USA Call Center Infrastructure

Home |

USA Call Center Infrastructure [Apr 04 2009 00:35:09]
Infrastructure is the most critical asset of a call center after human resources. Call center infrastructure should be well facilitated to maintain multiple applications and systems for multiple clients. So that it is very important for an outsourcing vendor to select the right infrastructure and architecture.

Infrastructure of a call center includes the following criteria:
1.Software
2.Hardware
3.Network

Software
Software is very important in a call center. Many Customer Relationship Management software are available that gather information about all customers. Customer Relationship Management software also accepts segregation of the customers into different angels and calculating the value of each type.

Hardware
A call center should have state of the art hardware components such as Computers for agents, LAN, Predictive Dialer, Fax, Automatic Call Distributor, Computer Technology Integration, Web Integration, Voice Logging and Messaging, and Interactive Voice Response. Integration of these different hardware becomes easy if they have a single platform.

Network
The network (telecommunication and other) is the system that connects a caller with the agent. The basic components of a network include Router, LDC, PSTN, Modem, Ethernet switch, and call center Server. The LDCs in the two regions are connected through the International Private Leased Circuit because the outsourced call center is located in another country. Call Center companies have recently started using the VoIP technology. The VoIP is used to transmit voice, fax and data to another location through Internet Protocol network.

The client and the customers are generally located in a developed country such as the USA and outsourced vendor is located in an offshore destination such as Bangladesh. The customer first connects to a PSTN at the client site; the call is then routed over to LDC in the USA. This call is further connected to Bangladesh through the IPLC between Bangladesh and the USA. The Bangladeshi LDC and a local loop transfer the call to the call center server through a Router, while the data is transferred to the call center LAN.