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 nameFigure 5-2. Whoever picks up first, takes the callFigure 5-3. A second incoming call rings all instances of Skype not already engaged in a callFigure 5-4. Whoever picks up first, takes the second callEven 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:
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 HackIf 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:
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