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What is a Call Center?
In a global marketplace today, the consumers are more demanding than ever.
A call center is an umbrella term that refers to reservations centers, help desks,
information lines or customer service centers, regardless of how they are organized or what types of
transactions they handle. In its most sophisticated form, the term refers to a voice operations
environment that provides a full range of high-volume, inbound or outbound call-handling services,
including customer support, operator services, directory assistance, multilingual customer support,
credit services, card services, inbound and outbound telemarketing, interactive voice response and
web-based services.
A call center is like any other office environment where you will find many people talking on the phone
and working with computers. The key difference is that in a call center the employees' primary job is to
take calls and help customers. When they finish with one customer, they move on to the next customer that
is waiting in line.
By integrating our call center services, web development/support and marketing solutions, we are able to
build customized solutions that suit our client’s specific needs.
Call Center Agent Proficiency
An Inbound call center agents must successfully complete a rigorous training program and a Sales and
Customer Service Certification Course prior to proceeding to client-specific training. If you work in a
call center, you will need to be good with people and comfortable talking on the phone, but there is more
to it than just the phone call.
Call Center Technology
Technology plays a major role in the call center. Most call centers will have a computer terminal for each
customer service agent to use while taking calls from customers. These computers are used to access
customer records, product information, ordering status, transaction history and many other types of data.
We provide a single point-of-contact for all aspects of call center engagements, including systems design
and integration, software development and post-implementation production support.
Also, by providing toll free telephone support, live chat, and email management solutions, we can help you
with anything from leveraging your marketing campaign to increasing online customer support.
Call Center Foreign Language Support
This Call Center Technology also allows companies to hire around the world. For example, you may be
calling in Europe and have your call answered by someone in Asia. In most cases, other than accent
differences between regions, you may not be aware that this call was routed to an international location.
We are dedicated to servicing our clients in English, Italian, Czech, German through our global
facilities.
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