PBX service system of call center needs to handle a large number of calls and maintain the normal operation of other systems. Pre dialer and other devices as well as third-party platform can easily integrate with PBX of call center. Pre dialing system is one of the common devices used to route calls to agents according to the needs and arrangements of the system. Having a pre dialing system ensures that calls can be evenly distributed among available agents.
This eliminates the possibility that one or more agents receive calls unevenly, and ensures that customers' calls are less busy or unanswered. This process makes all online agents available and improves the efficiency and productivity of call routing.
Call center monitoring is very important to improve the performance of call center, which is why call center recording system can be used to monitor agent behavior and mediate when needed in most PBX services. The call center recording system provides off-line service for the supervisor, which is used to decide whether the service is provided by the agent or simply hang up.
VoIP used in call center system
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What is VoIP
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