But even the most organized people need some assistance, and as companies get larger there needs to be a way not only to consolidate calls, but also to semi-automate the information-gathering process to better screen the necessary data. Here’s where call center software becomes invaluable. Having an effective pipeline to take calls, set up tickets, and make data available to multiple employees can hugely help any inbound or outbound call center. Using a SharePoint base for the program can streamline these processes, making for a more effective service.
The short answer is: just about any kind! The more in-depth explanation requires knowledge of what kind of call center is being run. There are three basic types:
All of the above can use call center software, and leverage different parts of SharePoint architecture to ensure the proper information is being taken and passed along.
A SharePoint-based call center software can use the connectivity inherent in the Microsoft product and hook into other services already in use by a company, such as Outlook. Sifting through the information from hundreds of calls is easily done when they are put into SharePoint enabled call center software. Being able to search via a key issue or solution helps to correlate tickets into more manageable forms, ultimately leading to better customer service and quicker ticket solutions.
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