More than 60% of customers say that being able to resolve their issue quickly is the most important aspect of having a good experience. In this sense, it is important to promote the proper use of channels that favor problem solving, such as the telephone channel, which is still the preferred channel (79% of customers) and is perceived as the fastest way to resolve an urgent matter. and complicated, such as a financial matter. Read on to find out what is a call center and how does it work? What is a contact center? Also discover why the call center is so important in the customer experience .
What is a call center?A call center uses the telephone channel as its main channel. Through it, telemarketers, as customer service advisors or agents are called, receive, and make calls to current and potential customers. So what is a call center? It is a call center, which has personnel trained to sell, provide support and assistance, conduct surveys and in a general way, interact with current and potential customers of the company. The objective of a call center is to offer quality service and generate positive customer experiences with the company. Now, what is an internal call center? It is the one that belongs to an area of the company and what is an external or outsourced call center? It is that service provided by a company that is exclusively dedicated to operating the call center of other companies that require it. This last model is quite well known, it is the subcontracting or outsourcing of this service.
One customer well taken care of could be more valuable than $10,000 worth of advertising. JIM ROHNTypes of call center There are different types of call centers and selecting the correct one can be decisive in meeting the commercial objectives of your company. A call center can be: incoming, outgoing and virtual.