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Role of the Computers and the Internet in the Call Centre Industry

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Role of the Computers and the Internet in the Call Centre Industry
Role of the Computers and the Internet in the Call Centre Industry
Previous Presentation In the Mid-Term presentation I gave an overlook on the call centre industry, it’s meaning, its work. And I explained the role of the Computers and then the Internet in the call centre industry. And In this presentation I will explain the call centre softwares that are used and the many features of it and the advantages and disadvantages of a call centre.

Contents * Cal Centre Softwares. * Advantages and Disadvantages of a Call Centre. * Conclusion. * References. Software Name | Definition | Functions | TeamMax | OutBound | The TeamMax Server coordinates the dial records sent to and from the TeamMax Agent software and checks a Do Not Call list before sending the agent the dial record number to call. Each agent is sent one dial record at a time to call. They dial out via a modem at the click of a button, can read from a script window and make notes of outcomes in a range of dial record fields. At the end of the call they either get the next dial record or just finish the last call which saves the dial record details and stops the timing of the call. Call backs are automatically requeue to be given back out to agents at the appropriate time. | • Manage calling lists in a centralized database
• Manage do not call lists in a centralized database
• Allocate one telephone number at a time to each agent
• Ensure do not call telephone numbers are not called
• Call outcome and detail management
• Automatic demand dialing from each agent’s computer
• Preview dialing option
• Customize agent screens
• Multiple campaigns with their own script
• Performance reporting
• Call management, analysis, statistics
• Low cost hardware requirement
• Many more features | CallAssist | OutBound | CallAssist is a telemarketing call center phone dialer that makes it easy to manage calling thousands of people. It is a modem based dialer that allows a single or group of telemarketing
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