One. What's a call center?
Call Center is a private telephone network that uses the Internet protocol to make external phone calls, usually within a company, restaurant, or hospital (According to Wikipedia). In recent years, the concept of a virtual cathedral has become more and more popular. You've heard about call centers at least once, but you still don't really understand what a call center is, what it does and how it benefits businesses. If so, Innocom hopes that this article will help you.
Two. Features of the Call Center
Since the call center is deployed on the basis of internet use (sound, data over the Internet), to be able to use it, businesses need some devices such as IP phones, Gateway switches (helps connect analog devices to VoIP networks), mobile/desktop/web terminal applications,...
Also, instead of using a regular phone number, to use VoIP services, the business needs Register the number. IP is provided by providers such as FPT, VNPT, CMC,...
Not only that, Innocom uses three sims from the three providers Viettel, mobile, vina through its General Assembly 4.0 solution, each sim promoting a 90k promotional package. So the total cost of telesale is about 270k/person/month. Save up to 70 percent on the old-fashioned condominium.
Three. The benefits of networked call centers for businesses
When businesses use a call center, they get practical benefits such as:
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Reduced call costs: Fees can be reduced up to 70%, completely free of charge on internal contact.
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Call quality is stable.: Receive and execute simultaneous calls for a single number, without missing calls from customers.
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Integrated with customer management softwareFor example: CRM software.
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Installing a corporate headquarters helps take care of customers. The incoming calls will be routed to individual machines, capable of transferring, holding calls. It also allows you to set up hotlines in the event of an emergency...
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Simple, useful: Easy to upgrade, unlimited system expansion.
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Set up call scenarios: The call is set up to be heard live at which machine, in which room.
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Receive a voice mail call: Video calls: transfer the call to Voicemail. You can check the call anytime. The call center also supports video calls.
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Export of information: Detailed calls to excel quickly without the need for computer support.
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Highly active: Used on multiple platforms, devices such as phones, web, desktop,...
- Especially.When: Integrate the call center complex into CRM software Innocom's manager will easily manage company calls, enhance internal information exchange capabilities, reduce operating costs with special features.
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Identify customer information when a call is made to: When a customer calls the number, if that customer already has data and is stored on The CRM system All customer details will be displayed so that the customer care staff can easily capture customer information, past work history with customers (purchasing history, service usage, calls, meetings, related activities). If the customer doesn't already have information on the software, there will be a pop-up screen for telesales to quickly fill in customer information and place orders.
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Make a call with just one click directly from the CRM: Enable ⁇ Click-to-Call ⁇ directly from the software to help customer care staff no longer have to click on a number when making a call.
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Recording and storing call information: Support for storing the call content recordings and managing the recorded files so that they can be played back to improve the quality of enterprise customer care services.
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Save all incoming and outgoing call history: Assistance with recording the cost of each call, how much: call time, call channel, branch number, connection time, talk time,...
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Activate and handle cases as soon as you hear a call on CRM software
For a better understanding of how to integrate CRM software with the call center, you can refer to this article. The Vitger Call Center is super-efficient..