Choosing the Software for a Call Shop

In order to take care of the billing process and keep track of calls it is essential to have some sort of computer software. The system you are planning to select should allow the manager setting up prices per minutes and show the reports of calls that were made by the customers. For the operator the installed software has to provide a possibility to control the booth status, what amount to charge and generate invoices or receipts.

Usually the owner of the shop in not present during the day. This is the reason why it is a must for software to keep track of the calls precisely and to not allow any interference with the records. And in order to manage a business more efficiently it is important having a remote access to all the call records, so that the owner can check them from home, other office or during vacations.
Certain VoIP service providers include the billing software as part of their service. That’s considered an advantage, because you the software absolutely for free. But there’s a big disadvantage as well, the system will work only with that certain VoIP provider you are subscribed with. So in case if in the future you will come across a provider with better quality or rates, it is going to be more complicated switching from one billing software to another. It is much better if you can get billing software that is capable of working with any VoIP provider allowing you to change your mind at any point in time.
While choosing billing software, do not forget to consider the technical support coming with it, friendly interface and the accessibility to upgrades or enhanced version. The telephony industry is changing rather quickly and you just don’t want to be stuck with you old software.
The chance of managing several call shops from the unified software platform is important for organization with growth potential or already existing enterprises owning numerous call shops.

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Silent Monitoring

Feature is useful for managers or senior agents of call centers. It allows monitoring phone calls between agents and clients. Silent monitoring is usually used for educating purposes, but on continuous basis in order to ensure the quality of service provided to clients and to improve productivity. At the same time, before the connection with the agent, the caller has to be informed that the conversation will be monitored with the purpose of improving service. The agents however are not aware of the fact that they are being monitored.

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