Most businesses today, especially those specializing in sales and service provision, apply the Call Center model. So what is Call Center? How does this model work and what benefits does the call center bring to the business? In fact, the Call Center is the bridge that connects the company with the customer. Thanks to this model, users can express questions, provide advice and request to fix errors quickly. Therefore, when any business has a call center model, it will strengthen the connection and increase the customer’s love for the company or service.
It can be seen that Call Center is an indispensable part for businesses both small and medium or large corporations. When applying this model, companies can be proactive in consulting sales, closing sales and solving problems at the same time. To better understand what Call Center service is as well as useful information about this activity, please follow the information mentioned in the article.
What is the definition of Call Center?
Call Center is also known as Call Center. This is where the agents will sit on the desk and perform the task of receiving customer phones to answer all information and questions given. Call Center is basically a customer service center where calls are collected and managed by a team of dedicated support specialists.
What is Call Center? What is Call Center in Vietnamese?
Call centers are often used to assist customers with a business’s products or services, as well as to answer questions and handle enquiries. Besides, it will support to provide solutions and solve customers’ problems through communication channels such as phone, email, online chat, etc. At each business, the Call Center department is equipped with a machine. computers, dedicated headsets and a large number of staff to handle many calls that arise at the same time.
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What forms does Call Center perform?
Call Center is implemented in the form of Inbound and Outbound. As follows:
Inbound Call Center
Inbound Call Center is a form in which customers call service centers for consulting support, to place orders, to request technical support, to answer questions or complaints. And usually calls to the Inbound switchboard are urgent, so they are received and handled extremely quickly. From there, customers will have a more favorable view of the company as well as the business.
Outbound Call Center
If Inbound is an incoming call from a customer, Outbound is an outbound call from content center staff. Usually, companies or businesses call customers for the purpose of: sales advice, promotion announcements, service surveys. For financial companies, the call out will be for the purpose of debt collection.
However, this form also has many limitations. Businesses and companies do not call at a fixed time frame, so it will affect the working and resting process of customers. Therefore, many users find it very annoying and do not even want to talk to the agents.
What are the requirements of the Call Center system?
The Call Center system needs to meet the following basic requirements:
- Must be able to receive multiple incoming calls at the same time.
- It is possible to record the conversation between the customer and the operator.
- Monitor calls as a 3rd party. Besides, can directly support to answer information if customers need.
- Statistics on the performance of agents. Provides accurate data on outgoing and failed call minutes. Total number of successful calls and unanswered customer calls.
- Provide accurate assessment data about the working capacity of each employee.
Common types of Call Center deployment models
In fact, there are 3 types of PBX that are commonly used: Inbound, Outbound or Blended.
Specific information about these 3 models will be updated shortly below.
In-house Call Center
Internal switchboard is the form adopted by most businesses and companies, especially large-scale companies. With this model, employees can communicate quickly, collect accurate internal information to complete work more efficiently.
Outsourced Call Center
The outsourced switchboard model is where the business cooperates with a third party to handle calls. This activity will help businesses save money on investment in machinery and hire professional workers. However, it still ensures that the call center process is completed in the most accurate way.
What is the Call Center phone number? What types of Call Center deployment models are there?
Offshore call center
A foreign exchange is a form of business cooperation with a switchboard in another country. Usually these countries have lower labor costs than the current territory where the company is located. These call centers are set up to provide support to the customers of companies in other countries, especially countries with high labor costs.
Offshore use can help reduce operating costs while increasing interoperability with customers globally. However, this model also faces certain risks, including delays in updating information and the possibility of misunderstandings due to differences in language and culture.
Virtual Call Center (Virtual Call Center)
Virtual PBX is a model that does not need a physical office or an expensive hardware system to support it. Instead, it uses cloud algorithms and digital communication channels to communicate with customers.
Virtual Call Center allows customer support agents to work remotely from any location as long as there is an internet connection. When there is an incoming call, the system automatically redirects to the support staff. In addition, the customer’s contact information will be displayed on the computer screen for the operator to fully grasp.
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Distinguish between Call Center and Contact Center
Although it is clear what a Call Center is, businesses need to distinguish between Call Center and Contact Center. These are two terms commonly used in the customer service field. Although they have some things in common, there are differences in the following factors:
Customer communication channels:
- Call Center: Contact by phone.
- Contact Center: There are more forms of interaction with customers. Communication methods can be mentioned as: Email, SMS, social networks, …
OmniChannel Queue Management
- Call Center: Manage through calls to the customer’s switchboard.
- Contact Center: Because there are many communication methods, this model needs support tools to unify the management process of communication channels.
Proactive and predictive of customers:
- Call Center: All activities are still stereotyped and only done through direct communication with customers by phone.
- Contact Center: is a more advanced form when it is possible to actively send messages and emails to customers to aggregate information. Besides, this model also has many improvements to improve service quality.
Self-service capabilities:
- Call Center: Set default instructions by selecting shortcuts for different purposes.
