What is call center system?
Call center system is designed to handle a large number of telephone service. Routine tasks of a call center are: customer service, technical support, telemarketing, telesales and information collection. Call center workers are called “The agent” or “customer service representative” (often abbreviated CSR).
Call centers system provides special technologies to maximize productivity, like ACD (Automatic Call Distributor) to make sure calls go to proper agent and customer wouldn’t get too bored while waiting for service. “Predictive dialer” automatically generate outbound calls, agent doesn’t need to waste time to wait customer pickup calls. Other tools include monitoring, popup, IVR, call recording, call spy, various reports etc.