Call Centers give teams more flexibility and many advanced features than Departments. Call Center features include:
- Flexible routing options
- Real-time dashboard and service alerts
- Real-time coaching via listen-in, barge, and take over
- Customizable Hold Queue rules & limits
Let's take a quick look at how you'd create a new Call Center in Dialpad Contact Center and Dialpad Sell.
Create a Call Center
From Dialpad.com, navigate to Admin Settings > Call Centers > Add a Call Center.
Name the Department, then select Create. Dialpad launches an overview of the newly-created Department within your organization.
You're then able to add an abbreviation representing the Call Center as well as local, toll-free, and fax numbers. Shared Lines such as a Call Center can have up to 30 numbers (local or toll-free) each.
Purchase Call Center Licenses
Before you can assign users as Agents or Reps to a Call Center, you'll need to purchase either Dialpad Contact Center or Dialpad Sell licenses for all users.
From Dialpad.com, navigate to Admin Settings > Office > Licenses > Buy Licenses. You'll also find the option to purchase licenses in the Billing menu. Both will display an overview of licenses on your account.
Purchase the licenses you'll need to cover all Agents or Reps in the Call Center.
Add Direct Number for Contact Center Users
Contact Center users can use direct numbers, too. From Dialpad.com, navigate to Admin Settings > Office > Licenses > Buy Add-Ons and complete your purchase of additional numbers.
From there, navigate to Users > Options > Calling > Manage Numbers > Add a Number and assign the number.
Agents & Admins
Assign users as Agents to make and receive calls in the Call Center. Agents can also be granted Call Center Admin or Supervisor privileges.
Business Hours & Call Routing
In the Business Hours & Call Routing section, define when the Call Center is open and closed as well as how calls are handled. It also serves as the area for you to set the Call Center's timezone.
Choose for the Call Center to take calls 24/7, or set it to receive calls only during specific (normal or split) business hours. From there, it's important to set call routing rules.
Dialpad also offers the ability to set holiday hours.
Voice Intelligence
Set up Voice Intelligence in the Call Center to start automatically, turn on or off at the discretion of Agents, and show real-time transcripts when a call or conference begins.
You'll also discover Real Time Assist Cards and Custom Moments in this section.
Integrations
Enable integrations on Dialpad for the Call Center.
CSAT Surveys
Customer Satisfaction (CSAT) surveys are created by Company or Office Admins in Office Settings, and they can be applied to a Call Center here.
Dashboard & Alerts
Set and manage alerts for the Call Center, visible from your dashboard and also distributed via Dialpad message or email.
Advanced Settings
In the Advanced Settings section, take even more control over the Call Center:
- Call Center Caller ID
- Call Center Failover Number
- Agent Settings
- Enable post-call wrap-up
- Enable on-screen notification notifying an Agent that a Supervisor is listening in
- Enable call waiting for Agents
- Enable live dashboard for Agents
- Enable access to call recordings for Agents
- Inbound, Outbound Automatic Call Recording
You'll also see an option to prevent Agents in this Call Center from deleting calls, recordings, voicemails, transcripts, and other call-related data. If the checkbox is filled, Agents are able to delete data at their discretion. It will not impact an Agent who is also an Admin or Supervisor in the Call Center; they'll still be able to delete this data whether or not the checkbox is filled.
Call Centers are able to turn on spam blocking settings just as individual users can for their calls.
To learn more about Call Centers, visit this Help Center hub.
What's Next?
Awesome