Modern companies strive in every possible way to improve the level of service to their customers. And to successfully achieve this goal, they use special contact centers. After all, it is not uncommon for buyers and potential partners to make the final decision on cooperation by talking to the company's employees by phone.
Technically, modern contact center (CC) is a set of modern information systems. Thanks to them, the reception, distribution and processing of communication sessions with potential customers and partners is carried out. Such work can be performed in several ways: through a phone call, a special portal, communication tools provided in e-mail, etc.
The capacity of the center in question is selected for each company individually, depending on the volume of work actually performed, the list of clients, etc. Accurate calculation of the number of telephone lines and operators serving them, the shift in work of these employees, etc., largely affects the efficiency of activities a specific company.
However, a full-fledged construction of a work scheme that distinguishes a multidisciplinary call center is far from a 100% guarantee of the company's successful work. Much more global tasks are assigned to modern CC. So, they must provide a full interaction with the client. And for this purpose the following actions are used:
- the ability to dial the operator;
- the use of IVR, that is, the telephone system of the so-called automatic answer;
- forwarding SMS, ICQ, emails and other blocks of information;
- using a web portal designed for self-service. This communication option involves the inclusion of any devices in the contact center system. These can be PCs, PDAs, telephones, etc.
What opportunities do contact centers provide to their customers?
Any changes in the company's policy, information on holding promotions and sales, expanding the range of goods - all these data will be provided to the client using a special call center. An equally popular opportunity is finding out the main preferences and other characteristics of the target client audience, carried out using a telephone survey.
Another system is autodial . With its help, partners and regular customers receive a reminder of any planned event. And the expansion of the list of potential buyers is provided through the mass mailing of faxes. Such actions allow achieving significant sales growth of .
