Post by account_disabled on Jan 23, 2024 1:42:19 GMT -8
If customers call your company before placing an order, you've probably thought about creating a call center. It allows you to relieve the sales department from trivial questions and inappropriate requests. In this article we will look at what a call center is, where they came from and how to organize its work. Reading time 12 minutes What is a call center What does a call center do? Types of call centers The history of call centers In what areas are call centers used? How to open a call center - what is needed for this 1. Purchase of equipment 2. Integration of PBX with CRM systems 3. Set up call forwarding and IVR Common call center problems 1. Inability to communicate with clients 2. Reluctance to communicate with clients 3. Unanswered calls 4. Work planning conclusions What is a call center A call center is a division of a company whose employees process calls. Also, a call center can be a third-party organization that receives or makes calls for other companies as an outsourced contractor.
What does Fax Lists a call center do? The work of a call center comes down to relieving other departments of routine conversations. Initial consultations. Operators answer basic questions like “how much does a product cost” or “how can I get to you?” Lead updating . If you need to call a database of “sleeping” clients and remind them of cooperation, the call center will do this according to a prepared script and transfer warm leads to specialists. Call routing . If a manager cannot answer a client's specific question, he helps contact someone who is qualified to answer. Types of call centers Based on the principle of work organization, contact centers can be divided into the following categories. Corporate call center.
A department in a large company that processes calls. Outsource. These are separate companies that provide operator services for a fee. Call center at home . Freelancers who provide calling services or answer incoming calls, but alone, are a solution for small companies. The history of call centers Alexander Bell patented the telephone in 1876. And already in the 1880s there were people who answered calls all day long. In most cases, telephone operators simply helped to contact the desired subscriber, but some also gave advice - they suggested the exact time or hours of reception of city services. Telephone exchanges existed until the mid-20th century, and they can be considered the first call centers in history.
What does Fax Lists a call center do? The work of a call center comes down to relieving other departments of routine conversations. Initial consultations. Operators answer basic questions like “how much does a product cost” or “how can I get to you?” Lead updating . If you need to call a database of “sleeping” clients and remind them of cooperation, the call center will do this according to a prepared script and transfer warm leads to specialists. Call routing . If a manager cannot answer a client's specific question, he helps contact someone who is qualified to answer. Types of call centers Based on the principle of work organization, contact centers can be divided into the following categories. Corporate call center.
A department in a large company that processes calls. Outsource. These are separate companies that provide operator services for a fee. Call center at home . Freelancers who provide calling services or answer incoming calls, but alone, are a solution for small companies. The history of call centers Alexander Bell patented the telephone in 1876. And already in the 1880s there were people who answered calls all day long. In most cases, telephone operators simply helped to contact the desired subscriber, but some also gave advice - they suggested the exact time or hours of reception of city services. Telephone exchanges existed until the mid-20th century, and they can be considered the first call centers in history.