THE IMPORTANCE OF CALL CENTERS

The lifetime of a company and the success of it, not from their products, suppliers or employees, comes from customers. No customers, no sales; no sales, no money and no money no employees or suppliers.

Sometimes companies focus more on acquiring new customers rather than maintaining old customers. One way to keep and grow and achieve further improve their perspective of the company is having close communication and quality care through a telephone contact center.

Reasons to implement a Contact Center

Many customers have complained that when they call some company that does not have a specialized customer care area are slow to address them and solve their requirements. The transfer from one person to another and incredibly nobody can help them, not even giving them good care.

That's why many companies have now invested in these areas of customer service or call center, either in training operators and supervisors thereof used as offices or telephone contact centers.

Definition of Contact Center

Contact centers are areas that companies have used to communicate with clients or business partners. Also used for collections, surveys and market research .

Persons employed for contact centers are called "Telephone Agents" or "Call Center Agents" and are trained to respond to requests, complaints, suggestions, answer questions and conduct surveys or collection calls.

Objectives and benefits of a Call Center

The objectives and benefits provided by contact centers for large companies are manifold. One objective is to disseminate information, to bring the customer to the company, after-sales services to keep customers , resolving queries and addressing requirements among others.

There are also those that work as Help Desk that allow customers to help or even members of the same organization in a specific technical problem.

A significant benefit can be seen in cost savings and increased profits to retain customers and keep them satisfied. A well-managed contact center can provide higher service levels at lower costs.

Scope of Contact Centers today

It is becoming more important for companies to have these areas of customer service, whether implementing a central internal or external contact by outsourcing.

This is shown in the number of company employees for these purposes. For example, in United States the existence of between 2.5 million and 6.5 million employees in contact centers is estimated. Europe, meanwhile, has about 750,000 people operating. In Mexico by 2005, an estimated 190,000 people were counted according to the Mexican Institute of Telemarketing.

And the count continues to rise, many companies around the world deploy contact centers and internal employees themselves manage the area. With that fail to ensure a longer life of a client. The client, meanwhile, feels the approach and is undoubtedly the best judge that the company may have on their performance, it is who provides direct and sincere manner as the company develops.

Just as there are accounting and tax audits, which are shaking companies, customer audits could have, if only there were companies such audits would know further that are failing, because they would know what the client feels and thinks of company.

To reach that level the importance of contact centers currently and for the same reason companies today more than ever are looking to invest more in these contact centers in order to have , among other benefits, an approach with their clients.