- Contact Center: Businesses have a chat box system installed. Customers can come here to communicate and exchange automatically with the company.
Synchronize customer profiles:
- Call Center: Passive in collecting information. With this form, businesses can only wait for customers to actively contact via hotline.
- Contact Center: Stores customer information from many different channels such as email, social networks, etc., thereby improving the ability to reach customers.
Customer routing:
- Call Center: Connecting communication between customers and agents is extremely fast in less than 1 minute.
- Contact Center: This activity can reduce the time to resolve the problem because it is installed with many support routes.
Synchronize care methods:
- Call Center: Information is fully updated on the system, so agents can capture a lot of detailed information from customers.
- Contact Center: Aggregates data from multiple channels, helping to enhance the information of the repository. This activity would be suitable for large companies or multinational corporations.
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Benefits of Call Center to customers
Call Center switchboard brings customers a lot of benefits, what are some outstanding benefits of Call Center service? We can mention such as:
- Reduced wait times: No need to visit the store in person or send an email to resolve an issue. Customers can call and get service quickly.
- Technical support: When users have technical problems related to products or services, they can contact the call center for immediate support.
- Complaint support: Customers are allowed to complain and assist with problem solving when using defective products and services.
- Answering questions: Call Center provides a service to answer questions, help customers better understand products and services quickly and completely.
- 24/7 customer support: Call Center operates 24/7, allowing customers to contact and receive support at any time.
- Call navigation: Can direct customer calls to specific departments. Make it easy for you to contact the necessary department and solve the problem most effectively.
- Solve arising problems: Support to solve arising problems, ensure customer satisfaction and absolute trust in the business.
- Provide multiple solutions: Help customers have a better shopping experience and increase customer satisfaction with the company’s products or services.
What are the preeminent features of the Call Center switchboard?
Call Center is chosen by many customers and businesses thanks to its preeminent features such as:
- Confidentiality of calls in / out of the switchboard, absolutely will not disclose to third parties.
- Transfer calls regularly between tellers, ensuring the same level of work for each individual:
- IVR module: Auto respond to customers with default shortcuts.
- Voicemail module: brings many different utilities such as: Support to store, manage voice mail, record customer requests when the hotline is busy or there is a missed call.
- Conference module: Capable of controlling, managing and operating conversations. Besides, businesses can also organize meetings thanks to this feature.
- MOH module: Support to change the waiting music.
- SMSC module: Manage and receive messages quickly.
- Calendar management module: It is possible to plan work through this feature.
- Reporting module: Employees can report sales, sales spending and many other activities through the call center’s reporting function.
Some job positions in the Call Center industry
It can be said that the Call Center has created job opportunities for workers of all levels. Jobs in this industry are evaluated quite well and have a stable income. Normally, the salary will vary depending on the difficulty of the job, but this amount will range from 8 million – 10 million and 15 million – 20 million (if in a senior management position).
Some job positions related to the Call Center profession include:
- Customer care staff: Direct contact with customers, answering questions, providing information and consulting services.
- Technical support staff: Help customers solve technical problems, repair, install, configure…
- Service Development Officer: Responsible for researching and developing new products/services to meet customer needs.
- Quality Manager: Responsible for monitoring, evaluating and improving customer service quality.
- After-sales service staff: a person who helps customers to solve problems arising after purchasing products or using services.
- Telesales Specialist: Responsible for finding potential customers, introducing products/services, consulting and convincing customers to buy or use services.
- Customer account manager: is the person responsible for managing customer information, assessing customer needs and providing appropriate solutions.
- Customer Service Manager: Responsible for the management and operation of the customer service department.
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The above article has just fully answered the question what is Call Center? In short, this is a form that is commonly applied in the field of customer service. This phrase is used to refer to a system that manages incoming calls from customers through the use of assistive technologies and software. Call Center is used by businesses to support customers in answering questions, providing information, consulting services, handling requests and feedback.
With the development of technology, tools and utilities in the field of Call Center are increasingly improved to improve operational efficiency, reduce costs and enhance customer experience. Call Center not only helps businesses improve the process of interacting with customers, but also is an important factor to enhance competition and enhance the reputation of businesses in the market. Overall, this is a great customer support tool that any business must have. Hope the answer to the question What is Call Center? is useful to our customers. If you need to install a call center for your company, please contact MP Telecom for immediate support.
Contact Info:
MP Telecom – Providing Contact Center, Call Center, Customer Care services by phone
– Head office: 10th floor, Sudico building, Me Tri Street, My Dinh 1, Nam Tu Liem District, Hanoi
– Hanoi branch: Lot S5-7, Trieu Khuc street, Thanh Tri, Hanoi.
– Ho Chi Minh City Branch: 54/31 Pho Quang, Ward 2, Tan Binh, City. Ho Chi Minh
– Hotline: 1900 585853
– Email: info@mptelecom.com.vn
