So you've decided to run your own Call Centre? Wise move. Sure it may as small as a couple of cubicles or as large as 30-40 seats but regardless, you have realised that to excel in the online world, you will need to provide top tier customer service.

Quality customer service comes at a cost and you are going to require a whole lot of things you may never have needed before.

Telephony

You will need to make use of specialised customer service telephony systems to deliver some or all of the following features:

• Call queues.
• Automated menus.
• On-hold music.
• Interactive Voice Response functionality (IVR).
• Call-back capabilities.
• Voice-over-IP (VOIP).

Specialised customer-service software

To support the telephony systems, you will need a variety of specialised customer service software capabilities such as:

• Integrated direct support channels such as web, chat and email.
• Outbound call queues.
• CRM Integration.

At FourFires, we can assist you in defining the level of customer service you will wish to offer and then work with you to define a solution that meets those requirements.

We can also show you how to extend your marketing program into the call centre and begin utilising your call centre infrastructure to generate extra revenue. Start now.