Document Management System

What is a Document Management System (DMS)?

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With the huge volume of documents and data handled by call centers on a daily basis, it’s no wonder that management can become overwhelming at times. Even when opting to go paperless, companies will continue to create, receive, and collaborate on documents in a virtual setting, making the need for a centralized organizational system even more apparent.

While creating, collecting, and compiling documents is relatively straightforward, companies may run into problems when trying to organize and store them in a highly secure yet easily accessible way. That’s where a document management system (DMS) comes in. 

The following post outlines what a DMS is and how call centers can leverage this solution to effectively manage company documents and data.

What is a document management system?

A document management system is an automated software solution, designed to store, manage, and track all documents and data that passes through a company. A modern DMS will often provide comprehensive search capabilities, metadata tagging, access controls, and robust security processes to protect files.

By implementing a DMS, call centers can relieve some of the pressure on agents to manually check all incoming emails — often an unfeasible task due to the impossibly high volume. A DMS can open this wealth of incoming information, scan it for electronic distribution, and organize it within a centralized database so that agents can easily access it whenever they need it.

What are some important DMS use cases?

What’s more, a document management system comes complete with key features that streamline agent workflows. This helps boost overall productivity and performance for the call center. A DMS give your organization the ability to:

  • Create and edit documents directly within a centralized database
  • Organize documents by subject or project
  • Securely share and collaborate on documents
  • Track the full version history of documents
  • Access all workspaces and documents from a remote location

Using a modern DMS helps to simplify the document life cycle and management process, sorting and storing data based on internally-set guidelines.

What are the benefits of using a document management system?

The right document management system delivers many benefits for both customers and the call center itself. We outline some of the most important ones in more detail below.

Enhanced security

Security is a priority for any document management system worth its name. All documents and data that enter and leave the call center are stored securely in a central, accessible database. As an additional security layer, your call center can limit permissions and redact information within sensitive documents, so that only approved users can view them or make changes.

Lower storage costs & greater flexibility

As commercial property prices continue to soar, the costs associated with storing paper documents have become far higher. In addition to reducing the need for physical storage space, a DMS also increases the flexibility and mobility of the call center since agents can work remotely thanks to the online centralized database.

Higher productivity

Using a DMS means agents don’t waste time looking for important files from various sources and platforms. Anyone with approved access can quickly and easily find the documents they need through the software’s integrated search feature.

Improve call center performance with a quality DMS

With the quantity of documents and data that even small companies generate and need to manage, a quality document management system can quickly become the backbone of your business. Greater flexibility, better customer service, and robust security are only the tip of the iceberg when it comes to what a DMS can do for your call center.

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