communications systems are essential to all organizations. As
with all other technologies, these systems are becoming both
increasingly cost-effective and complex. Todays executive is
faced with new opportunities to process information provided via
the telephone. Automatic Call Distributors (ACD), voice mail,
integrated voice response, campus-wide systems, private
networking, and PBX-computer integration increase productivity,
yet make it difficult for executives to identify the optimal
systems for their unique environment. The evolution of
transmitting voice over IP (VoIP) creates a new set of variables
that must be factored into your long-term technology strategy.
Even experienced voice system administrators can select systems
that do not meet maximum cost effectiveness and are not optimal
for end-user needs. Corporate downsizing can leave gaps in a
corporations ability to properly design and implement new
systems internally. WTCIs consultants analyze clients needs,
prepare requests for proposals, review vendor responses, and
assist with the selection of the most cost-effective systems
that satisfy clients needs.
Call center technologies and management has been identified as
critical strategic issues for organizations as they move into
the next century. The service economy demands a high level of
telephone-based support. Organizations that recognize this and
employ the most efficient technologies and management practices
will be positioned to offer enhanced services at the most
cost-effective rates. Call center technologies and management
software are constantly improving while at the same time
customer demands for faster response have forced many
organizations to consider their upgrading their facilities,
management, and training.
The planning stage is the most critical portion in the
implementation of a call center. WTCIs experience in assisting a
major airline and a Regional Bell Operating Company with these
types of projects have given us great insight into the pros and
cons of available systems. The most important selection criteria
for call centers are those that center on each organizations
specific application of the system. No system brings the perfect
solution, making it important to understand abilities and
WTCI has developed management practices that have been employed
with great success by 38 telephone company call center offices.
Customized practices that reduce personnel requirements have
also been developed.
WTCI has over 10 years of experience with ACDs and Force
Management software and provide assistance from initial design
through implementation and training.