Almost all businesses today own call centers. However, the scale of the call center system in each place is different. With many companies, it can be integrated with customer service room. But in many specific fields such as real estate, spa, retail, booking...; This demand is so great that they need to hire a supplier call center service. So what is call center service? To what extent is it necessary for your business? Find out with Becare in the following article.
Understanding call center service
What is call center service?
Nowadays, convenience and experience on the customer journey are very important factors. Therefore, every business wants to optimize customer care. At the same time, improve the communication process with customers such as receiving and answering questions. Call Center is a functional department that helps businesses support customers through the phone system.
With some fields, the number of calls to handle is a lot. This gave rise to the company providing call center services. Simply put, the call center service here is the solution to help the company handle all incoming and outgoing calls at a more economical cost and higher efficiency.
What does the call center system include?
In terms of functionality, the call center system consists of 3 elements:
- Inbound: Receive calls from customers. Here, staff will answer customers' questions about products and services; Listen and handle problems arising for customers.
- Outbound: Just making outbound calls. The job of this department is to promote, sell, and collect customer information.
- Virtual PBX: Automatically route customers to the corresponding reception. This is done based on an existing scenario, in order to save power and time for the call.
In terms of structure, the call center system consists of 2 components:
- Hardware: Including phone equipment, computers, …
- Software: Including people, management software, call scripts, etc.
Does your business need a call center system?
The answer is yes for any business. However, in each field and company size, the way to deploy the call center system will be different.
For example, a home appliance company that specializes in supplying goods to its dealer network will not have many incoming calls per day. They can take care of customers with a team sales and common chat platforms. Thus, their call center switchboard may include only 1 switchboard number; and is concurrently held by the Customer Care Department.
In contrast, a retailer has a much larger number of customers. Every day, they need to receive thousands of incoming calls; as well as constantly surveying customer opinions. This number increases even more during shopping festivals. As such, they definitely need a professional call center service; with professional staff and a full-featured PBX system.
What are the benefits of a call center for businesses?
Increase customer experience:
This is the goal for the call center service to be formed. Today's shopping habits and service use require companies to optimize customer care channels. The telephone exchange is an important channel with a high reputation.
In addition, customer psychology is always more comfortable when talking directly with people. Especially when they have an unexpected problem, they have a habit of calling to be handled quickly. Therefore, the call center is an important quick and direct support channel that cannot be ignored.
Improve call efficiency:
For businesses that hire services call center Professional, work is supported to achieve optimal efficiency.
- Save time searching, looking up customer information as well as determining time to divert calls
- Reduced manipulation errors because some simple operations like dialing can be done automatically
- Linking devices and platforms for employees to take care of customers anytime, anywhere
- Covering the business's outgoing and incoming calls as well as ensuring the functional goals of these calls.
Easier workflow control:
Call center services often provide a software system designed to store information. These basic information includes customer records, call history, details and call duration. Thus, the team leader, the department head can evaluate the work efficiency and follow up each employee.
Through time and number of calls, you can measure employee productivity. Or listen to random content to check professional knowledge and personnel capacity. In particular, the information stored on the system provides you with a massive database of customers. From there, you can take advantage of telesales service, telemarketing…
How to choose a company providing call center services?
Currently, the market is not short of companies that provide call center solutions for customers. However, it is not easy to choose the right unit.
The biggest problem when hiring a call center service is the closeness to the business. It is difficult for external units to understand deeply the operating characteristics, organizational structure or spirit of the product. Therefore, their call center service does not highlight the uniqueness of products/services. As well as not really providing the right information or lacking flexibility when handling the situation.
In addition, enforcement capacity is also an issue to consider when choosing a company providing call center services. Are their software systems and human resources expertise enough to handle your project? Will the summarization, reporting and payment stages be transparent and honest? In particular, will your customer information be kept safe?
Above are the factors you should clarify besides the cost when hiring a call center service.
Becare – professional call center service for small and medium businesses
With many years of operation, Becare understands the worries of customers. Since then, Becare has continuously invested in development technology; as well as training to improve personnel skills and seriously maintain reputation. That's why Becare is honored to be a partner of many customers in Hanoi and Ho Chi Minh City.
Using the call center service at Becare, customers are committed to:
- Honoring the ethos: Tailor-made call scripts for each customer. This is done through surveys, exchanges and direct understanding of businesses.
- Personnel: Large and highly capable. Thanks to the implementation of many projects, Becare agents have skills and experience. In addition, Becare's staff also ensures the ability to respond during peak seasons.
- Modern, fully functional and user-friendly PBX system.
- Information security: Becare absolutely secures all customer data.
- Transparency, honesty: Calls are recorded and stored. Real-time reporting system allows customers to check anytime.
With a variety of call center solutions, we can provide many other types of services. Please contact if you need Personal Assistant Call Center, Human Resources Supply during and after hours,…
summary
Hope this article has helped you understand what call center service is. Please contact BECARE right through the free chat channel for detailed advice.
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