Tag Archives: call center

The Most Important Benefits of Virtual Call Center Software

virtual call centerMost business owners know what a call center is. A call center is typically a large group of call center executives working in a single location. What is a virtual call center though? Though only difference is the location. A virtual call center removes the large investment and resources necessary to handle a customer service team. The emergence of virtual call centers has allowed even the smallest of businesses to use call centers. Below we’ve outlined a few of the biggest benefits of virtual call centers.

Mobility and No Location Consent

Virtual call centers permit you to hire agents all over the world. This provides you with a larger talent pool, all the while ignoring distance. Another benefit of remote call center employees is that they won’t have to commute, which can play a role in reducing office stress. Self-oriented and relaxed environments tend to increase efficiency as well.

Reduced Upfront Cost

Virtual call centers cost less than traditional ones because you pay less in office rent and don’t have to invest in as much hardware. Unfortunately, traditional call centers require hosted servers, a PBX, and phone terminals.

A perceived drawback to virtual call centers is that customers will be able to tell the difference. Fortunately, this is not the case. Thanks to virtual call center technology, customers won’t be able to tell that your employees are all scattered in remote locations.


Virtual call centers are cloud based, which are better for the environment; their data centers use less wattage to provide back-up power and cooling for their data centers due to superior hardware setup. Also, as mentioned as above, your employees don’t have to burn up as much gasoline traveling to and from the office.

If you have any questions regarding a virtual call center or business phone systems in general, please contact Advanced Communication Systems today at 800-750-3624. You can also follow us on Facebook.

In’s and Out’s of a Contact Center

What encompasses a contact or call center? If you talk to customers every day, solve customer issues, manage inbound requests,  communicate using e-mail, text messaging, live chat and social media then you would definitely benefit from a call center.

There are many important features to a contact center, but here are a few that are critical.

Voice over IP (VoIP)

VoIP technology is a vital aspect for modern contact center operations.  VoIP solutions have numerous benefits, including lower costs such as fewer phone lines as well as more free space with fewer wires and less hardware.  Agents can use their smartphones or computers to answer calls from anywhere! You simply need an Internet connection. Because of VoIP, both internal and external processes and interactions are more streamlined and connected.

Nuts and Bolts of Call Center Capabilities

contact center’s main function is call efficiency. It allows managers  to listen in and “monitor” employee phone conversations with customers, “whisper” discreetly to the agent during the conversation and “barge” into the call itself if additional insight or help is needed. These features enable supervisors and executives to experience and track in real-time the quality and effectiveness of these calls and interactions, ultimately increasing productivity, customer satisfaction and revenue.

Reporting – Call History

Reporting and performance analytics features are becoming increasingly essential for contact centers and organizations to better analyze their business and manage their teams in the most effective way possible. Performance insights, such as detailed call history for both inbound and outbound calls, give management visibility into team member’s strengths and weaknesses, which can provide context when making staffing decisions. The data is available in real time and in multiple forms, including call queue reports, agent detail reports and dialed number statistics. 

The “Social” Game

Customers frequently bypass the call option altogether and go directly to social media channels. To stay ahead of the game on this, contact centers/businesses need to have the proper platform monitoring tools in place. These online interactions sometimes are a bit touchy as some folks use social media platforms to air complaints or issues. It is vital to monitor you company’s social activity to ensure that issues are addressed effectively as soon as they crop up.

Employees need to know how to communicate effectively and constructively with customers in order to establish trust and good will. Regardless of the customer’s sentiments when reaching out, the right response can turn the conversation into a positive experience and better business.

No matter the size of your company, a contact center can provide customer satisfaction 24/7 and help make your business a success!  Visit ACS to download a complete guide to contact centers.

Do You Get Complaints about Customer Service?

Every company is on a mission to provide its customers with the best service available, but is yours falling behind? Customers and clients routinely call in to your business to ask about products, services, corrections to bills, technology issues, you name it! But with the frequency of these calls can also come a frequency of complaints about the kind of customer service they are met with when they pick up the phone. What are the top complaints about customer service calls, and how can your business address them successfully? Read on to find out more.

Let Me Put You On Hold…

Probably the most-hated six words in the customer service world. Customers hate to be put on hold, or, more specifically, they hate long hold times. A short time is generally understandable, but when the minutes start ticking away and they still have not heard back from you, customers start to feel like you are wasting their valuable time. There are several ways to cut down on hold times and improve your customers’ experience with your company. First and foremost, you need a reliable telecommunication system that can get your customer connected with the exact representative they need right off the bat. You can also consider using automated systems for the small, simple issues (i.e. checking an account or profile, conducting a simple transaction) so that customers are not kept on the line waiting to be talked through a relatively simple process.

Let Me Transfer You…

Another unpopular phrase. Having to transfer a caller once from a reception line to an individual’s office may be understandable, but if your customer gets switched back and forth to different people over and over, it can be frustrating and irritating for them. Make sure that your telecommunication system is set up so that everyone is easily accessible. You want to make your customer’s experience as quick, efficient, and seamless as possible.

