Establishing proper communication with customers, maintaining and improving this communication and strong support is the issues that corporations have to continuously review. and in order to provide these services in the best way, they must use the most efficient methods to see increasing customer satisfaction and thereby improving the sales process.
call centers for many years have been one of the main ways to communicate between customers and businesses. with the advancement of technology, we see the development and progress of call centers and also ease of use and implementation.
Finding a suitable call center that provides quality services to customers and satisfies them at a reasonable cost is the concern of many employers. There are organizations that work with an average of several thousand calls per day, so having a call center that can manage this volume of calls and ultimately provide reports to improve the organization’s processes is an essential issue.
What is a call center?
Call center is an important and centralized department in any business that employs experienced operators to manage and direct the volume of calls. Answering customers’ questions, following up on criticisms and complaints, providing specialized support, registering and following up on orders are some of the tasks of operators of a call center.
There are also experts in the field of work of the business who can provide accurate and practical guidance to customers and solve their problem quickly at the first contact. Each organization will have a different call center depending on the size, amount of services and the average volume of daily calls and expectations from the call center.
The importance of setting up call centers for businesses
Establishing a call center is one of the necessary and useful tasks for any organization and business, which will lead to an effective relationship between you and your customers, as well as employee productivity and customer satisfaction, and thus increase sales.
Customers expect a lot from the services received from businesses and want their problem to be solved as soon as possible. Most customers use phone calls in such situations. Because it is very easy for all customers to make phone calls, it does not take much time and it is possible in any situation.
Also, many older people do not have a computer and prefer to get in touch by contacting someone to order or solve a problem. Or some people do not want to spend hours surfing the web to find an answer to a problem, or email the company and ask their question and wait for an answer, preferring to pick up the phone and talk to an expert to solve their problem quickly and preferably in the first call. In addition, the data and reports obtained through the call center are very valuable and useful for improving the quality of services.
The three most common types of call centers
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Inbound call center
In this type of call center, there is the ability to receive calls. Incoming calls of customers who want to communicate with the collection are managed. Usually these calls are displayed first and then referred to the appropriate operator to respond to the customer request.
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Outbound call center
An outbound call center has the ability to make contact with customers or potential customers. It is commonly used for tasks such as selling products by phone, gathering customer satisfaction through surveys, important notifications, and so on.
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Blended call center
The blended call center controls both incoming and outgoing telephone calls. Large organizations have both types of calls at their call center. For example, incoming calls are for the support team and outgoing calls are for the sales unit. Also, when a company manages its call center and the call center is within the complex, it is called internal call center, and when the implementation, support and maintenance of the call center is entrusted to another company, it is called call center outsourcing.
Iranian call center
In recent years, Persian call center softwares has been produced at the international standard level by Iranian knowledge-based companies. Persian Call Center, with its many features and various reports, provides its users with the possibility of reviewing processes and improving the level of customer satisfaction.
This Iranian call center software is designed and produced by Nasim Telecom Company. This knowledge-based company has had successful and stable cooperation with domestic and small organizations and several foreign companies in this field for several years.
Flexibility and availability of different web services to connect with other systems, high stability, easy setup, high security, high call support, integrated documentation, complete reports, comprehensive web service, strong support, high scalability are the competitive advantages of this Iranian call center. This software has also been translated into several living languages of the world.