parameters |
| success in any contact center business: | | | | (e.g priority of skills or longest available time) . It can |
| 1- Man Power: The right people are the essential key | | | | also distribute calls equally to agents. ACDs are the |
| in any successful business especially in the contact | | | | heart of call centers, or contact centers, which are |
| center. There is a list of skills that should be in the | | | | widely used in the telephone sales and service |
| contact center staff based on his/her role within the | | | | departments of all organizations. |
| contact center. For example, the customer service | | | | Computer-telephony integration ( CTI ) - is a |
| representative or the agent within the contact center | | | | computerized systems which combines the callers |
| should be Self-motivated, work in a dynamic, | | | | data with voice systems in order to enhance |
| multi-tasking environment, responsible of handling all | | | | telephone services by retrieving the caller database |
| inquiries related to customers as a receiver and caller, | | | | and get it displays at the appropriate CSR's screen |
| as well as assisting customers in addressing their | | | | when the call gets routed to him by ACD (Automatic |
| issues to the concern departments and approach | | | | calls distribution) |
| effective solutions via phones, email, and faxes, | | | | Interactive voice response ( IVR ) is a computerized |
| provide superior services to internal and external | | | | system that allows a person, typically a telephone |
| customers. | | | | caller, to select an option from a voice menu and |
| 2- Technologies: No one can claim running a contact | | | | otherwise interface with a computer system. |
| center without having at least the essential technical | | | | Generally the system plays pre-recorded voice |
| requirements for a contact center solution , there are | | | | prompts to which the person presses a number on a |
| some essential technical requirements in any contact | | | | telephone keypad to select the option chosen, or |
| center such as : | | | | speaks simple answers such as "yes", "no", or |
| Automatic calls distribution ( ACD ) - A computerized | | | | numbers in answer to the voice prompts. |
| phone system that responds to the caller with a | | | | |