CRM and ERP News

What does a “911” call center look like?  How are dispatchers or agents trained? What does it take to be one?

I recently posted about the idea of a call center for emergency services being outsourced. I couldn't help but research about these centers and what goes on in a highly stressful environment.  Here is what I've found.

Emergency numbers are configured differently than other call center numbers.   Each country has its own number that goes through dedicated lines to ensure it gets connected in the fastest possible time.  Usually the system is set up once a call is made to this number, it has to be answered.  Even if the call was abandoned, it is still in queue until answered and determined whether it was to be released.  There have been discussions and laws on how VOIP can be an alternative when calling these numbers.

Workstations are not typical.  They have several screens and should have access to dispatch a unit immediately.  Adjustable keyboards and seats are available so that they are able to work while sitting or standing.

It is a fact!  Exit41, a leading provider of customer ordering solutions for the restaurant industry offers a "one of a kind solution" for fast food restaurants.

Instead of expecting a staff member from the restaurant taking your orders, as soon as your car reaches the menu board (with speaker), it is automatically routed to a call center and an agent takes your order.   You will see a “multiple lane” set-up in the restaurant where you can choose the shorter or faster path to order your food.

It has been a success for their clients, which include Wendy's and McDonald's, increasing their sales profits, customer satisfaction, happier employees and the investment is minimal since they use VOIP technology.  It sounds good to be true and it makes sense.

Okay, that’s the restaurant’s perspective.  Let’s look into the call center then.  The Smart Agent Desktop alerts the agent if a particular item is not available during that period and serves as a guide for promos.