Customer Contact Centers (Call Centers)
A customer contact center (previously referred to as a call center) is a feature that allows a department to handle a large volume of telephone calls in an efficient and effective manner. A customer contact center directs incoming calls to an available agent, much like you see during fund raisers or telethons.
A customer contact center is designed for work groups or departments, such as help desks, registrar's office, admissions office, reservation desks, customer service, ticket sales, or desktop support.
Initially, call centers were designed to process telephone calls. They have now evolved to become customer contact centers, processing all types of media transactions, not just telephone calls. The customer contact center is often viewed as the core of a business due to its critical role in maximizing customer satisfaction while at the same time realizing efficiency.
Integral parts of a customer contact center include:
- representatives (called agents) who handle customer requests
- a supervisor who manages the service
- technology for the routing, treatment, and
fulfillment of the request
Goals of a customer contact center include:
- deliver customer satisfaction through prompt, professional, transaction handling
- control costs by using resources and technology more efficiently
- help staff work more productively
- increase profitability
Applications Available at U-M
Customer contact center applications that are available through the University of Michigan include the following:
Automatic Call Distribution (ACD)
Automatic Call Distribution (ACD) is a powerful software feature for the electronic telephone. This feature distributes incoming calls equally to a predetermined group of ACD agents (department employees). It holds calls in queue if all agents are helping other customers. Music and announcements can be provided for customers waiting in queue.
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Symposium Call Center Server
Based on ACD, Symposium Call Center Server offers a complete, internet enabled communication solution for handling customer contacts. Features of the Symposium Call Center Server include:
- Round the clock reliability
- Powerful, skill-based routing
- Adaptable call handling
- Total call tracking
- Customized reports
- Real time displays
The Symposium Call Center Server can integrate a wide range of multimedia capabilities for call handling, including voice messaging, interactive voice response, outbound calling, and fax.
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Call Prompter
Call prompter technology can transfer a caller to a department, specific employee, or recorded information using one digit commands issued from the caller's touch tone telephones. Rather than funneling all callers through one point, the call prompter allows callers to route themselves to several distribution points. Call prompter can be used with other technologies such as ACD and hunt groups.
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Voice Menu Service
Voice Menu Service uses a specific voice mail to provide the same functions as Call Prompter.
Integrated Contact Distribution (ICD)
Equipment for Use with Customer Contact Centers
Several headset models and accessories are recommended for use in your customer contact center:
See Headsets.
An expansion module for the supervisor's electronic phone set is also available:
See Meridian M522: Meridian Mate Expansion Module.
Additional Information
You can call ITCom Customer Service at 763-2000 or send e-mail to callcenters@umich.edu for additional information about customer contact centers.
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