Imagine how you can order food or escalate your complaints if there is no one to address it. This is why call centers are created: to address customer issues usually through calls. Basically, a call center is a type of office that is meant to handle phone calls. In fact, there are some companies that employ hundreds of call center employees and trained to take and handle various customer concerns.
Call centers usually handle general customer service and support as well as telesales and telemarketing and collections. Those who take or make calls are commonly referred to as customer service representatives (CSR) or simply call center agents. As mentioned, the agents undergo training, including basic phone etiquette and handling different kinds of callers.
Common PBX features
All call centers, whether small or large-scale, should have an effective and efficient phone system. One of the most popular phone systems used by call centers is the IP PBX system. Short for Private Business Exchange, this type of phone system is commonly used in a business setting which involves handling multiple calls at once.
A PBX system offers several features that help handle calls in a more efficient way. Among these said features include the following:
1. Custom recording/music
Through the PBX system, you can set custom tunes or any other messages (ex. upcoming company promos). You can also set a music recording while the customer is on hold. It can be the company jingle or any other popular music.
2. Interactive Voice Response (IVR)
This is a function wherein you are instructed to “press 1, 2, 3” and so on. Each number you press may correspond depending on which department you are calling (ex. “Press 1 for Technical Support, Press 2 for Bills and Payment, Press 0 for operator assistance” etc.)
It enables the system to recognize when a call center agent has scheduled a callback. This feature will help the agent to remember the said scheduled call back. It is a good way of putting customer service to the next level.
4. Queuing system
This kind of PBX system features enables the creation of an extension number that customers can dial to ring multiple extensions at once. Likewise, the queuing system also creates a call destination where you can send calls that will reach specific extensions.
How PBX systems benefit call centers
Having a PBX system will benefit call centers, whether big or small business types. For one, it requires minimal maintenance and offers several features that can utilize business operations. Here are some reasons why PBX systems are the best choice for call centers and even other types of business.
- It uses an Internet connection and a cloud-based service to operate. On the other hand, traditional phone systems use standard phone lines which require equipment and costly maintenance to operate.
- PBX systems allow fast feature downgrades or upgrades as necessary, hence saving expense and additional space.
- It offers crystal-clear communication and enables better call recordings. It also enables to save vital customer information and encourage better customer interaction and experience.
- PBX systems are also easily accessible whether you use a landline or a mobile device.
Considering a PBX system not only can benefit customers but also the business in terms of excellent customer-client experience.