Custom Communication Centers
Transmitting and receiving large volumes of enquiries is no longer mostly dominated by telephones. The world of technology and communication have both equally exponentially evolved such that referring to call centers as that would be greatly underselling their capabilities. At TDG we refer to call centers as communication centers because that is exactly what our products are.
Whether the communication center is for an international corporation, a country, a church, or a small entity, we are ready to sit down and work on a suitable solution for you.
We like to think that we have everything to do with communication centers covered. If you give us an empty/vacant ground, we can easily build a communication center of your choice. Likewise if you give up a room or a hall or a floor, we can just as easily set up your communication center.
No two jobs are similar. Everything from headsets, handsets, computers, communication center management software and hardware, can all be customized to the needs of the client. We can provide everything needed.
Communication Center Categories
Communication centers can be categorized into two based on ownership.
- In-house call communication centers – these are owned and operated by the company
- Outsourced communication centers – these are operated by a third party on behalf of the business
Communication Center Types
These are types of communication centers that we can build for you:
- Inbound Communication Center – They receive calls coming into the center from customers/clients. The objective is to respond to and resolve as many clients’ issues as possible whatever they maybe depending on why the call center was established.
- Outbound Communication Center – These centers fundamentally make calls. The call center agents provides outgoing sales and marketing efforts and or lead generation to expand the reach of the client’s business at minimal cost. Outbound call centers are also useful for conducting surveys and collecting market research.
- Automated Communication Center – Computer-based systems handle caller responsibilities. Automated electronic processes make it possible for businesses to stay in touch with their clients at all times.
- Multichannel Communication Center – “Multi” literally means many. A multichannel communication center allows the business to interact with clients over several communication channels. These channels usually include voice, fax, chat, SMS interactions, email, and webpage forms. These channels are usually not integrated together because each channel functions through a different technology.
- Omnichannel Communication Center – “Omni” literally means “all”. The communication center integrates client’s information and communication from voice, fax, email, social media, live chat, web contact forms and many more available channels. This call center allows clients to communicate through their preferred channel. All client’s information and communication can be accessed from a single platform such as a webpage.
- Virtual Communication Center – these communication centers enables businesses to manage both inbound and outbound calls from anywhere in the world, provided there is an internet connection. These centers are usually cloud based but custom ones can be made.
The Winning Processes
These are some of the in-house patented processes that we follow as we tackle your communication center projects.
Ideation
Our team will sit down with you to understand your project wholly so that we can come up with the best possible ideas to produce your desired outcome efficiently.
Prototyping
Prototyping is a critical step for aligning all stakeholders. This is when the team rinse and re-rinse your concepts and confirm how solutions will be used or applied. All friction points and their solutions will be found at the stage.
Building
In this phase, all the outcomes from the prototyping phase are put into practice. The solution development team is put into place and the solution is built following the clearly defined set expectations. Solution fitness tests, decisions to go live and implement the solution, future iterations, support, or termination plans are decided here.
Scaling
Scaling up happens when the proven solution passes the build phase and is deemed ready for use by many. Scaling is a big step and a large investment for organizations as it requires a budget and careful planning. The impact and value of innovation is only fully achieved through scaling and adoption not from ideation or prototyping. Companies that scale and adopt innovation create the desired business impact, achieve accelerated business performance, and gain sustained competitive advantage. Our team has the resources to assist all our clients t scale up as needed.
Support
After the completion of your project, the TDG team will always be available to support your solutions to make sure that they are working as expected. Client support is at the heart of what we do.