VOIP has entered into the market and is a good solution for call centers. It’s very cost effective. I just found a service called SKY-click, developed by ADS-click, providing businesses to have their own call center by using Skype services.
The service uses a web-based platform and an administrator that is easy to use. The way I understand it, all you have is a link in your company website, which a customer / visitor can click on. A pop up box will then appear, asking for basic information such as your name and phone number. If an agent is available, then this is routed to the operator and agents, which they can either call them through Skype or an existing phone number through SkypeOut. A pretty nifty callback tool.
Some of its features are:
- Reporting (Volume of Calls and Patterns)
- Call History
- Availability Management
- Quota Management
- Video, Instant Messaging and Forwarding
This is indeed great news for small to medium companies that don’t have much capital to start their own call center, but would like to, as a supplement for their business. The technology is available, now the next step is to manage it effectively.
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