Called Call Center (Call Center English) platform is hosted by the company or outsourcer, providing assistance to users. It uses call center software for its communications.
Call centers can assist clients as part of a service (VAS), technical support, telesales, or an accompanying staff of a company under the use of a tool or in their daily tasks.
A call center is primarily a human organization responsible for taking into account user demands. Most often the preferred channel is the telephone, but by using Internet through applications [groupware.php3 groupware] is also possible. Some devices have a tool called "Web Call Back" (or "Call Through") allowing the user to be recalled by the company by simply entering the phone number and clicking the button seizure.
Operators are charged initially to identify callers. The Computer Telephony Integration (CTI noted) is increasingly used to couple the telephone system of the company's [system-d-information/si-systeme-d-information.php3 information system] and allow operators to have records automatically on to customers through phone number.
Once the user is identified and its identity verified using a few questions (customer number, address, telephone number ...), the operator or the operator opens a trouble ticket and may inspect his case through the software interface of Help Desk. The client record contains the history of his calls and all steps have already been made, so as not to repeat the diagnosis. Opening a trouble ticket starts a timer and the operator is responsible for providing a response to the user in a shortest time possible.
To assist in this task, a knowledge base, leveraging the most common questions users, allows him to ask the "right questions" to diagnose the problem and, as far as possible, to find a solution. There is talk of CBR (Case-Based Reasoning, Reasoning translate case-based reasoning system or by case) to describe the process for finding a solution by questions and answers time.
Call centre software determines how the functioning of the company's calls occurs. For e.g., higher priority are to be given to emergency calls which are in turn referred to the emergency department. The software also helps in maintaining a steady file database of the company's employees and customer's. It bridges the gap between the company and the user helping the company to interact with the customer in the most user-friendly way possible. Lastly, the code also helps build security within the company so as to give different access rights to different users and also keep a track of all the internal and external calling records.
Call centers can assist clients as part of a service (VAS), technical support, telesales, or an accompanying staff of a company under the use of a tool or in their daily tasks.
A call center is primarily a human organization responsible for taking into account user demands. Most often the preferred channel is the telephone, but by using Internet through applications [groupware.php3 groupware] is also possible. Some devices have a tool called "Web Call Back" (or "Call Through") allowing the user to be recalled by the company by simply entering the phone number and clicking the button seizure.
Operators are charged initially to identify callers. The Computer Telephony Integration (CTI noted) is increasingly used to couple the telephone system of the company's [system-d-information/si-systeme-d-information.php3 information system] and allow operators to have records automatically on to customers through phone number.
Once the user is identified and its identity verified using a few questions (customer number, address, telephone number ...), the operator or the operator opens a trouble ticket and may inspect his case through the software interface of Help Desk. The client record contains the history of his calls and all steps have already been made, so as not to repeat the diagnosis. Opening a trouble ticket starts a timer and the operator is responsible for providing a response to the user in a shortest time possible.
To assist in this task, a knowledge base, leveraging the most common questions users, allows him to ask the "right questions" to diagnose the problem and, as far as possible, to find a solution. There is talk of CBR (Case-Based Reasoning, Reasoning translate case-based reasoning system or by case) to describe the process for finding a solution by questions and answers time.
Call centre software determines how the functioning of the company's calls occurs. For e.g., higher priority are to be given to emergency calls which are in turn referred to the emergency department. The software also helps in maintaining a steady file database of the company's employees and customer's. It bridges the gap between the company and the user helping the company to interact with the customer in the most user-friendly way possible. Lastly, the code also helps build security within the company so as to give different access rights to different users and also keep a track of all the internal and external calling records.
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