IP-telephony has tangible advantages over conventional analog communication networks. However, many still face its poor quality when they start to use it. Earlier in the late nineties of the last century, the Internet was not adapted to real-time data transfer and voice, in particular, therefore those users who managed to try out the quality of IP-telephony may well have their negative and unshakable opinion about it. Continue reading “Problems With The Quality Of IP-Telephony And Methods For Their Solution.”
A common task at the call center (or any other company dealing with customers) is to notify a group of people about the event. At the same time, it’s not easy, because you have to send messages with different content for the client, operator, and manager, and often through different channels (like SMS or e-mail).
If you work with CRM you can set up a message system in the CRM module, but you can also prepare templates for messages of any complexity, determine the conditions for generating alerts, and more flexible to determine the recipients at the SMS system itself. Continue reading “E-Mail And SMS Implementation at the Call Center: Alerts for Operators, Customers, Managers”
There are two possible ways to organize the call center: by the company itself on its territory or with the involvement of an outsourcer. Let’s compare approaches on several parameters and find out whether it is worth transferring this important process to the wrong hands. Continue reading “Several Tips On How To Open A Call Center”
Stable communication with the consumer is one of the key tasks for the successful operation of any business related to sales or services. One will agree it is difficult to imagine the work of an online store, a bank or, let’s say, a travel company without customer support. If such a need exists for your organization, then it remains to solve only one question, which invariably confronts every successful entrepreneur, is it possible to organize an effectively operating call-center with minimum expenses? If so, how? This we will talk about. Continue reading “Call-Center Organization From the Scratch: Starting with The Development Of A Business Plan To The Selection Of A Scheme Of Work”
This is what the Customers sometimes hear when they call some company: “Hello! This is Noname, owner of Noname company. Now all the operators are busy. This is a mess. Let’s do the following: if after 18 seconds no one answers your call, you will receive a discount of 450 pounds. I’m starting the countdown – 18, 17, 16, 15 …” And the client sincerely hopes that he will stay on the line longer.
There is a standard in the world practice of call-centers industry: the operators must answer 80% of calls within 20 seconds. This Noname company can boast such a level of service. Does the call center of your company meet international standards? Continue reading “VoIP Telephony For Call Centers: Customer Case – How To Reduce The Number Of Missed Calls Twice”
Call-center (contact-center) is a software and hardware system for mass processing of incoming calls and calling clients. Modern call centers (CTS) handle not only telephone calls, but also calls via e-mail and ordinary mail, faxes, work with calls in the online chat mode. Continue reading “Solutions for Call Centers (Contact Centers) – Overview”