November 17, 2020

What Is a Call Center? A call center is an entity whose vocation is to mobilize human, technical, and technological means. From a business point of view, the call center is a service provider that mainly handles the customer relationship of a third-party company on the telephone platform. In other words, customers are taken care of via inbound or outbound calls. The missions generally carried out by a call center vary widely between telephone surveys, canvassing, telesales, reminders, or advertising. The primary interest of call centers is that it is made up of qualified and experienced agents who are subject to a quality charter. The calls issued and their results are measured and analyzed. What Are the Other Advantages? 1 – Efficiency As a company expands, the influx of customers continues to grow. Indeed, the growth of a business leads to high demand for information, complaints, and customer care. Over time, it becomes more and more difficult to manage the volume dilemma internally. Hence the use of a call center, allows information and intelligence to be distilled to customers more easily and in less time. 2 – Reliable numbers It is very complex for businesses to follow up with all the numbers of demands and requests on a daily, weekly, or even monthly basis. A call center can give you reliable numbers and statistics that will allow knowing how to develop products and services. 3 – Fewer expenses Today, almost all call centers have some sort of customer call management software. How does this relate to business expenses? For a fast-growing company, it makes more sense to outsource customer management to a call center, rather than to recruit a large number of staff. In this way, it can meet customer demands, satisfy their needs and save money in the long run. Then, What Is a Contact Center? A contact center, also known as a customer relationship center is an entity that specializes in customer management. In other words, it handles all types of possible communication channels between a brand and its customers. This includes, in particular: Incoming and outgoing e-mails Chats (live dialogue made available on the customer’s site) Social media (Facebook, Instagram, Twitter, etc…) Messaging (WhatsApp, Telegram) Inbound and Outbound calls. The activities of the contact center, therefore, consist of: Providing information Making appointments Managing complaints and recommendations Providing after-sales service Providing assistance (technical or other) And placing orders. The goal of the contact center is to optimize customer relations by distributing calls as well as possible and minimizing waiting times. In other words, the contact center accompanies you in the acquisition and retention of your customers with an omnichannel strategy. Generally speaking, all contact centers are also call centers, but the opposite is not always true.

Day: November 17, 2020

What is the Difference Between Call Centers and Contact Centers?