Want to set up a reliable telecommunication system for your office to improve customer service? Contact Advanced Communication Systems today!

Call Center Complaints

All About Advanced Communication Systems

Advanced Communication Systems, located in Maryland, is a national vendor of a wide variety of telecommunications products. We are here to help you select the communication system for your business.

And we have experience in every major industry sector and business size.

For more information, please contact Advanced Communication Solutions by calling 1-800-750-3624 or visit BuyTelephoneSystem.com today! You can also follow Advanced Communication Systems on Facebook, Twitter, LinkedIn, and Google+ to stay up to date with all of the latest developments and news in communication systems.



Small Medium Business Phone Systems :: Cisco Telecommunication Products

Over the last few weeks, Advanced Communication Systems (ACS) has highlighted some of the most popular business phone systems design for the Small Medium business (SMB) market. This week, we are going to focus on one company in particular: Cisco.

Cisco Small Medium Business (SMB) Phone Systems

  1. SMB Offerings: Cisco offers several SMB phone systems, including: UC320W (1-16 users), UC500 (40/60) (10-136 Users), and Business Edition 3k, 5k, 6k (300-500-1000 Users).
  2. SMB System Capability: Cisco SMB phone system solutions scale from 2 to 1000 phones, depending on platform.
  3. SMB Digital and IP Phones: All Cisco Unified Communications Solutions support both native IP and traditional Analog Phones.
  4. Call Center: Cisco offers three Contact Centre solutions. The first is geared to the very small SMB, the second to the Mid-Market SMB, and the third to the Enterprise Market.
  5. Integration with Outlook: The Cisco UC500 platform does include both a free Desktop connector along with the Server based option, allowing for Outlook integration detailing Click to Call, Screen Pops, Presence and Instant Messaging. If further integration is required, Cisco’s Business Edition could offer a better solution.
  6. And more!

To learn more about Cisco’s SMB phone system offerings, contact Advanced Communication Systems, your local Cisco dealer.

Purchasing a Cisco SMB Phone System Solution

As an authorized Cisco dealer, ACS offers solutions and services that help you leverage the value of your business’s communications investment. We give you more options for voice and communication technology and solutions than any other provider. This allows ACS to custom tailor a communications network to meet your needs today and well into the future.

If you have any questions about Cisco SMB Phone Systems please contact Advanced Communication Solutions by calling 1-800-750-3624 or visit BuyTelephoneSystem.com today!

Our commitment to your organization encompasses your business needs now and into the future. We thoroughly analyze your requirements and devise a solution flexible enough to grow and change as your business evolves.

You can also follow Advanced Communication Systems on FacebookTwitterLinkedIn, and Google+.


Improving Employee Satisfaction and Productivity with the JABRA GN1900 Headset

Are you looking for an office technology that can improve both employee satisfaction and productivity? Well, the answer is quite simple: utilize the JABRA GN1900 Headset

Really, a headset?

Yes! If your business operates a call center or relies heavily on inbound and outbound calls, the quality of your telephone headsets is crucial to your company’s smooth, efficient operation and, ultimately, its success. Other benefits of the JABRA GN1900 Headset include:

•      A quality headset reduces communication errors

•      Reduces shipping and inventory costs

•      Increases customer satisfaction

•      Improves transmission quality

•      Improves call completion rates

•     Reduces average hold time

•      Virtually eliminates expensive callbacks

•      Ensures that complaints are handled quickly and efficiently

•      Provides the image of a first-class operation that cares about its customers

•      The quality of the headset eliminates frustration and discomfort for your employees

•      Improves employee productivity and morale

The Jabra GN1900 Series delivers professional performance and exceptional value. It’s the cost-effective headset investment decision that doesn’t compromise on quality. Designed for contact center use, the Jabra GN1900 Series increases agent productivity and performance. Its noise canceling microphone ensures that background noise from your work environment won’t be transmitted to your customers’ ears.

The Jabra GN1900 Series is available in both mono and duo and its multiple adjustment points make it truly adaptable to individual preferences. Its headband wearing style combined with a lightweight design ensures all-day comfort – even in very telephone-intensive environments.

Features of the JABRA GN1900 Headset

•      Optimized for the cost-conscious contact center

•      Lightweight, sturdy design and professional quality

•      Noise-canceling microphone for noisy environments

•      GN1216 Adapter Required

•      1 Year Warranty

If you have any questions about the JABRA GN1900 Headset or any of the other Advanced Communication Systems products, please contact us by calling 1-800-750-3624 or visit BuyTelephoneSystem.com today!

About Advanced Communication Systems:

Advanced Communication Systems is a National vendor of, Avaya and Cisco telecommunications products. ACS offers solutions and services that help you leverage the value of your business’s communications investment. From traditional voice to Voice over IP (VoIP), ACS gives you more options for voice and communication technology and solutions than any other provider.

ACS has experience in every major industry sector and business size, from small businesses to Fortune 500 companies.

You can also follow Advanced Communication Systems on FacebookTwitterLinkedIn, and Google+.