Call Centre Solutions
How a Call center solution will help my business?
Call centers help to save employees time so that they can improve their productivity and increase profit. A Call centers solution help the customer fast, create the log of customer service, revive the feedback from customer and etc...
The challenge for small organizations is that they need advanced service, sales and collections applications, but do not have a large group of agents to share the costs. Until recently, most small companies could not afford to acquire the contact center technology and applications needed to give them a servicing advantage, but this has changed as feature-rich and functionally broad contact center infrastructure offerings have entered the market.
Telephony is a term used to describe a technology that enables a user to receive and conduct calls through their computer. Although today the majority of all modems include telephony capabilities, the user must have software that enables him or her to take advantage of this technology.
About our Call Center Solution
FAQ About Call Center Solution
Q: How many people should my call center include?
Every business has different needs. One variable is the call duration. Some businesses may have extended conversations with their customers to design custom packages.
Others may be straightforward orders and the calls last only seconds. Another variable is the frequency of calls. How many calls are expected for a half-hour’s time? If the answer is in the hundreds, the business is certainly going to need more than one or two agents at the call center.
What services do I want the call center to perform for my small business?
The two major categories of call center services are customer service and sales. The latter is responsible for scheduling appointments, taking orders and interacting with marketers who wish to advertise with a company.
Customer service support makes itself available for feedback from customers. They may also make outgoing calls to customers who have not left a response on their own. With some businesses they may act as dispatchers, improving communication between employees and making sure each is aware of their personal goals for the day. Customer service support doesn’t need to communicate exclusively with phones.
Could I set up a call center from my own home or business?
It is absolutely possible and a rather economic decision to establish your own call center. However, it is not as simple as equipping a few people with phones. There are several factors that should be kept in mind.
First, it is important to have a space specially designated for the call center. This area should be out of the way from regular traffic. If the call center is out of the home, be sure it isn’t near a child’s bedroom or a family room that has a predisposition for being noisy. If at a business, it should not be affected by interference from the typical goings-on.
What is the overall goal in hiring a call center for my small business?
In a single sentence: A call center will serve as the primary point of contact for a business. The point of hiring a supplier is to make interactions with the business convenient and effective.
The people who answer the phone are representative of the business so it is important to hire ones who are right for the job, not those who will do it for the least amount of money.
Contact Center vs. Call the different
1. The difference between a contact center and a call center lies in the services offered.
A traditional call center handles inbound and outbound service support for businesses. This can include purchase orders, post-purchase surveys, order placement and status, technical support and more.
Contact centers represent an evolution of the call center and handle customer service in today’s digital age. They handle and process a business’ communication needs in multiple formats: telephone, email, live chat, snail mail, and in a growing trend, social media interactions.
2. What are the pros and cons for each center type?
Traditional call centers can help ease the day-to-day burden on your business.
They enable you to focus on managing and running the core functions of your business while by handling the telephone inquiries/interactions, general Q&A, order placement & status, front desk functions, technical support/help desk, and much more. Typically, the services offered by these providers’ costs less than a full contact center, and for many businesses, telephone handling is all that may be needed.
Contact centers, on the other hand, cover everything. If your business has a heavy volume of mail, email, social media, and/or telephone traffic (both inbound and outbound), a contact center is an option worth exploring. What is the importance of live chat and support for social media? The internet never sleeps and the potential of a customer contacting your business, at any time of the day/night, never stops either. Many times, the availability of live help is a vital factor in customer satisfaction rates. This makes live chat an important part of your customer Communications / Interaction program. Add in the growing functionality of mobile devices, and live chat/social media interactions gains even more importance. Agents at contact centers have the ability to handle chat requests and social media posts/interactions 24 hours a day. They become ‘virtual assistants’ who help customers get the information they need without time-consuming phone calls into your office.
3. Why do people mix or confuse these two terms?
Most businesses in the industry are contact centers that offer different levels of service. Companies may hire them for telephone services only, or they may use the center for all communication needs. Some businesses, however, have stuck to their expertise as call centers and do not offer other services.
Therefore, all contact centers are call centers, but not all call centers are contact centers. What is a universal agent or shared services environment and when might this be beneficial? A “universal agent” or “shared services” environment describes an agent who handles all the services the center provides — a ‘jack of all trades’ who may handle not only different service support options for your company, but also for other companies as well.
For call centers, this means the agent has expertise in answering customer calls as well as performing other services — live chat interactions, email transactions and support, data entry, social media interactions, etc. It is worth noting, however, that not all centers operate in a shared environment model.