Hack54.Set Up a Call Center

Hack 54. Set Up a Call Center

A single Skype usernamesay, XYZCorpCustomerServicecan support many simultaneous callers, therefore supporting call center functionality at a fraction of the normal cost.

Works with: Windows version of Skype.

If you have an existing call center, or are thinking of setting one up on the cheap, you might be surprised at how simple Skype makes this. Presumably, you already have the computers and network infrastructure in place, as no modern-day call center can do without those, so it's just a question of configuring Skype to connect your call center with your customers.

One particularly useful feature of Skype is its ability to run on multiple computers under the same Skype usernamesay, XYZCorpCustomerService. Then, when someone calls XYZCorpCustomerService, all running instances of Skype logged on under the username XYZCorpCustomerService will ring (see Figure 5-1). Whoever picks up first will take the call (see Figure 5-2).

Now, while that first call is in progress, suppose someone else calls XYZCorpCustomerService. All instances of Skype not already engaged in a call will ring (see Figure 5-3). Whoever picks up this second call first will take that call (see Figure 5-4), and so it goes, until no available instances of Skype under the username XYZCorpCustomerService are left. As calls are completed and parties hang up, running instances of Skype are returned to the pool of available phone lines for XYZCorpCustomerService. Skype's behavior in this regard is just what a call center needs.

Figure 5-1. An incoming call rings all instances of Skype logged on under the same Skype name

Figure 5-2. Whoever picks up first, takes the call

Figure 5-3. A second incoming call rings all instances of Skype not already engaged in a call

Figure 5-4. Whoever picks up first, takes the second call

Even though setting up a call center using Skype is simplicity itself, you may find it useful to work through this checklist, in the order shown:

1. Check your bandwidth and latency. All the computers that participate in your call center will most likely share the same connection to the Internet. As the Internet is a shared resource, you must make sure that your connection has sufficient bandwidth, and low enough latency, to make call quality acceptable. You should budget 128 Kbps, both upstream and downstream, per concurrent phone call. Thus, for N machines (instances of Skype), you should have a minimum bandwidth of N x 128 Kbps. Latency should be less than 0.2 of a second. You can measure both the bandwidth and the latency of your Internet connection using "Test Your Internet Connection Bandwidth" [Hack #33] and "Test Your Internet Connection Latency" [Hack #34].

2. Install Skype on your computers and set them up so that the same Skype username is used on each one. If you have to roll out Skype across more than a handful of computers, you may find "Automate Skype Installation" [Hack #52] useful.

3. Fit each machine with headsets or handsets. If users are expecting to spend prolonged periods in calls with customers, headsets are probably best, as they're both comfortable (if well chosen) and hands free.

4. Publicize your call center Skype name to let your customers know how to contact you. And if they're not already Skype users, suggest they download and install Skype.

5. Using Skype-to-Skype is clearly the most cost-effective method of Skype-enabling your call center. However, if you think it's unreasonable to expect all your customers to use Skype just to talk with you, you can set up one or more SkypeIn numbers for XYZCorpCustomerService.

What I've described so far is merely the most obvious way of configuring Skype to achieve the functionality commonly associated with a call center. But don't be afraid to experiment, because if you do, you will surely find new and innovative ways to use Skype's technology to raise to a new level the services offered by your call center.

5.4.1. Hacking the Hack

If your call center is your first point of contact for your customers, you might want to back it up with a second rank, such as technical support. Again, Skype makes this very easy to do. By giving your technical support staff Skype namessay, XYZCorpTech1, XYZCorpTech2, and so forthyou can use Skype's conference call feature to add technical support staff to a call on an ad hoc basis.

Using our existing example, suppose that whoever is talking with the customer on call 2 decides that technical support is needed. In this case, here are the steps required to bring technical support into the call:

1. Put the customer, whose Skype name is, say, XYZCustomer, on hold (select Skype Call Hold).

2. Tools Create a Conference Call…; in the conference call dialog that appears, add XYZCustomer and XYZCorpTech1 and start the conference call).

3. If necessary, talk briefly with XYZCorpTech1, and then take XYZCustomer off hold (select Skype Call Resume Conference with XYZCustomer).

4.