How do we implement the call center structure?
Knowing that a call center works on top of a physical structure and a technological infrastructure, it is important to know how this technical structure works. After all, it's not just the space and machines available that make the plant work.
As with any implementation, the call center will also work on top of systems, software and hardware. In practice, everything will depend on the expected size, requirements and what specifics are needed to be able to match the expected calls.
Knowing this, our call center implementation service focuses mainly on understanding the purpose of your call center. There are currently three options for a call center structure:
when employees call customers, such as a sale of new cell phone plans, for example;
when customers make the call, as in a customer service for credit card problems;
when the two models mentioned above can occur.
Knowing how to determine the objective is the first step for any creation, being perhaps the most important, since it determines the entire process of creation, planning and implementation. Subsequently, we determine hardware and software to use.
In general, we can mention, as technological infrastructure: