FreeSWITCH Development Augments Operations and Customer Service for Call Centers

The call center industry is on the list of the top 10 fastest growing industry verticals. Call centers offer different services to businesses and customer care is one of the major services offered by call centers. Hundreds of calls are conducted by these businesses every day and in some cases every hour. This massive operational requirement needs the best communication tool that can withhold the stress and load and still offer excellent quality and performance. FreeSWITCH Development can be the technology that has the competence to meet the technology requirement of building this kind of robust solution.

How FreeSWITCH Development Can Improve Call Center Operations and Customer Service?

Let’s explore in detail how it can support the call center industry in various aspects including optimization of operations with augmented results and enhanced customer service models. To see the complete sight, we will cover the following points in this blog post.?

1. What is the working model of a call center??
2. What are the major challenges faced by call centers??
3. What is FreeSWITCH??
4. How does FreeSWITCH Overpower the challenges faced by call centers??
5. Concluding notes?

So, without further ado, let’s explore details about this subject matter.

1. What is the working model of a call center?

The call center industry operates on the outsourcing model. Generally, call centers take outsourced projects from different businesses to provide them with the required services and manpower to meet daily business needs.?

A call center may focus on a single operational area or provide multiple services to businesses. Some of the common offshore services offered by these businesses are briefed below:?

• Customer care: To offer post-sales support to customers.?
• Lead generation: Running cold calling and telemarketing or telesales campaigns to generate new leads.?
• Lead conversion: To run outbound campaigns or handle inbound leads and convert them into sales.?

• Feedback and Survey: To run surveys and feedback campaigns to collect data for different causes or reasons.?
• Business Processing Operations: To handle different business processes and provide predefined services.?

As diversifications are getting added to businesses and operations in businesses, the diversification in the service offering is getting increased in the call center industry, too. Thus, the offering list of the call center may vary depending on the industry it serves.??

A common working model of a call center is as follows:?

• Collect the requirements from the customer company and also receive the required knowledge base and training to provide the expected services.
• Use the call center software to run inbound, outbound, and/ or blended campaigns to offer the required services to customers.?
• Create periodic reports to provide details on how the campaigns are performing to the customer company.?

In addition to that, a call center may also run its own sales, marketing, and customer care campaigns to continue growing the business. This is a general working model of the call center, and it requires different solutions, including, but not limited to a call center solution .?

2. What Are The Major Challenges Faced By Call Centers?

In offering the best services to customers with excellent customer care services and augmenting operations, there are several challenges that call centers face. Let’s explore the major ones:?

Difficulty in managing the uptime of the software with a high workload?

Call centers often handle multiple calls every hour and this increases the stress on the software. Moreover, in a call center, there are multiple agents handling multiple calls. A call center needs to manage the high availability of the software to cater to these customers. The unavailability of agents, long call queues, or software crashes can lead to several consequences.??

Difficulty in managing spike in call volume?

A spike in call traffic in call centers is common. There are several occasions such as the holiday season, discount launches, etc., which increase call traffic. The software of the call center needs to be scalable enough to manage the increased call volume. Often, this becomes a major challenge for call centers because there are not many available solutions that support instant scalability.?

Difficulty in managing multiple branches??

A call center business is huge and therefore, a majority of call centers have multiple branches to run a local call center. These branches can be within the same nation or worldwide. The software often has limitations in granting access to features to a branch based on different conditions. There are also other limitations and challenges related to creating a multi-branch ecosystem for a call center.?

Difficulty in introducing delightful automation??

Automation has become the need of time and increasing customer demand. In the call center industry, even self-serving options are quite popular. Moreover, the call center software comes up with different features of automation to help businesses save time and increase productivity. However, it is necessary to be mindful while introducing automation to ensure you are delighting clients and not frustrating them. This becomes a challenge when creating a software solution with automation to meet these demands and still deliver the right customer services.?

Difficulty in Leveraging The Power of Existing Infrastructure??

Call centers often have existing tools and software platforms along with a contact center solution. It often becomes challenging for these businesses to use the existing solutions along with the call center dialer software. This slows down operations and also impacts customer services negatively. In addition to that, some solutions increase compatibility issues and create challenges in letting a call center use existing infrastructure with a dialer.?

3. What is FreeSWITCH??

FreeSWITCH is an open-source telecom stack that empowers FreeSWITCH development companies to build different telephony solutions. Its modular architecture makes it possible to develop customized solutions to meet the tailored needs of industries like call centers. This open-source platform can manage voice, video, and data on a single line. It can support communication between PRI and SIP lines. There are several amazing offerings of this platform that makes FreeSWITCH perfect for building a call center solution for a business with custom features. Not only this, but it also helps in overcoming all major challenges a call center faces with the software built with other technologies. Furthermore, FreeSWITCH developers also ensure that businesses in this industry can leverage the power of fundamental needs of optimizing operations for augmented returns and improving customer services to retain clients and increase happy clientele.?

For more information visit: Inextrix Technologies