We are looking for a best call center solution

[zizzaz]

We are now looking for one of best call center solutions for my customer. I have a little knowledge about this field. Can anyone here give me some advices for making a decision.
Thanks in advance!
Ziz Zaz

[Saramencia]

For a big decision you must take... your post is too shy.

But anyway, let me make you some questions:

1.You are looking for a CC solution regarding what?
ACD
CTI
IVR

2.Are you considering other softwares like:
QA
WFM

3. How many seats are you handling?

4. How big is your call volume?

I can share with you some insights.

Regards

[zizzaz]

Sorry that I don't have necessary knowledge about Call Center Solutions to answer your questions. Can you explain me more detail or can you show me some materials I need to read about this field?

I'm new to call center, I have an responsibilty to seek for a Call Center Solutions. I searched on the Internet and find you here!

Thanks for your help!

[ramonrojas]

Well I just opened a Center and we fell in love with the system that we actually now represent it, email me your thoughts or needs, or provide me with your contact info, there is a lot to think about when taking a decision like that, and I beleive that the first thing to have clear is: BUDGET?

Ramon Rojas
VP Sales
Provitel S.A.
809-399-0264 Mobile
800-433-2275 Office
www.proviteldr.com

[DrKarn]

Please feel free to contact me with your needs for Call Center Solutions. I would be more than happy to discuss this in more detail.

Thank you,
Dr. Karn
Jerome and Jerome
jill@jeromeandjerome.com
312-342-1040

[sunnyC]

Correct me if i am wrong, you are planning to open up a new callcenter or a new entrant into the industry and need to understand of how to give it a head start.
Where do you want to start, US , UK or India which happens to be one of the upcoming Hubs of the industry with the lowest investment.
Incase you want it to be in India, i can help you , rather what we suggest is , do not waste your money on a fixed investment until you ve tasted both sides to this industry. There is no doubt that the industry is filled with never ending potential but the fact is, i believe the best way to enter the industry is to take seats on lease , run your business, experience the traits of it, go through that learning curve and then go in for a fixed expenditure.
All this is available at only a dollar extra/ hr compared to your own infrastructural recurring cost. But u save soo much on the fixed. I am a consultant and would always make more if someone was to approach me for their own infras, but then genuine consultancy is where there is a key to success and reputation.
We have centers available for DRY lease model in India not elsewhere at this cost, it is better to exploit such scenarios. Any one with different point of views is most welcome to add in.....learning never ends maybe i missed out on something critical.
regards
nitin
91-11-9899062011
nitin@conceptualedge.org

[Steve Turton]

I agree.... consider a Virtual Call Center.

It may take 2,3 or 4 months to develop an RFP and send it out. Then evaluate all the responses, short list, negtiate, purchase, train, test, implement, debug, formulate reports and then go live with a hardware based Call Center solution.

Are you willing to invest in a hardware based Call Center solution for 20, 30, 50 agent ACD system, when you only need 5 today, 5 next year, etc?

With a Virtual Call Center, you simply lease the number of seat licenses you need. No capital investment in ACD/IVR equipment. You can always switch to a traditional method if and when you decide you need it (if ever).

Steve@telax.com

[zizzaz]

I have a mission to learn about Call Center Solutions and seek for one of best Call Center Solutions for implementing for my company's big customer. But I don't know where to start from, and I come here for receiving your advices, your instructions... so I can get start about it, can find the documents about it, and approach a good CC provider in this market!

Thanks for your help once again! Hope to get your replies soon!
Ziz Zaz

[Steve Turton]

Hello ZZ:

You have a big task ahead of you. There are many, many companies selling Call Centre Solutions. Your basic Call Centre is made of an Automatic Call Distributor and an Integrated Voice Response Unit. After that, you have several options to add as your needs require. Many have more features than you really need.

You also have 3 main options:

1. Traditional Call Centre where you buy the ACD & IVR system and install it on your premise with your employees answering the calls.

2. Outsource your Call Centre.... meaning that an outside agency will take all your calls and handle them with their employees. Usually used for fulfillment or tech support.

3. Virtual Call Centre which kind of fits between the two above. You don't buy the equipment, you lease "seats" and your own employees handle the calls from anywhere in the world.

You can find all sorts of information on the internet, and subscribe to free Call Centre magazines. You should also attend a few Call Centre shows/conferences. You probably have a Call Centre Association in your area where Call Centre Managers meet several times throughout the year..... join one or two.

Hope this helps get you started...... but contact me if I can be of further help.

Steve
Steve@telax.com
www.telax.com

[NBosch]

Hi ZZ,

If you have to advice your management on how to impelement a call center solution for one of your customers, I can only support the other posters, and wish you all the luck with the task at hand.

Okay, to some advice....
1. Expectations
Befor you can start looking for solutions, with the broad variety that is available on the market, you need to understand what the customer expects from it. What goals do you want to achieve ? Is this a service helpdesk, a sales outbound call center etc. ?

2. Call Center Knowledge
After you have found out, what your customer expects... you need to define if you want to outsource this service, or do it yourself. Based on your information, you are looking to take it on yourself to provide the call center.
There is a variety of books on this subject available on the Internet for reference, and there are several companies offering white papers etc.

3. Decision
Without offense, but if you are completely new in this field, it may be a wise decision to get professional support from one of many consultants out there. Not because you would lack the overall knowledge, but the first thing you need to do is focus. This field is to big to do it all yourself, without the necesary experience and knowledge... or more precise; the feeling for the task at hand.
It took most of us a large amount of time to "read" the metrics, and other available sources and to implement necesary changes.

If you could provide me with more information, I would be more than happy to give a more fundamental advice.
Mail me at :

niek.bosch@medion.com

[mmacneilly]

If you respond to my email I will be happy to discuss your specificneeds and work with you, at no cost, to find the right answers.

[Chop]

These guys have a pretty wide range of services to offer in the call center arena.

http://www.connextions.com

Good Luck.