Why Call Center Business Success Relies on IT Asset Management
January 23, 2013
By Susan J. Campbell
, TMCnet Contributing Editor
Companies of all sizes have one thing in common – maintaining a satisfied customer base. Whether this means delivering products and services on time, supporting operations on a consistent basis, or answering questions throughout call center channels, the primary goal is the satisfied customer. For many, the supporting strategy demands a call center business to manage these crucial interactions.
Traditionally, companies with a heavy focus on customer care house a call center team internally, managing calls as needed. This worked well when call volume was light and the only way to truly interact was by phone. Today, customers use a variety of channels to interact with a company and call center staff is not necessarily housed within company grounds or even on the company’s payroll. The call center business may very well be provided by a third party vendor such as Voicent
A recent Voicent white paper highlighted the value the company brings to its customer base, offering its VoIP call center services to companies throughout the world. In an e-mail comment received from a customer, the call center business provider was notified of a disruption in service due to a faulty hard drive on the customer’s main server. Prior to that incident, the customer had enjoyed a seamless customer experience for more than eight years.
The incident highlighted a concern within the small business environment – a lack of IT asset management planning and execution. When the call center business is based on VoIP, the computing resources used internally to access such services must be optimized and managed for business continuity. Problems with a hard drive or main server can happen; the important point is whether or not it interrupts service availability in the process.
For the small business, it can be a challenge to implement IT asset management and ensure the optimal performance of the network at all times. It is not impossible, however, even if full time staff is not an option. These organizations can work with outside providers to gain access to the tools they need, securing regular maintenance and updates to ensure optimal performance over the long term.
At the same time, the small business also needs to pay attention to the protection of privacy for all customer information. Depending upon the industry, the business is either protecting information in order to protect the customer, or is protecting information to comply with state and federal regulations.
Either way, it’s an important focus in IT asset management and something Voicent takes seriously when delivering call center business solutions for its customer base. As highlighted in this TMCnet article
, a simple breach of privacy when interacting with the call center can have far-reaching results, damaging the brand in the process.
In nearly every industry, businesses need a way to connect directly with customers to ensure the optimal experience. Voicent can provide the call center business necessary to promote those connections, but the small business must still have the IT strategy in place to ensure continuity in the experience. Only when this is a priority are the full benefits realized.
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Edited by Jamie Epstein