subject: Call Center Services, Tools And Training For Service Industry [print this page] Frequent interactions with the client base serve to be the main determinant in the service sector. This is the main reason why the call center services have developed popular in countries like Australia, Japan, Europe and United States. Steadily enough, the need of customer support in service sector has emerged as a trend in the developing countries like India, China, Pakistan and Bangladesh. However, most major call center firms in the developing countries have served as the offshore customer service centers for multi-national organizations based in Europe and US. Nevertheless, the domestic customer care centers are also striving hard to meet the growing demands of the service industry.
Importance of customer support services in service industry:
Call centers are described as the customer service station. This is the unit that performs the job of receiving and making calls. Acting as a crucial telephone-receiving station, this set-up serves as a responsible customer support center serving utilities to diverse clients.
In a customer service center, various voice-based support features are offered. It is the toll-free line that responds to customer calls and also delivers them with relevant data. The job of the call center agent is to locate the right person, keeping the complaints or orders and passing the customer queries.
Most banks, mutual funds, airlines, manufacturing, telephone operators and other service-oriented companies usually have their own customer care set-ups. On the other hand, the medium and small sized organizations usually outsource the customer support features to a large call center service companies.
Operating 24/7, customer service centers, whether it is offshore or in-house, helps to understand the need of the service-based companies and also concentrate on the other core operations. Call centers offer trained personnel who offer sufficient telecom facilities. These set-ups normally offer access to Internet resource, online database and the required support infrastructure.
The Customer Care Support Tools
A customer service center uses a range of tools to support industries engaged in the service sector. The list of the helpful support tools include modernisms in the form of
Help Desk Support: It is the help desk that combines a range of web-based features with the desktop to assist the call support agents with a more effective helpdesk operation and customer service. Help Desk is easy-to-use and powerful.
The fully featured help desk features and applications allow companies to manage and maintain the external and internal client support effectively. The help desk offers a shared, single database for logging diverse matters, tracking the problem resolution and notifying the support personnel.
Call Monitoring: It is call monitoring that lets you hear and also record the agents calls. Such advanced function enables you to offer feedbacks to the representatives. This stands as the way to understand the performance of agents and to seek out the overall improvement measures. This ensures customers to receive the quality service from the customer service center.
Predictive Dialers: It is the automated dialing system which empowers the customer care units to spend much time in communicating with the live customers. The use of such system helps to detect the answering machines, ringing tones and busy signals. Dialers screen calls to make sure that agents get to speak to live voices only.
