Call Center Fundamentals

Your business is growing and so are your clients

. You're now getting customers from other countries and your staff gets so many calls that phone lines are getting congested. Transaction suffers because customers could not reach your office. Suddenly, good business is turning bad and as the owner of the said booming business, you can't allow such a thing to go on happening.

So you sit down with your staff and think of a solution... and you have a brainstorm!

The answer to the problem is to hire a third party bilingual call center to do the work your staff can't immediately attend to like those many phone calls. Customer service agents can immediately answer incoming calls at any given time, paving the way for instant communication to the people who matter most: Your Clients.

Moreover, going for a bilingual call center enables your clients to have access to operators who speak a greater selection of languages so they can answer more questions from more people and provide help to more customers.

The effect is having satisfied clients resulting into more deals to bring in more revenues!

Call centers are large-spaced offices usually divided in cubicles that accommodate one agent each, who attends to incoming or outgoing calls. Depending on the nature and size of the company, they can either focus on inbound or outbound calls. An example of going for inbound calls is a bank with agents who handle credit card queries and complaints. For outbound calls, an example would be agents calling people to answer survey questions over the phone.

Call centers can provide a number of advantages to companies. Here are some of them:

Now that telephone-based services and support are centered in one location, it's easy to match the number of agents with the volume of calls. As calls are immediately connected, business can be transacted with no more waiting time. It eliminates wasted calls and gives customers quick access to the information they want; thus resulting in an improved relationship with them.

They can be located anywhere which gives companies utilization of time zones and cheaper labor rates in different countries. Since technology needs of companies are now centralized, telecommunication setups can be installed in a small handful of call center offices, which makes training and necessary upgrades easier.

With the increasing popularity of outsourcing, call centers too, have become well-known. As the maintenance of equipment and staff are quite expensive, many companies now go for the option of hiring a third party bilingual call center wherein its agents can be trained to answer phone calls from a number of different companies.

Aside from handling live calls, customer service agents can also process emails. In addition, they can handle fax, web-based queries, web-cam conferencing, instant messaging, and other means of communication for the company.

by: Russell Mclean

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