Below is a list of potential benefits from IP-based call center software solutions.

1: Modular Interconnectivity

With IP-based call center software, a call center’s operations can be tied into a company’s other IP-based operations. This means that the call center’s dialer can communicate and share information with a CRM, phone system, email, web, chat, sales, and many other  systems.  Through the proper implementation of an information gateway, the new call center software can communicate directly with a central server or multiple data servers.

For example: For an inbound call center providing technical support, the agents can enter in a customer’s information and an unresolved issue. This information is shared with a central database. A development department’s software has access to this central database and looks at all of the unresolved issues. If it finds an unresolved issue with a high occurrence, the software sends the issue to the developers. After the developers find a solution to the issue they send it to their software, which then trickles down to the call center’s dialer. This then allows agents to call back customers and provide the solution to the issue.

2: Remote Connectivity

With an IP-based call center, remote agents have the same capability as agents in the same building as the call center server. For security, a remote agent can establish a VPN connection to the call center’s servers and operate exactly as if the agent were in the same room. With the VPN connection, the configuration for Agent software would be the same as a local machine.

This also allows multiple locations to be administered and controlled from a central locations. A call center can have offices across the country and yet still allow each location to operate as one.

3: Telecommunications Options

With modern voice gateways it is possible for call centers to choose the best telecommunications option available. VoIP, SIP, analog, or digital T1 are all among the options available. These options provide scale for a call center software package. A small call center might find better value using an analog gateway for just a handful of agents while larger call centers  might choose VoIP or a SIP trunk. This allows a call center to select the most cost effective solution while retaining options to scale up or down as needed.

4: Compatibility

Because an IP-based call center utilizes a standard, all functions can be handled as any other IP-based piece of software. Agents do not need separate headsets as the voice is routed directly to each agent system.

Beginning on September first, the FTC has changed a few rules in the operation of Auto Dialers and Predictive Dialers. Most of these changes concern using prerecorded messages, including how they can be used and who can use them.

Prerecorded Messages: Prerecorded messages for the purpose of marketing and sales are no longer permitted. This includes calls answered by consumers and their answering machines. Such a message is allowed, however, if the consumer has signed a specific written consent. Companies may no longer rely on previously established business relation with a consumer in order to justify a prerecorded message. This exception is still permitted under the FCC’s rules, but no longer under the FTC’s.

Written Consent: The signed, written consent allowing consumers to receive prerecorded messages must be specific and separate. An End User License Agreement will no longer suffice as permission. Such a document must be specific in its purpose. The required signature may, however, be obtained in any manner allowed by the Electronic Signatures In Global and National Commerce Act (E-SIGN Act).

Exemptions: Several types of organizations and a few functions are allowed to continue the usage of prerecorded messages. Charitable organizations, some healthcare related activities, and political calls are exempted from the ban on prerecorded calls. Also allowed are informational messages which do not attempt to sell, such as an airline’s flight information.

For more information, read the FTC’s Complying with the Telemarketing Sales Rule.

Types of Call Centers

Call center operations serve a variety of functions. There are primarily two forms of call centers routinely operate in, inbound and outbound. As an inbound platform, they are used to provide support from corporations directly to their consumers on an individual basis. They can provide internal support for large and expansive corporations with operations spread out across the country, but who still need to access centralized functions such as IT services, HR, shipping, and a variety of applications. They can provide internal call routing, reminiscent of their original long-distance function.

What Call Centers can do

Call centers can directly and indirectly generate capital for the corporations that operate them. Both inbound and outbound call center operations can serve as a direct means to communicate with consumers and generate sales. Advertisements can direct consumers to contact the corporation through an inbound line where the agents provide their services directly to the consumer. Catalog sales can be generated both from a website as well as an inbound call center. Outbound operations can generate income from a variety of services; from selling coupon books to providing consumers with options for remortgaging.

Indirectly, call centers can save or earn their operators income. Collection agencies can attempt collections by contacting customers. This can be done by either the corporation who issued the collection or by a third party who is contracted to make collection attempts by issuing corporations. Internal inbound call centers can provide internal tech support to widely distributed offices. Tech support lines generate income indirectly by providing technical services directly to the consumer which reduces the return rate and hopefully increases customer satisfaction. Such tech support lines can also provide direct income by offering upsales to consumers.

Call centers can be either permanent in a fixed location or hosted. Permanent call centers generally provide a physical location for agents, supervisors, and administrators. Permanent call centers can also be staffed with remote elements. Agents who possess the bandwidth can login and operate with the call center software exactly as if they were present in the physical location. Such systems can also be leased by organizations who wish to conduct operations for a short period of time or with seasonal applications. This application is generally utilized by a politician’s staff for the purpose of contacting constituents directly to increase poll standings and election turnouts.

Hosted call centers are completely remote operations. The server is located at the provider’s physical location while the administrators, supervisors, and agents log in remotely. The benefit of this is that small-scale and seasonal operations can take advantage of an erected system while receiving the same capabilities and services available to a more permanent system.

How Call Centers Work

Outbound call centers utilize predictive and auto dialers. These systems call consumers by accessing a lead-list, dial the number, and automatically connect an agent to the call. These lead-lists are either purchased from a third party and provide enough information for the predictive dialer to decide if that lead should be attempted, has it been attempted in the past, was an answering machine detected, and so on. Auto dialers ate just that, they automatically dialer the number provided by a lead list. Predictive dialers can call two or more numbers and connect agents to any number that answers. Auto dialers are generally cheaper that good predictive dialers and make the most sense for a first or third party attempting to contact a list of consumers. Predictive dialers are most beneficial when an operation makes numerous cold calls; for example a call center that is selling merchandise or a politician’s staff.

Functions such as administration, branched scripts, logins, and non-voice routing are generally provided by a server. Voice is routed differently, depending on the type of system in use. In a PoTS setup, the server has numerous cards which are connected to the agents’ phones with standard telephone cord. This is an older method than newer systems, but such systems still exist and can be purchased for a steep discount over the original price. The more modern systems route voice through a voice router or system. The voice is connected to the agent by means of a workstation PC. This workstation is connected to a fast network and allows the agent to access all functions of the software through the computer. This allows the software to better control the interface. Such a system can present information to the agent’s screen related to the type of call as well as information about the consumer called.

Branched scripts are scripts that allow an agent to progress through a series of question and answers. The script will guide the agent by presenting the exact information and solutions possible. An agent using a well designed script can provide technical support for a product without having any knowledge of that product. Branched scripts cal also be tied to what are called campaigns. Campaigns are a way for a single agent to provide service in a variety of areas. For example, a call center’s agents can have an inbound script that provides technical support for a certain product. If the inbound traffic dies down, the predictive dialer can switch over some agents to outbound to contact possible customers and attempt to sell a product. A single inbound call center can also use campaigns to provide services for multiple customer types. A call center can posses several contracts to provide services for multiple operations. For example, a call center can provide technical support for the products of three different companies, booking functions for a hotel chain who has expanded operations out to a third party during peak times, and serve as a point of contact for an election staff.