22-Oct-2020

CONTACT CENTER - AFTER-SALES CORE BUSINESS

1. WHAT IS CONTACT CENTER?

Contact Center is a unified information system that connects customers with the customer care staff of the business through many different communication channels such as phone, switchboard, email, SMS, social networks, even handwritten letter and used for retaining old customer information, old customer transaction history and adding new customer information.

Contact Center is a system helping businesses improve the company brand and increase customer loyalty by answering their questions almost immediately, anywhere and anytime.

In addition, the Contact Center also helps businesses operate more efficiently because they both improve the quality of customer service and reduce operating costs.

2. MAIN FUNCTIONS OF CONTACT CENTER SYSTEM

The integration of 2 Call Center features and CRM software helps Contact Center solve 2 problems at the same time:

Telephone call centers manage a large number of incoming calls - outgoing calls, receiving and handling phone-related operations.
Customer information management software, quickly import and save, manage customer records, automatically popup information when there is an incoming call, directly call on the software, classify customer files, scheduling, scheduling, appointment scheduling and notification when scheduled, ...

3. WHY SHOULD USE CONTACT CENTER SYSTEM?

When using a Contact Center system, businesses will increase the response rate to customer calls to the highest level and also support statistics, research on customer behavior through many parameters recorded in the system. Monitoring the performance of the customer service department becomes easier and more objective thanks to numbers, managers can also create training plans for their employees thanks to the documentation features of this system.
When your business does not have enough resources to manage all calls and respond to customer requirements quickly, perhaps setting up a Contact Center system is a right and necessary solution.

4. DIFFERENCES BETWEEN CONTACT CENTER AND CALL CENTER

The term Call Center is more widely known than Contact Center, the Contact Center multitasking is gradually integrating Call Center into its functions. To be more precise, Contact Center is a model with much higher interactivity than Call Center.
In terms of scale, Call Center only focuses on contacting customers through calling in and out of a company. Meanwhile, Contact Center is considered a contact center by implementing many different forms of communication such as switchboard, email, MMS, social networks and including mobile phones, which can help companies implement internal calls and also for customer care purposes.
If Call Center supports to connect domestic customers, the Contact Center supports connecting with customers without limitation of geographical location or territory. This is the optimal solution if the company wants to use the Contact Center but can still place it outside of its home country to reduce operating costs, reduce taxes, ...

5. CHOOSE CONTACT CENTER OR CALL CENTER FOR ENTERPRISES?

Contact Center or Call Center are known for their optimal role as a customer care tool. Contact Center may be more diverse than Call Center in terms of features, but you also need to consider and consider the following 3 factors to decide which model will bring thorough effectiveness for your business.

Types of customer

Determining customers of the business is very important in deciding to use Call Center or Contact Center. Call Center will be the perfect choice if the business is a garage, finance, legal advice, ... If customers are distributed throughout channels, choosing Contact Center will help businesses take care of customers completely.

Business oriented

If the business orientation is to develop multi-channel customer care, it is advisable to invest in the Contact Center system for optimal customer synchronization and management. If the need only requires a simple customer care system over the phone, Call Center can satisfy.

Budget and resources

Contact Center has a higher cost than Call Center. For businesses with stable financial capacity, you can always invest in Contact Center, especially for small businesses or startups, investing in the Contact Center system may not be the optimal plan for you.

6. SHAREWORK - BPO PROVIDES QUALITY AND EFFICIENCY CONTACT CENTER SERVICES

Choose SHAREWORK - the key to optimizing costs and time, ensuring customers' benefits, always supporting and accompanying customers to bring the highest service benefits such as: