What Equipment Is Needed to Run a Call Center?
If you’re an insurance company, credit card collection agency, real estate agency, telemarketing company, service provider or other customer-oriented business, you know how important calls are to communicating with your customers, coordinating requests, resolving issues and keeping customers happy. If your communication operates on a large scale, you might want to think about setting up a call center to manage your needs and streamline processes for both yourself and your customers.
After identifying your objectives for the center, calculating how many employees you’ll need to hire and accommodate and choosing the most convenient location for your call center based on headquarters, commute and budget, you’ll have to focus on your equipment needs to get your call center up and running. Not sure where to start? We’ll help you get started with a basic checklist of the equipment needed to run a call center.
Nowadays, call centers use specialized technology rather than old-fashioned software for handling all their calling needs and customer information. No matter the advanced calling technology you use in your call center, however, each agent should be equipped with a personal desktop for management of operations, data storage and customer references — even if everything is stored on the cloud.
2. USB Headsets
Like outdated software, traditional phone receivers aren’t the best choice for modern call centers. Instead, equip your employees with individual USB headsets for comfort and calling convenience during the hours of screening calls, attending to customers and marketing your services. Each headset is an individually functioning listening device equipped with a microphone, and you can choose from a variety of different styles and brands.
3. Data Handler
Rather than filling your call center office space with unnecessary volumes of hardware for data storage purposes, invest in a data handler system to organize and store all your pertinent data in a streamlined, convenient way. Because data handlers arrange information in different classes, it’s easy to access exactly what you need, whenever you need it with a server access interface.
4. Call Recording Software
For quality and evaluation, call centers often utilize recording software to allow managers or supervisors to listen to calls and gauge the success of operators and methods. This software either records calls and lets you listen later or allows monitoring during the real-time progress of a call, and it’s essential to long-term evaluation and improvement of call center processes and outcomes. A good dialer platform such as Parrot will include this.
5. Voice Over Internet Protocol
As a modern alternative to traditional phone lines, voice over internet protocol (VoIP) is a communication system through which calls are made over the internet with a Wi-Fi connection instead of over the telephone. VoIP can also be used in conjunction with call recording software for better ease and quality of call monitoring. A good dialer platform such as Parrot will include this as well. You might also consider our ZoomCalls VOIP software.
6. Predictive Dialer
The amazing thing about modern technology is that it allows us to surpass manual limits — like dialing one number per line at a time. Predictive dialers are advanced computer systems that automatically dial multiple numbers at once, allowing your agents to seamlessly manage multiple calls and customers with advanced detection, call tracking and cloud storage capabilities.