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Inbound Call Center Software Helps Agents Provide Fast Solutions

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Inbound call center agents usually provide information or resolve issues presented to them by clients calling in at that one call which is known as one call resolution.  This is not the same with outbound call center agents.   They don’t have to chase after clients to call, clients and sometimes prospective clients call them.  Though that means they don’t have to handle call rejection issues, they have to make sure the client on the other side of the line is satisfied with the response that they give.  If they succeed in doing that, they either retain the loyalty of an existing client or gain a new one.

One other thing that inbound call center agents have to deal with is impatient clients.  Clients are kings who expect to get connected instantly.  They need to get in touch with the right person; the one who understands the information they need, who can answer their queries, and who knows the history of their concerns.  They want answers and solutions and they want them yesterday.  Faced with having to please such demanding people, industry organizations like the Contact Center Association have no choice but to keep looking for ways to improve inbound call handling.

It is a good thing that many contact centers now use inbound call center software because it is a great help in providing the fast solutions clients demand.  Automated call distribution (ACD) systems ensure inbound calls get to a call center agent fast, before clients have cause to complain about long waits.   Routing is made easy by indicators which show available inbound call center agents and departments. The call can be routed to the most appropriate agent or one whom the client has had good interactions with previously.

When call information is collated and utilized to handle later calls from the same client, it turns into a very powerful public relations tool.  It gives the inbound call center agent the ability to make the client feel that his concerns are being given the attention he expects.  The agent, and the client company he represents over the phone, comes across as a truly caring professional.

When knowledge bases are used to address queries and requests for information from the client, the responses and recommended solutions are much more authoritative and thorough.  The solutions also come faster than when call center agents have to look through instruction manuals to find them.  Most inbound call center software available at present have features which allow agents to make use of scripted dialogues to provide information or solve issues.  The feature makes the agent look good, which reflects directly on the client company he represents.  Descriptions of software features used to manage inbound calls may be found in www.unisrc.com.

Interactive voice response features are also common with automated software designed for inbound calls.  This gives the client the opportunity to use automated responses to quickly find solutions to small problems.  The inbound call center agent only handles the big issues.

Fast and accurate solutions result from combining well experienced inbound call center agents with powerful software automation solutions.


Toronto Security Systems Offer A Wide Range Of Services

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cctv security systems toronto

cctv security systems toronto

Most people have watched a few movies and have some concept of how some home and industrial security systems work.  The screen shows a homeowner watching an intruder through CCTV and calls the police.  A man would be shown deactivating the home security system with a pin code as soon as he enters through the door.  But in the real world Toronto security systems offer a lot more in terms of services than what we normally see portrayed on the big screen.  With the advent of new technologies, the range of services on offer only grows.

Most Toronto security systems companies offer to design and install the various components that make up the security systems installed on the protected premises, be they homes, industrial complexes or high security facilities like banks and defense installations.  Simple installations merely involve the use of alarms which notify the owner whenever the protected area is breached by someone unauthorized – an intruder in most cases.  The problem with some simple alarm systems is that they make a lot of noise and can be triggered accidentally by pets, or movement of even inanimate objects such as curtains.

Security companies also offer to install access control systems of varying degrees of complexity.  Some of these equipments are secured by pin codes, proximity cards, biometric readers, passwords, and swipe cards.  Swipe cards are very popular with hotel rooms and have largely replaced the mechanical key.  An added benefit of using access control systems is that some of these equipments allow recording of the identities of the people who enter restricted areas, the time and dates.

Then there are the very popular cctv Toronto surveillance equipment.  Video equipments offered are of varying degrees of video resolution and capabilities.  Some CCTV equipments only provide a view of protected spaces, while some are connected to video recorders which allow archiving of surveillance footages.  Recording equipment may be activated manually, triggered by motion sensors, or kept open 24/7. Some cctv systems Toronto even provide remote video monitoring capabilities via computers, laptops or internet-connected smart devices.

But it is in the area of security monitoring services that security companies shine.  Many security companies offer 24/7 monitoring of homes and industrial premises, where the various intrusion alarms, access control, video surveillance and recording equipment may be connected to a central control and monitoring station.

Most monitored security systems are connected to the security company’s monitoring station 24-hours a day through telephone line, cellular radios or the internet.  Using pin codes, residents may arm the security system so that any alarm tripped would immediately prompt a response from the security company.  In addition, homeowners and business owners may ask for panic buttons to be installed at strategic locations.  Panic buttons trigger a response whether or not the security system has been armed.  Response from the security company typically involves a call to the protected premises, a call to police authorities, and the home or business owner’s contact phone number.

The level of security you need is dictated by the value of the asset you want to protect, and what you can afford.  You can always find reliable security companies through the members of the  Canadian Security Association to provide the appropriate level of protection.