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Customer Service Call Center Must have Equipment

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Many companies use call center tools for various purposes such as customer services, sales, technical support, etc. Without the right tools, a call center can’t perform its most essential tasks. Customer service agents are expected to meet the needs of customers using low-quality equipment and computer systems, which results in inefficient services. The thing to understand is that suitable quality hardware and software both play an essential role in effective customer service. Today, we will run down on essential tools a call center needs to increase the efficiency of your agent’s performance.

Computers

Investing in a computer with a powerful processor, hard disk space, and RAM can be helpful for your agents in performing their tasks faster and efficiently. You can make sure to provide them with the best desktop or laptop computers by ensuring they have the following features.

  • A central processing unit (CPU)
  • The latest operating system, Windows or Mac
  • 60 MB hard disk space.
  • Minimum 2 GB RAM.
  • A Super VGA monitor with 15 inches or wider screen
  • At least 1024 x 768 screen resolution
  • A network connection with a minimum 56 KBps speed

These computers are available in the market at affordable prices.

Headsets

Good quality headphones are a game-changer and the most critical piece of equipment in the call center. Headsets come in various designs, shapes, and sizes, catering to all individuals’ needs. Every call center must have a wide range of headset options to meet each agent’s need for functionality and comfort. Headsets come with unique features such as connecting multiple devices at once via Bluetooth or a noise-canceling function to block background noises; you can find the best headset reviews and choose from various styles and brands.

PBX Switch

PBX is a Private Branch Exchange switch that works by connecting computers with internal and external networks. It provides IT professionals with access to manage all the call center tools. Another plus point is that it can be used with any type of phone, like VoIP or USB phones. PBX switches make the distribution of calls efficient, without agents waiting for their next call, making the whole process well-organized.

Automatic call distribution software

ACD is one of the most innovative tools you can have to increase work performance. It functions by holding your call in queue when no agent is available, but as soon as an agent is accessible, it automatically directs the call to that agent’s line. Using this software means limited waiting time for the customers, leading to happy customers.

Customer relationship management (CRM)

Customer relationship management doesn’t only increase agent efficiency but also provides employees with the information they need to assist customers and personalize their interactions delivering a better experience. CRM systems store important details about customers and their services like:

  • Call logs
  • Previous customer interaction
  • History of customer’s services and products purchased
  • Client demographics
  • Calculates the time the caller was on hold

CRM also helps call centers send automated emails to potential customers and keep in touch with existing clients by sending them information about the company’s latest products.

Call Recording

Call recordings are essential to maintain the quality of the services provided. It helps managers ensure agents are working correctly under the guidelines provided by the company. Call recordings help managers in multiple ways, for instance:

  • They can use sound quality call recording to train new recruits
  • If need be, call recordings can be used as evidence
  • Guarantee clarity between the agent, customer, and manager

Call recordings help keep employees in check as they know the manager can take disciplinary actions if they behave unprofessionally.