Hardware and software needed

With LAN-based switches, internet-based transaction processing, client/server software systems, and open phone systems, any call center or back office can have a highly sophisticated call handling and customer management system, even down to ten agents or less. Even so, an acceptable setup for as little as one call center seat would include one PC set up with the necessary live chat, database, spreadsheet, word processor, web editor, and other software (depending upon the purpose of the back office); and a VOIP solution such as Virtual Phone Line (http://www.mysuperphone.com/ ) that interconnects the telephone with high-speed Internet.

Large call centers are generally set up with workstations that include a computer, a telephone set (or headset) hooked into a large telecom switch and one or more supervisor stations. The center may stand by itself, or could be linked with other centers. It is possibly linked to a corporate data network, including mainframes, computers and LANs. Often, the voice and data pathways into the center are linked through a set of new technologies called CTI, or computer-telephony integration with predictive dialers.

A center can be located in a remote office at any location, a manufacturing site, a place as huge as a warehouse, even one’s home, or on the road with wireless Internet. But again, the center may need some hardware and software. For outbound calls, one can use predictive or auto dialers. A predictive dialer uses up to three lines per person. It works best with 8-16 people with 16 predictive dialers. The cost per predictive dealer is $1000. Give the predictive dialer the phone list to call. It makes 3 simultaneous phone calls at the same time. As soon as one call is answered by an agent, the predictive dialer drops the other two calls.

Predictive and Auto Dialers

Predictive dialers sense answering machines and busy signals. They use pacing algorithms so that call center representatives are talking right away when customers answer their phones. Since predictive dialing lets you make a considerable number of calls in a short time- as many as 100 calls in, for example, a 90-minute period - dialers help call centers improve their ROI (return on investment) by cutting down on the time and overall cost it takes to reach customers for any calling campaign whether for customer service, sales, technical support or other reason.

An auto dialer dials a few numbers and plays a pre-recorded message. If a customer is interested in buying, he presses a certain key on the telephone keypad and the call is switched to a live sales agent at your call center. "I'm calling on behalf of Future Technologies with hologram wake up call service. You get to choose the character, tone of voice, the wake up message and music in the background. Please press 3 on your telephone keypad if you would like to talk to one of our representatives.” No time is wasted. The cost is approximately $1000 for 4 lines with an auto-dialer.

Agents will feel more confident about incoming calls via the auto dialer calls, knowing the customer has pressed a button with interest in his company's solutions. At the same, there is nothing like seeing your call center representative overcome the objections of the customer in a professional and understanding and close the sale on her own.

Look up “Automated Call Distributor.” ACD reads your 800 number when dialed and displays your company name to the MSR, allowing him or her to greet the caller with a customized response. This added touch helps your customers feel as if they are calling your company directly.

Since the ACD identifies specific 800 numbers, it is of great assistance to your marketing efforts. You can use unique 800 numbers for different media sources: one for your magazine ad, another one for your newspaper ad, one for your television ad. Then you can record the number of calls that come in for each 800 number, providing you with accurate media tracking data. This lets you know which media source gives you the best return for your advertising dollar.In addition to predictive or auto dialers, the call center can buy recording machines to record conversations between agent and customer for quality assurance, training with demonstration of best practices, and coaching and counseling sessions. All kinds of software are available from $500 to $5 million. Look at what other call centers are doing. Who are their clients? Who are they selling to? How are they doing it? How do I want to start?

DSL, a great investment

Your call center or back office or even you as an individual businessman or woman need a DSL line. Think of it as an investment. Why do people go to CEBIT in Germany and Comdex in Dubai? Why do they spend the money for hotel, airline, car rental, exhibition fees and time away from their business? As an investment in their future! Get DSL for your business and also for your home. Our company does not sell DSL. We can be thankful to Allah the He has allowed you have some excellent providers who offer this service in Pakistan. DSL is available in Pakistan at 7000 rupees/month equivalent to $120 per month. Multi.net.pk sells DSL in Karachi. Dsl.net.pk in Islamabad, and you have a Cable provider World Telmeca in Lahore.

Users can also get a wireless Internet from Brain Net or PTCL. Brain Net charges 12,000 rupees for a CIR 64 K interface. This is a dedicated 64 connection to have 2-3 phone lines simultaneously. Or if you don't have that available, get an ISDN connection.

No matter how good of a dialup connection, get a fast Internet access and a Virtual Phone Line. I know personally there is a big difference between dialup and DSL. I can surf several web sites at the same time; have MSN, ICQ and Yahoo messenger open with my video cam open for a business conference; have 3 different email programs open; and make phone calls at the same time, all with my DSL connection.

To get started, there is one given. One thing you have to realize. You have to be "virtually" in the USA. Get a Virtual Phone Line on the web at mysuperphone.com. Sign up before you go home. Without it, you are at zero. It's just the way it is. No questions. Simple obvious truth.