A call centre is defined as a physical place where calls are either made or received in high volumes for sales, marketingpurposes, customerservice, telemarketing and technicalsupport. Call centres are very important in the success of a business by building a solid bond with the customers. They make sure that every customer continues to build a loyal relationship with the company. It is important that these call centres are properly monitored by evaluating employee performance and increasing the productivity of the staff. Today, mobile phones have become a highly used form of communication to contact the call center group.The second frequently used form of communication is email. So these customers find talking to call centre agents effective in solving their problems. Their priority is to talk to an agent and have a solution for their problems.
Call centre groups are really relevant for the companies since they have to reply to customer queries involving technical questions or assistance regarding hardware or software .Several industries including computing, electronics, telecommunication etc have such call centre support desks. They answer specific customer queries like related to their accounts, payments, complaints etc.They also undertake sales and marketing mostly by live chat applications on their own company websites.
Majority of the customer prefer being called back rather than waiting in a queue. Some like downloading video files, using real time video chat or speech recognition system. Many times customers are not happy with the service they get from call centre support centres. So to meet their needs companies should know what exactly their customer wants. They should ensure that their problems get solved quickly and also personal feedback needs to be taken from them whether they got a satisfactory service.
Hiring the correct staff in the call centre is very important. To increase the customer satisfaction it is important to improve the employee morale first. When employees have a low morale they get bored and lethargic and hence turnover getslow. If they are happy while they are taking the calls, it results in better returns.
Social Media can be an effective way of communicating with customer’s .In this way one can get more questions in less amount of time. Live chat is an extremely effective way of customer dealing .This is useful for clients who are in different time zones or are busy. One can also answer questions via Facebook.This gives them continuous availability.Call centre executives should be trained in a lot of skills like lead generation, websitesupport, scheduling so that they are well equipped to deal with all issues. Also the call centres should be regularly monitored for best calling methods and improve the call centre at every opportunity. Also metrics should be used to keep track of the effectiveness of the call centre.
Call centre supports are the best way to maintain a personal relationship with customers and hence maintain the company’s reputation. So every individual customer calling should be treated properly to ensure standing out against competitors. This not only improves the customer experience, but also maintains the level of calls coming for the company. Hence it is very important to have a call centre support.
