Monday 5 December 2016

What is the difference between a call center and customer service?

Customer service is assistance provided by a company with regards to its products or services, while a Call Center is an external organization that makes inbound or outbound calls relating to sales, customer service, market survey, etc… A call center may have tools like Call Center Software to execute parts of your customer service strategy.

Call Center Software Solutions forms the foundation of your business and the technology that you select has a tremendous impact on your company’s bottom line. Choosing a call center software is a significant investment that you make, as it helps monitor the key performance indicators. 

It is important to keep a track of customer complaints/queries and the response time which makes it a necessity for call centers to have an efficient software solution for improving the quality of its customer service index. 

Thus, call center’s may opt for a Virtual Call Center Software that helps manage call distribution, inbound call queues, provides real time monitoring and can also track report.

Call center’s are prominently known for the sales figures they achieve through outbound calls. This gives utmost priority to the Outbound Call Center Software that is used. 

To avoid any error or miscommunication, while interacting with prospective customers, it is imperative that the software is critically examined before purchase.

So, don’t just pick a software that looks good. Choose the Best Telemarketing Software for your business that will improve productivity.

What if you no longer had to pay for routers, servers, new hardware and software, or the in-house staff required to maintain all of this? Ever imagined it that way? 

Cloud Contact Center Software is a subscription based technology, which means that all hardware, software, and maintenance is handled by the cloud provider unlike your in-house customer service department.

With the growing competencies it is vital to provide speedy customer service in the best possible way. What if you were able to reach the customer service agent who couldn’t address your concerns due to lack of knowledge? 

However, tracking the agent’s response and the speed at which complaints are resolved is only possible through a good Customer Contact Center Software Solutions.

CASE STUDY:

Now that we understand the differentiation between call center and customer service, let’s look at the difference between the two in real life.

Irrespective of the industry you belong to, your business is always dependent on the kind of customer service you provide. After all, satisfied customers are the ones who will refer your products or services to others.

The case study deals with a company managing an ecommerce website that had a third party chat box of the website. Customers could address their queries or complaints in the chat box which was handled by an in-house executive. 

CHALLENGE:

With a growing company like theirs, they needed to lessen the response time and address all of their customers which was turning difficult as the numbers started to increase.

SOLUTION:

They thought of outsourcing the work to a call center and invited and received quotes from a few call centers.

They decided to go for a call center which fit their budget. However, after a month they came across reports where the customer service agents were not able to address customer queries. They also noticed that the response time was high.

Now, they couldn’t neglect how important it was to do market research and find out which one could provide better results and suited their requirements. 

The company soon found an appropriate contact center which had the best possible software that would route incoming calls and cut down the queues. The software recorded real time data and agent responses over concerns raised.

If you too have a growing business and wish to outsource customer service to a call center, make sure to check to see if it has the Best Call Center Software to suit your requirements to make sure your investment reaps a good outcome.

Improve Customer Service with Tentacle Call Center Software. Try it FREE.

1 comment:

  1. thanks for Sharing valuable topic information.It's really helpful to understand the different Call Center software & Customer service

    ReplyDelete