5 thoughts on “What exactly does the call center do”
Ramon
1. The call center is to make full use of modern communication and computer technology, such as IVR (Interactive Voice 800 Call Center Flowing Answering System), ACD (Automatic Call Distribution System), etc., which can automatically handle a large number of various different telephone calls Entering and exhaling business and service operation places. The call center has gradually changed from the telephone marketing center to CTI (computer communication integration) comprehensive call center. It has comprehensively applied a variety of media such as telephone, computers, and Internet to marketing, services and other tasks. 2. The call center is a relatively concentrated place, a service agency composed of a group of service personnel, usually uses computer communication technology to deal with the inquiries and consultation needs from enterprises and customers. Taking telephone consultation as an example, with the ability to handle a lot of calls at the same time, and also have the main call number display, which can be automatically allocated to persons with corresponding skills in the future, and can record and store all coming information. A typical call center based on customer service can have both the function of calling and calling. When dealing with customers’ information inquiry, consulting, complaints and other businesses, customers can conduct customer return visits and satisfaction investigation.
Generally speaking, when the system has more than 3 people who specialize in this kind of call processing, they can be considered a call center. Generally, the staff of the call center is called business representatives (seats), and a group of business representatives is called business group (seat group). A call center can be composed of hundreds or even thousands of business representatives, and small enterprises and small enterprises can also establish a small call center with only a few business representatives according to needs. When an enterprise’s income can be obtained through the telephone system, a call center needs to be established to make full use of the economy and convenience of the telephone system, and increase the income by improving the satisfaction of telephone users and employees’ work efficiency. The call center provides strong information processing tools for employees of the enterprise, making their work more efficient and profitable. The call center must have three basic components: 1) user access systems with automatic call distribution (ACD) capabilities. The ACD automatic future words are assigned to the idle business representatives in the business group; when ACD handles the call, no operator is required to intervene. 2) Collect call center data and generate call management systems (CMS) related to call center conditions and activity reports. Managers can effectively manage through these data and reports. 3) Call center business representatives (seats) and managers. In addition to the above three basic components, the call center can also have the following related systems and equipment: interactive voice response system (IVR); computer telephone integration (CTI), etc. Regardless of the application of the enterprise’s call center, as long as the enterprise regards it as a strategic enterprise department that can directly or indirectly improves profitability, starting with simply, emphasizing the management of the call center and the detailed and optimization of management, the enterprise will will Turn towards the direction of successful and value -added customer relationship management. The research made by many companies shows that if the relationship between the company’s relationship with the customer (or the closer), the more likely these customers will be loyal to the enterprise, and it will buy more goods from that company, even if its price is not impressive people Very satisfied. In addition, these researchers also found that profits increased with loyalty. Generally speaking, the more complicated the application of the call center, the higher the relationship or intimacy between the call center and the customer, and its technology must be more advanced and more complicated. The evolution of the call center must understand how the call center can develop from simple customer contact to an important part of corporate customer relationship management, and can start with the formation and evolution of the call center. Before the call center is generated, store sales are the basic way for transactions. Regardless of whether it is a retail store or a service provider, customers need to be present in person, and complete the purchase, questioning, browsing products, booking services, etc. with the sales staff or company sales. This communication is real -time and face -to -face. As customers become more and more busy, directory sales have become increasingly favored by people. This allows customers to use mail order or call for calling. The launch of the free phone number, such as the 800 number, makes the customer’s process of transaction through the telephone to become convenient, economical and effective. In this way, the phone became a new “store”. Next, marketing staff in all industries gradually realized that the superiority of ordering, sales, and providing customer service through the call center, and regarded it as a way to increase income. Managers who pay attention to costs have found that the call center allows some tasks to complete more efficiently, and can hire people with lower salary, thereby eliminating or reducing the travel costs and related costs, or eliminating or reducing the “middleman in the sales chain “Link. Marketing staff also began to see the call center as a way to track and display the effect of advertising, and the form of advertising has cleverly changed from “creating a picture” to “encouraging customers to call.” In the past few years, as customer needs have become increasingly demanding, companies have further sought new sources of profits, and companies have realized the urgency of increasing transaction volume via telephone communication, such as handling orders, providing customer services, providing sales support Provide customer management. The call center is not a complete customer relationship management system from the beginning, but usually through several stages of development.
Call Center (also known as customer service center) originated from developed countries’ demand for service quality. The main purpose is to provide customers with fast and accurate consulting information, business acceptance and complaints through telephone, AOFAX call center fax and other forms. Through efficient means and experienced artificial seats such as smart call distribution, computer telephone integration, automatic answer system, and experienced artificial seats through program -controlled switches, to maximize customer satisfaction, and naturally make the relationship between enterprises and customers more closely. Important means of corporate competitiveness. With the development and integration of communication and computer technology in recent years, the call center has been given new content: the introduction of distributed technology makes artificial seat representatives not need to be concentrated in one place; In terms of replacement of the work of artificial seats, the call center can run uninterrupted 24 hours; the revolution of Internet and communication methods makes the call center not only handle the phone, but also process fax, electronic letter, web access, and even based on based on Internet phone and video conference. Therefore, the current call center has far exceeded the scope of the past definition, becoming an organization with information technology as the core, and providing customers with interactive services through various modern communication methods.
