Call-center technology:Among the traditional technologies that are engaged in a call center are: the telephone infrastructure (switch, mobile, Voice over IP, tiaras or headbands), data infrastructure (computers, databases, CRM), the automatic call distributor inbound (ACD), an interactive voice response (IVR), call recorder (which often also records the screens of the agents), and if the call-center output is a marker or dialer, assisted automatic progressive or predictive.The artificial intelligence has led to new technologies also recently adopted such as: speech recognition, speech synthesis, and a human hybrid known as assisted voice recognition.The convergence of services such as voice, data and video over the same digital network requires the use of prioritization technologies, such as QoS and documentation packages, known as Packet Shaping, which guarantee the availability of critical services, not times can run too high.
What is Call Center?
Whenever there is talk of a Call Center, we refer to Call care centers, companies that have a number of people who are dedicated to take calls or make calls or even both tasks, the end of these calls can be for various purposes such as customer service departments, health complaints, technical assistance and support, departments that make surveys, telemarketing companies, etc.These people who make calls or take calls are the Call Center Agents.For these companies in particular is very important to know the quality data and the number of calls made or served, the reason is very simple, the main business of these companies are focused on making and receiving calls which control information that refers to calls is vital to assess the business and profit from these companies.This information is valued data calls and agents, number of calls received, number dialed, call duration, average time, response time, agent availability, etc. With this information you can know if it is performing well or not work and what are the critical points if any.
The sale and the vendor:Sale as any activity has undergone a profound process of transformation. The concept that the seller is a simple driver of the goods or services sold, and ceased to be valid.
The seller has become a professional must be prepared to resolve customer issues, linking closely with the market your business.You need to specify two aspects previously in relation to the subject is developing, "What is selling?" and "What skills should put together a professional salesperson?"1.Se can say that "the sale is a process that allows the seller of goods or services to identify, encourage and satisfy customer requirements with mutual benefit and on an ongoing basis."2.A professional seller, according to the authors who are specialists and experts, must meet basic conditions including the following distinctive qualities:■ must study continually to improve its efficiency.■ Training must respond to a consistent workout plan and organized.■ admit that hard work is the fundamental support of their business.■ Assign real value to their services.■ Maintain the integrity, independence and dignity.■ Comply with a code of ethics established and accepted.■ permanently aspire to the perfection of his work
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