A contact center, also known as a customer interaction center, is a central point of an organization that manages all customer contacts through various communication modes from one location. It allows organizations to interact with customers, provide services and support, make sales, and build business relationships. Key components of a contact center include its layout, agent workstations, electrical and networking infrastructure, contact center applications, and communication channels like phone calls, emails, chats, and social media. Setting up an effective contact center requires selecting reliable vendors, evaluating their solutions and services, and ensuring scalability, interoperability, and competitive advantages.
2. A contact centre, also known as customer
interaction centre is a central point of any
organization from which all customer
contacts are managed
Collective handling of multiple
communication mode at one location is
known as a contact centre.
3. To interact with customer
To provide services
To provide supports
To make sales
To make business relations
To hear customer concerns
Ex: Customer Enquiry Company Contact
Center Agent answer the enquiry
Customer Satisfaction
4. Layout/Flow
Agent Workstation Size & Accessories
Electrical Information
Space Maximization
Other Call Center Areas
Ergonomics
Furniture Lifecycle Costs
5. Data Network
Voice Network
Contact Center Applications
Client/Server Machines
Software Operating Systems/Applications
6. LAN Card on Client/Server Machine
Layer-2 Switches
Layer-3 Routers
High speed bandwidth
7. PSTN/VoIP connectivity
PSTN/IP Audio/Video Telephones
Digital/IP-PBX/ VoIP Gateways/ Servers
PSTN/ IP based Toll Free number
9. Agent Computers
Application specific Server Machines
10. Client Operating System for Agent
Server Operating System for Applications
Licenses
DHCP/DNS/Directory/Mail Servers
CRM/Database
11. Letter
Fax
SMS
Audio Call
Video Call
E-Mail
Web Chat / IM (Instant Messaging)
Social Media
12. Data Network Vendor
Voice/Data Service Provider Vendor
Contact Center suit vendor
CRM/Database/Mail/Directory Vendor
Client/Server Hardware Vendor
13. Features on L2/L3 Switches/Routers
Scalability/Performance
Vendor Interoperability
Services and Supports
Competitive Advantage
14. PSTN/IP Toll Free Number
Bandwidth Speed/Quality
Capacity support for PSTN and Bandwidth
Public IP Pool
Bandwidth Usage Report
Call Details Records / Bills
Layout/Flow __ Do you have a floor plan, or do you have an AutoCAD plan of your space? __ Do the aisle widths between workstations comply with OSHA and city codes? __ Is there a good flow to the bathrooms and rest areas? __ Are the supervisors properly positioned and do you have your desired supervisor to agent ratio? __ Do the agents need to see the supervisor? If so, what is the balance between supervisor privacy, noise control and the height of the panels? Agent Workstation Size & Accessories __What tasks are the agents performing; do they need a lot of workspace? __What is the type of business being performed? (Typically, an outbound center has smaller stations and an inbound center has larger stations.) __Is overhead shelving or pedestals needed for storage? __Is a paper management system needed? Electrical Information __Does the space have outlets to utilize? __Will you drop the power in from the ceiling or will it come up from the floor? __What kind of equipment will be at the desk? __How many outlets does each agent need and what kind of power is required in the agent station runs? Space Maximization __How many agents are needed now? Does this figure account for future growth? __Is the furniture reconfigurable should it be needed? Other Call Center Areas __Is a training room needed? If so, would you prefer tables or workstations? __If a reception station is needed, is a straight level or bi-level counter important? __Do the administrative offices need to be reconfigured? __Does your center have the needed amount of copy/print centers? __Have you planned for huddle or conference rooms? __Do the break rooms accommodate current needs? Ergonomics __Have you considered seating? A multi-adjustable chair is a key ergonomic feature. __Do your workstations include adjustable keyboards to help prevent repetitive motion injuries? __Does each station have a footrest to help promote movement and circulation? __Are monitors adjustable to accommodate different viewing angles? __How will you educate your employees on how to properly use/adjust the ergonomic equipment? Furniture Lifecycle Costs __Does your current furniture offer a Lifetime Warranty? (If not be sure to consider this in your purchasing decisions.) __Are the individual panels in the workstations replaceable? __Do you have solid, durable furniture that can withstand the demands of a call center? __Are the connectors that connect panel walls together steel vs. plastic?