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Call Centre Consultancy & Setup

Doorsanchar has expertise in the following fields:

Contact centres can be used for a number of reasons depending on the type of business involved. For example, if the business is a financial institution, they would handle calls for questions on account setups, problems with accounts, etc. Or, if the business is large software company, the contact centre would handle calls for troubleshooting, setup assistance, renewals of subscriptions, etc. Many companies have in house call centres but because it is not their core business, their costs are higher.
Learn what components are involved, ie. voice gateways, routers, IP phones, software, hardware, maintenance costs, reliability, scalability, land lease etc.

The infrastructure required depends upon if you are setting up a voice based call center or just a backend operation for your client. For e.g. if you are processing the payroll for your client in the U.S. chances are you really don't need an IPLC line from your facility to your client in the US. However, if you are answering the inbound calls from US then you require an IPLC line.
Few important components of setting up call centers are

  1. IPLC (International private leased circuit) line
  2. Dialer
  3. CTI (Computer Telephony Integration) - This is the system used for the Screen pop ups as soon as the call is transferred to an agent. The pop up gives the details of the caller, information required & the product details as required by the caller. The info on the pop up screen can vary depending on the settings made. It is optional for a call center.
  4. ACD (Automatic call distribution) - the calls are automatically transferred to the agents who are idle. This may be skill based distribution or general transfer of calls. It is the must for a call center.
  5. IVR (Interactive Voice Response) - this enables customers calling a contact center to use voice commands to retrieve the information they require without ever speaking to an agent. This basically helps to reduce the man power cost.
  6. Voice logger - This logs the conversation of all agents which can be used to check the quality of all agents.
  7. MUX - Used to connect the IPLC at both the ends. Nowadays most of the call centres are migrating to IP network, hence usage of the MUXs are minimal and routers are needed to connect the IPLC on both ends of the link.
  8. Call Centre Management Software - Software to manage the calls & reporting
  9. LAN Cabling - This is also referred as backbone.

Email us for information on customized call centre solutions.

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