One of the biggest reasons why you’re better off working with a call center firm rather than setting up your own customer service department is because such a provider already has the infrastructure and technologies in place that can be customized according to your requirements.
One such technology that call centers use all so well is the Automatic Call Distribution (ACD), which essentially controls the flow of incoming calls and makes the work of call center agents that much simpler. Without this system, you’ll have a hard time routing every call that comes your way to the appropriate department or office that can answer them.
Related to the ACD is the Campaign Management System or CMS, which is primarily used for outbound calls. Without the CMS, your marketing department won’t have a list of email and telephone numbers from current and potential clients that they can use. An advanced CMS can also give you an idea of each client’s response activities, thereby giving you a better feel of your customer base.
If you want to create a streamlined workflow that uses these two technologies, though, then you must know how to use a Computer Telephony Integration (CTI) application. This tool allows call center agents to obtain and consolidate customer information without making multiple calls, and at the same time enable customers to make shorter calls.