Quote:
Originally Posted by joecherian Well, what exactly that I wanted to know is, what happens when you dial in a number for getting support for any product. What is visible for us is
(1) we dial in a number
(2) the number gets answered by some person after making us wait for some (?) time
(3) once the issue is resolved, we end the call.
But what I am interested in is
(1) when we dial in a number, how does it get routed to a particular tech support person
(2) what are the basic infra structures required for this task
(3) any estimates of the approximate costs of these ?
By now, it would have been clear that I am planning to start a call centre business . Well it is yes and no. Yes for starting a call center business and no for the part that I am starting.
If the call center is in India and some body dials in from US, how does the call get transferred ? Is it through VOIP ? If so, what are the hardware requirements for such a communication channel ?
I know I am asking too much, but, would like to see how much info I can collect on these. Thanks Guys.. |
Here are answers to your 3 questions. I have tried to give most simple way to explain.
1. You need to pay to get toll free number (i.e. they call it 1-800).
2. Once you have your toll free number, you need to set up h/w (like normal EPABX system) to quickly take call someone made on your toll free number to other local line in order to keep your toll free number available.
3. once you have call on local line, based on your need (after identifying the caller), you need to divert to some specific person to answer.
4. above cycle ends when caller disconnects the line.
Now to get above setup, mostly everything varies as per your requirements. For eg.
1. How would you like to get identity of the caller.
2. Are you interested in storing communication happened between your caller & Tech person who responded the call?
3. How much information should be readily available to the person who is attending the call without him/her wasting time on getting information from the caller.
4. Voice recognization needs to be supported by the system or not.
Hope above gives you somewhat clear picture. All the best. |