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Noble Systems Corporation (NSC) was a privately held company based in Atlanta, Georgia, which developed call center technology, including outbound dialing systems for collections and inbound call management systems for customer relationship management (CRM).
The subsequent routing of the call may be done in many ways, ranging from simple to complex depending on the needs of the owner of the toll-free number. Some of the available options are: Time-of-Day (TOD) routing An example of using TOD routing would be a company with a call center on the east coast and a call center on the west coast.
Businesses choose call avoidance techniques because person-to-person service calls are time-consuming [citation needed] and costly [citation needed] and should be accessed only when there is no viable option. Voice calls can then be reserved for high priority customers, complex service requests, or emergency situations where the quick response ...
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Skills-based routing (SBR), or skills-based call routing, is a call-assignment strategy used in call centres to assign incoming calls to the most suitable agent, instead of simply choosing the next available agent. It is an enhancement to the automatic call distributor (ACD) systems found in most call centres. The need for skills-based routing ...
The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
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