Call Center

Novacom Telephone Company, Inc. Business Telephone Systems Installation & Service Since 1981

The Call Center-
The Key to Call Handling Productivity and Cost Reduction

Pictured are the Plantronics headset and Avaya telephone.

Call Center vs. Contact Center

According to Avaya, many people tend to think of a call center as people neatly organized into rows, sitting beside their phones, answering customer calls. So what is a contact center?
Contact centers are more than headset-wearing switch-board operators. The modern contact center handles phone calls, email, and online communication – including instant messaging.

Traditionally, contact centers have been called call centers. The newer name – contact center – reflects the fact that more than just phone calls are being handled. Many call centers have evolved over the years to do much more than just answer phones.

Some companies choose to separate the handling of customer contacts by medium. For instance, a company may establish a department for inbound calls, one for outbound calls, and a group for email. Some companies, especially smaller ones, opt to create “universal agents” who handle all contact types. Companies create universal contact agents for reasons of efficiency and service, and often because they find it easier to train agents in multiple communication methods than to train multiple agents in product or service information.

Bottom line, it’s up to the customer to decide how they want to communicate with your company, and it’s up to your company to respond appropriately through its contact center.

Why Employ Call Center Functionality?
The modern Call Center is a management resource tool needed by firms which receive enough
incoming calling to cost justify at least one person, full time, near full time,
answering these incoming calls. The Call Center is comprised f staff who are assigned to expend most
of their daily efforts answering incoming calls. These staff efforts require management controls
to assure that there is a high level of customer service on their telephones. If this describes your
operations, consider a Call Center approach. The Novacom Call Center is a software package and
related procedures custom built for your unique needs. Changes are made as needed.

Novacom Custom Engineered Call Center Packages
Novacom custom builds three Call Center packages: The higher level, the more inclusive and higher cost.
The highest Level is a complete package with extensive reporting and real-time, automatic call routing.

Level I- Basic Call Center which includes call hold with automatic first-in first answer to assure that
each call is answered in a first in first answered order. This call center approach provides multiple answer
for various numbers; each number group is answered and automatically routed based on a pre-defined call
routing program. Level I is a standard feature of the Merlin Magix. Optional call detail accounting for calls
and operator call handling volumes.
Level II- Basic Call Center features plus a wide variety of real time and hard copy reports describing the
entire call handling process with documentation. The Level II approach provides real time call re-routing to
add and deactivate specific staff member telephones from the call center group. Wall boards provide a visual
display of calls status.
Level III- Includes Level I and Level II functionality and computer telephone integration with contact management
programs to provide extensive interaction with your customer databases and call handling algorithms. Useful features
include population of data screens with caller identification upon the call arrival.

Benefits
The benefits of the Novacom Call Center approach is the improved management of your valuable
staff resources and a means to assure that your customers are provided with the highest level of service.
Your call center staff will benefit from the service observe and the assist features, and the high quality
Plantronics headsets. The use of 1'x3' and larger multicolor, centrally located, external wall boards provide
uniform visual access to the status of calls awaiting answer.