Computer-telephone integration is a vital aspect of the technology employed in today's call center. New trends in CTI include Internet and intranet capabilities and support, such as voice messaging and live Web calling. Long distance networking for call centers is becoming more complex. Not only do companies have to worry about incoming and outgoing calls, Internet and Web features are necessary. Staffing and Retention Labor costs are usually among the highest within a company.
Call centers are no exception.
In order to get the job done right, the right people must be hired and retained. Usually, there are about 11 to 20 agents per supervisor. The supervisor handles complex or difficult calls as well as duties such as coaching, training and monitoring service levels. Recruitment and interviewing of prospective agents is also a large part of their job. Recruiting great call center professionals can be a daunting task.