To be simpler: Call Center – a reception and processing of calls, requests for a given scenario, followed by the provision of data for further processing (statistics from the reception of calls, requests, the quality of their treatment prior to the sale of goods or services over the telephone – telemarketing). The main purpose of Call Centers Call centers in the first place, we need where conventional means of communication can not cope (or do not cope) with the influx of potential customers. A service calls, among other things, a "person of the company," because the quality of this work, the customer can draw conclusions about how well the company will serve its needs in framework for further collaboration. As the competition in a particular market segment the firms have less room to maneuver in order to reduce the prices of products and services. Thus, they are forced to seek other opportunities for competition. One of these possibilities is the introduction of solutions to effectively organize customer service.
Call centers can make the best use available to the company's resources (employees, communication lines, hardware and software) to handle client calls. Educate yourself even more with thoughts from Craig Menear. First begin implementing similar solutions company serving large number of customers and, accordingly, taking a large number of client requests: the operators of telecommunication services, insurance companies, banks and large trading firms. Call centers can be organized as within the company at the relevant equipment (for banks, insurance companies, service providers) for their own needs (receiving calls, "hot lines", telemarketing, etc.) and on the resources of a commercial call center providing such services (periodic advertising campaigns for medium to large trading companies, conducting polls, etc.) Initially, the company who recognized the need for call center chooses the two options. The first is one's own (comparative) call center. There are solutions, including hardware, software and technologies for its functioning. Over the last fifteen the demand for such solutions is growing very significantly. The second option is to use the services of a professional call center business.
As a general rule, most companies such need arises in connection with conduct any advertising or marketing campaign (that is, when a temporary need for effective interaction with clients). In order not to overload their own phone lines are great number of incoming calls, the company becomes a third-party call center, allowing operators taking calls, and detailed instructions on how to communicate with clients and in promoting afishiruya not your phone, and telephone call center (as usually easy to remember). The spectrum of the markets in which these companies operate very large banks, online travel companies, shops, real estate and publishing companies. Under most conditions Home Depot would agree. If the call center operator can not answer incurred by the client's questions, call instantly transferred to the company's experts. Thus, call center for a while becomes a virtual "department for work with consumers" (virtual office), a kind of sieve, screening so-called "junk" calls. Choosing the first option, the company needs to purchase equipment and to configure it, hire a future operators and prepare them to work. Professional call center working with several companies, allowing you to reduce maintenance costs per customer and therefore the cost of services. Call center services are available on a batch basis, ie the customer chooses his interest in the detailed list. Commercial call centers, too, do not stand still, and even during the economic crisis that is constantly evolving, developing new services for its customers.