Building a call center for small businesses

The increasing competitiveness of companies in the distribution and retail market, resulting from modern opportunities to use the Internet, leads to greater attention to customer contact than ever before. One of the most highly valued forms of communication is telephone connectivity within the framework of a Call Center service. Implementing a Call Center using traditional techniques is expensive and, at the same time, inflexible. The use of VoIP exchanges allows these limitations to be overcome, providing full functionality of traditional digital exchanges and enabling the implementation of services such as DISA, IVR, and Call Center. This article will present a method for building a Call Center in VoIP exchanges for the needs of small businesses.The introduction of new information technologies worldwide has caused a rapid increase in the demand for information and, consequently, has transformed the modern consumer market. The changes in society’s way of thinking and the ubiquity of the Internet have resulted in the emergence of a large number of small businesses operating in the retail sector. It is worth adding that high competition has forced them to operate their warehouse stock extremely efficiently and to minimize the costs of every sales operation. (…)

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