In today's age of digital transformation, the call center landscape has changed in response to technological developments and changing consumer behavior.
In this article, you will learn everything you need to know about call centers in Durban. We'll go over the functions of a call center, the processes that take place there, and what it takes to become a call center employee.
What is a call center?
The simplest definition of a call center is an office work environment where a large number of calls are handled. It is a central location from which call center agents handle incoming and outgoing calls from existing or potential customers. Call center agents perform a variety of call center activities including:
• Providing customer service and technical support
• Responding to customer inquiries
• Market research
Call center vs. contact center: What's the difference?
The two terms are often used loosely, but there are differences between them.
Traditionally, call centers were designed to handle inbound or outbound calls over copper lines and, more recently, VoIP.
Today, customers expect to be able to interact with companies not only over the phone, but also through various digital communication channels. Companies can handle customer interactions through email, messaging, live chat, social media and other channels.
Contact centers facilitate this omnichannel approach to customer service by providing companies with a 360-degree view of their customers across multiple touchpoints. They do this by integrating with the company's CRM so that every interaction can be tracked and managed through a central dashboard.
Although most companies handle customer interactions through channels other than the telephone, the term "call center" has become commonplace and is often used interchangeably with the term "contact center."
Types of call centers
Most call centers fall into one of two types:
Inbound call centers.
This type of call center handles inbound calls from customers or potential customers. Inbound call centers are focused on customer service. Most of the calls answered are about customer issues, complaints, and support requests.
Outbound call center
Agents in this type of call center make outbound calls to customers or potential customers. Outbound call centers are sales-oriented, where agents may make calls for the purpose of market research, customer service surveys, or to follow up on a previous inbound call.
Although inbound and outbound call centers perform different functions, most call centers combine both types of operations into a hybrid call center. When implementing phone systems or call center software, it is helpful to know what type of call center you operate.
If your call center primarily handles inbound calls, you'll benefit from software that gives you access to features such as interactive voice response (IVR), advanced call routing or call recording. If, on the other hand, you mainly handle outbound calls, you will benefit from technologies such as dialers or call monitoring features for outbound calls.
What is a virtual call center?
A virtual call center is very similar to a normal office contact center. The main difference is that the customer service representatives work from home and the central "location" is software. Customer service representatives can work from different countries and time zones around the world, allowing the company to provide round-the-clock support to its customers.
Instead of taking calls on landline phones, employees log on to call center software that uses VoIP (Voice over Internet Protocol) to access cloud calls, messaging and email.
Employees respond to customers' needs and record the information in their company's CRM. All data is stored in the cloud, which means that all agents and managers in a virtual call center have access to updated account history and customer interactions from anywhere.
Why are virtual call centers an effective alternative to traditional call centers?
The main reason is that virtual call centers cost much less to operate.
Switching to a virtual call center model or outsourcing operations entirely are great ways to reduce costs. It can also help lower turnover rates and improve employee retention, as employees can work from anywhere and are more likely to feel higher job satisfaction call centre jobs in durban no experience when not working in an office.
Companies that opt for a virtual call center model can hire consultants from around the world and provide them with all the tools they need to effectively serve customers from anywhere, including virtual contact center software, headsets and other equipment.
YMS Contact Centre was founded in 2012 and our mission is to be South Africa’s leading contact centre solutions provider, not by size, but by value we provide our clients. Our Empowering your Brand ethos places the brands of our clients and the brands of our staff at the heart of our business operations.
Website - https://www.ymscc.co.za/