The call center is simply used to call, and then there are reports such as reports, quality inspections, work orders, etc. This is just a tool, software to improve work efficiency, reduce management costs, and improve efficiency.
n00:00 / 00: 5070% shortcut keys to describe space: Play / pause ESC: Exit full screen ↑: increase volume 10% ↓: decreases by 10% →: Single fast forward 5 seconds studio Here you can drag no longer appear in the player settings to reopen the small window shortcut key description
1. The call center is to make full use of modern communication and computer technology, such as IVR (Interactive Voice 800 Call Center Flowing Answering System), ACD (Automatic Call Distribution System), etc., which can automatically handle a large number of various different telephone calls Entering and exhaling business and service operation places. The call center has gradually changed from the telephone marketing center to CTI (computer communication integration) comprehensive call center. It has comprehensively applied a variety of media such as telephone, computers, and Internet to marketing, services and other tasks.
2. The call center is a relatively concentrated place, a service agency composed of a group of service personnel, usually uses computer communication technology to deal with the inquiries and consultation needs from enterprises and customers. Taking telephone consultation as an example, with the ability to handle a lot of calls at the same time, and also have the main call number display, which can be automatically allocated to persons with corresponding skills in the future, and can record and store all coming information. A typical call center based on customer service can have both the function of calling and calling. When dealing with customers’ information inquiry, consulting, complaints and other businesses, customers can conduct customer return visits and satisfaction investigation.
Generally speaking, when the system has more than 3 people who specialize in this kind of call processing, they can be considered a call center. Generally, the staff of the call center is called business representatives (seats), and a group of business representatives is called business group (seat group). A call center can be composed of hundreds or even thousands of business representatives, and small enterprises and small enterprises can also establish a small call center with only a few business representatives according to needs. When an enterprise’s income can be obtained through the telephone system, a call center needs to be established to make full use of the economy and convenience of the telephone system, and increase the income by improving the satisfaction of telephone users and employees’ work efficiency. The call center provides strong information processing tools for employees of the enterprise, making their work more efficient and profitable. The call center must have three basic components: 1) user access systems with automatic call distribution (ACD) capabilities. The ACD automatic future words are assigned to the idle business representatives in the business group; when ACD handles the call, no operator is required to intervene. 2) Collect call center data and generate call management systems (CMS) related to call center conditions and activity reports. Managers can effectively manage through these data and reports. 3) Call center business representatives (seats) and managers. In addition to the above three basic components, the call center can also have the following related systems and equipment: interactive voice response system (IVR); computer telephone integration (CTI), etc. Regardless of the application of the enterprise’s call center, as long as the enterprise regards it as a strategic enterprise department that can directly or indirectly improves profitability, starting with simply, emphasizing the management of the call center and the detailed and optimization of management, the enterprise will will Turn towards the direction of successful and value -added customer relationship management. The research made by many companies shows that if the relationship between the company’s relationship with the customer (or the closer), the more likely these customers will be loyal to the enterprise, and it will buy more goods from that company, even if its price is not impressive people Very satisfied. In addition, these researchers also found that profits increased with loyalty. Generally speaking, the more complicated the application of the call center, the higher the relationship or intimacy between the call center and the customer, and its technology must be more advanced and more complicated. The evolution of the call center must understand how the call center can develop from simple customer contact to an important part of corporate customer relationship management, and can start with the formation and evolution of the call center. Before the call center is generated, store sales are the basic way for transactions. Regardless of whether it is a retail store or a service provider, customers need to be present in person, and complete the purchase, questioning, browsing products, booking services, etc. with the sales staff or company sales. This communication is real -time and face -to -face. As customers become more and more busy, directory sales have become increasingly favored by people. This allows customers to use mail order or call for calling. The launch of the free phone number, such as the 800 number, makes the customer’s process of transaction through the telephone to become convenient, economical and effective. In this way, the phone became a new “store”. Next, marketing staff in all industries gradually realized that the superiority of ordering, sales, and providing customer service through the call center, and regarded it as a way to increase income. Managers who pay attention to costs have found that the call center allows some tasks to complete more efficiently, and can hire people with lower salary, thereby eliminating or reducing the travel costs and related costs, or eliminating or reducing the “middleman in the sales chain “Link. Marketing staff also began to see the call center as a way to track and display the effect of advertising, and the form of advertising has cleverly changed from “creating a picture” to “encouraging customers to call.” In the past few years, as customer needs have become increasingly demanding, companies have further sought new sources of profits, and companies have realized the urgency of increasing transaction volume via telephone communication, such as handling orders, providing customer services, providing sales support Provide customer management. The call center is not a complete customer relationship management system from the beginning, but usually through several stages of development.
Call Center (also known as customer service center) originated from developed countries’ demand for service quality. The main purpose is to provide customers with fast and accurate consulting information, business acceptance and complaints through telephone, AOFAX call center fax and other forms. Through efficient means and experienced artificial seats such as smart call distribution, computer telephone integration, automatic answer system, and experienced artificial seats through program -controlled switches, to maximize customer satisfaction, and naturally make the relationship between enterprises and customers more closely. Important means of corporate competitiveness. With the development and integration of communication and computer technology in recent years, the call center has been given new content: the introduction of distributed technology makes artificial seat representatives not need to be concentrated in one place; In terms of replacement of the work of artificial seats, the call center can run uninterrupted 24 hours; the revolution of Internet and communication methods makes the call center not only handle the phone, but also process fax, electronic letter, web access, and even based on based on Internet phone and video conference. Therefore, the current call center has far exceeded the scope of the past definition, becoming an organization with information technology as the core, and providing customers with interactive services through various modern communication methods.
The call center is simply used to call, and then there are reports such as reports, quality inspections, work orders, etc. This is just a tool, software to improve work efficiency, reduce management costs, and improve efficiency.
n00:00 / 00: 5070% shortcut keys to describe space: Play / pause ESC: Exit full screen ↑: increase volume 10% ↓: decreases by 10% →: Single fast forward 5 seconds studio Here you can drag no longer appear in the player settings to reopen the small window shortcut key description