Quality Wines are the Opposites of Callers in Queue

Quality wines. That term can mean a different thing to different people. Some folks may consider a sub-$100 bottle of wine as not being a quality bottle. Some people may consider quality to be simply something they can drink easily without wanting to wretch at the flavour. One thing is almost an absolute though when it comes to wine: They get better with age. Callers who are waiting in your IVR queues, however, are the exact opposite.

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10 Ways to Control Time in the Call Center ACD

Shocking fact: Your callers don’t enjoy waiting to speak to an agent.

Sometimes it’s not the actual amount of time waiting, though. It’s the perception of time.

Everyone’s experienced the perception of time issue. You’re sitting in a meeting, and you look at the clock. After what seems like hours, you see it’s only been a few minutes. You get home from work. You finally have a chance to that thing you wanted to do. You start doing it, then after 10 minutes you look at the clock and an hour has passed. Continue reading 10 Ways to Control Time in the Call Center ACD

Give Your Callers Exits to Keep Them From Waiting

In an emergency, it is necessary to fly to the door.

Waiting in an inbound queue until the next available agent is prepared to accept your call is an inevitable situation. If you’ve ever needed to call your service provider to add/cancel services or to place an order over the phone, you will run into this scenario. Using some of the available features in the Q-Suite, as a call center ACD administrator you can help ease the waiting times of your customers by providing manually triggered exits for the caller.

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Using Q-Suite’s Call Monitoring Features to monitor Call Center Representatives to improve Customer Satisfaction and First Call Resolution

Call Monitoring features are a must for any call center.   Call Monitoring has many uses with in a business ranging from employee training to  quality assurance and complaint investigation.

How is Call Monitoring useful for training new customer service representatives? Continue reading Using Q-Suite’s Call Monitoring Features to monitor Call Center Representatives to improve Customer Satisfaction and First Call Resolution

Cloud is in ‘vogue’ now but Cloud contact center services have been around for a long time

Folks at Indosoft remember deploying a distributed contact center platform for one of our customers at a co-lo in Chicago sometime in 2006. Their agents were working from South America and different locations within United States.  They had looked us up on the web while reviewing Asterisk related technologies. Asterisk had by then made quite an impression with its flexibility and feature-sets supporting both VoIP and TDM.  Back then, PRI was the preferred telecom termination and SIP with X-lite for agent telephone was a workable option, the big challenge being bandwidth. Continue reading Cloud is in ‘vogue’ now but Cloud contact center services have been around for a long time

Q-Suite has in-built CDR to capture cradle to grave data for calls

There is a constant demand from our contact center software customers for greater granularity in the details of the call center reports. Reports are based on data collected and retained by the system and there are numerous reporting possibilities on Agent, Queue and ACD performance. Here are some of the generic contact center reports based on Indosoft call center software, Q-Suite. Continue reading Q-Suite has in-built CDR to capture cradle to grave data for calls

Basic network topology for Call Center setup

Efficient network setup can enhance the quality of your VoIP experience.  Even if you are averse to VoIP terminations for routing long distance traffic, within your call center, you can take advantage of VoIP. Here is a simple but efficient topology for Asterisk based call center setup.

Asterisk based contact center network layout
Asterisk based contact center network layout

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Considerations while setting up contact centers using Asterisk

Asterisk opens up a lot of options while setting up contact centers. Last ten years have heralded a revolution in the contact center technology platform. During this period VoIP technology has dramatically altered the landscape of of telecommunications.  Asterisk being an hybrid PBX with inbuilt support for VoIP and TDM, is the force behind the change in the contact center technology platform. Let us consider some of the options that are available for Asterisk based call centers. Continue reading Considerations while setting up contact centers using Asterisk

Cost of Setting up a 100 Seat Call Center on Asterisk Platform

I am generally tasked with the Web DEMO of Indosoft call center software Q-Suite for Asterisk. A Web DEMO is usually very interactive where the viewer has full control of my laptop and we can do almost everything (not run the predictive dialer, of course). All the Inbound IVR, Queue, Agent nail-up and an incredible amount of contact center functionality, all are with a few clicks of the button. At the end of the demo we will invariably enter the topic of cost of setting up a call center platform. Continue reading Cost of Setting up a 100 Seat Call Center on Asterisk Platform

This Script Builder Tool is a hit with Call Centers

Indosoft call center software Q-Suite is designed for enterprise contact centers using or migrating to Asterisk PBX.  It has an extremely powerful Script Builder for use with both Inbound and Outbound campaigns. For Inbound, the scripts can be associated to pop-up at Queue level and for outbound the scripts can be associated with Lists. One or more lists will form the lead base for outbound. The Script Builder is a WYSIWYG tool with powerful tools that allows contact center administrators to build a multi-page script  incorporating texts, variables, URLs and other neat features. Continue reading This Script Builder Tool is a hit with Call Centers