Call Center Structure

A call center usually consists of various modules. These are, first and foremost, the tools for inbound and outbound calling. The call center solution may also include: recording modules, omni-channel modules for handling digital channels, quality management and workforce management tools, and more.

In this blog post we are going to review the most important technical elements that must be included in the call center structure, so that customers who call the company get high quality service and efficient issue resolution.


Single window for agents

The initial information about the customer's query can be supplied by the IVR. If the call is rerouted to an agent, the agent's working window is capable of displaying not only the call center's data, but also the data from third-party integrated systems.

For instance, the agent can see the following data:
  • customer information;
  • complete history of previous calls;
  • reason for calling;
  • conversation script;
  • a form for specification / alteration of customer data.
All this information enables the agent to start an informed conversation with the customer, without repeating the preliminary questions or reconfirming background information. This is one of vital factors of boosting customer loyalty.


Intelligent routing

It is more difficult to predict the number of calls from VIP customers and their distribution across the time of day, than the average number and distribution of general calls for a given period. Usually VIP calls are routed to a separate group of agents.

If the VIP queue is empty, Noda Contact Center can automatically transfer the agents to other queues handling general queries, and when there is a VIP call, the system immediately assigns it a higher degree of priority. This scheme allows a call center to distribute the load more evenly, and when there is a VIP call, to serve it without delay.


Call scoring and KPI tracking

The Quality Management module built into Noda Contact Center enables the supervisor to configure KPIs for agents, queues, or projects. For the purposes of service quality control, the agents' operations are checked upon and assessed by a manager. Besides, the supervisor can select:
  • "good" calls to train new employees;
  • "bad" calls to analyze negative outcomes;
  • random calls, for regular assessment of KPIs.
Target KPIs can be monitored in real time. They can be displayed both on the supervisor’s monitor, and in the agent’s working windows, along with KPIs achieved by the agent's co-workers in the project. Real-time monitoring motivates agents, and helps to take quick measures in case of significant deviations from target service metrics.


Reporting

KPI analysis is not enough to optimize call center operations; other parameters should be taken into account too. You should consider:
  • if it was a first-call resolution;
  • who hang up first;
  • the after-call work time;
  • script-following, etc.
These metrics can be analyzed with the help of Noda Contact Center reporting module, which uses consolidated data from calls and surveys. The reporting module helps supervisors to get analytical, chronological, and real-time reports for a particular agent, queue, or project, and export these reports in .csv and .xlsx formats. Each report may contain links to audio recordings of conversations. The module contains a user-friendly report designer tool.


Fault-tolerance architecture

You can make your call center reliable and failure-proof with the help of certain architectural solutions. In Noda Contact Center, fault-tolerance is achieved across any combination of nodes by means of fine-tuned hardware redundancy schemes. Moreover, if there is a need to increase the number of channels and expand the call center's capacity, it can be done without stopping operations. This architecture provides the call center with 99.99% uptime.


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