Call Center Architecture

The architecture of a call center includes telephony systems (PBX, VoIP), Automatic Call Distributors (ACD), Interactive Voice Response (IVR) systems, CRM integration, workforce management tools, and analytics platforms. It ensures seamless call handling, data integration, and efficient communication across multiple channels.

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KRA (Key Result Area) outlines specific performance goals, such as customer satisfaction or call resolution rates. KPI (Key Performance Indicator) measures the effectiveness of achieving these goals, such as average handle time, first call resolution, and customer satisfaction scores.

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Call center experience involves handling customer inquiries, resolving issues, managing complaints, and providing product/service information through phone, email, or chat. It requires strong communication skills, problem-solving abilities, and company policies and systems knowledge.

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The infrastructure of a call center includes telecommunication hardware, computer systems, networking equipment, software applications for call management, CRM systems, and workforce management tools. It also involves physical spaces like agent workstations and server rooms.

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