Blog Overview
The call center is a very important department in companies or institutions where phone calls are received from current or potential customers to it. Or calls are made to customers from it.
Blog Content
The call center is a very important department in companies or institutions where phone calls are received from current or potential customers to it. Or calls are made to customers from it.
The call center can deal with incoming and / or outgoing calls from the institution, and it can be located within the company or be outsourced where it is resorted to another company specialized in dealing with calls.
How does the call center work?
The call center is used by sales departments, telemarketing companies, maintenance and technical support offices, delivery companies, survey services, charities, and any large organization that uses the phone to sell and provide products or services or improve customer experience.
Inbound Call Center
• And it deals with a large number of calls at the same time, and redirects the calls to the person or representative qualified to deal with them, and the calls are recorded.
• Initially, the Interactive Voice Response (IVR) system will answer calls and direct customers or recite instructions to follow, often including pressing the keys of the connected phone.
• Sometimes, speech recognition technology is used to process customer inquiries through an automatic reply message, or customers are directed to call center agents or the appropriate party to receive the call through an automated call distributor.
• Call Center Agents may handle calls from existing or potential customers regarding account management, appointment bookings, technical support, complaints, inquiries about products or services, or a desire to purchase from the Company.
Outbound Call Center
• The agent/representative makes calls on behalf of the company or client to perform tasks, including reaching potential clients, telemarketing, maintaining existing clients, fundraising, surveys, debt collection or scheduling appointments.
• For maximum efficiency, calls are usually made using automated dialing software and then transmitted to an available agent via an Interactive Voice Response (IVR) system.