The biggest initial investment in setting up a call centre is the technology. That technology should be geared to getting the caller to the right agent to address his request in the shortest space of time, says Frank Mullen, COO of Itec Enterprise Solutions.
"Depending on the nature of the business, that technology may need to be very sophisticated in terms of call routing and interactive voice response capabilities. In the end, however, the caller ends up talking to or interacting with a call centre agent," offers Mullen.
He argues that the level of skill of that agent then becomes the pivot in the caller's relationship with the company. "So, having invested in technology that automates arriving at the agent as cost-effectively as possible, your big cost now becomes your agents," continues Mullen.
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