What is a Call Center? The BEST company offering Call Center services

During the current pandemic, which has reduced the ability of customers to directly interact with businesses, Call Center and Contact Center are increasingly becoming an important communication channel for every business. It not only helps drive revenue during digital transformation, but also stays connected with customers in a personalized way. Let’s find out with GPBPO, what is a Call Center? What are the benefits of call center services for businesses?

1. What is a Call Center?

Call Center is a form of communication mainly using telephone, with many employees (Call Agents) using headsets with microphones to answer incoming calls from customers. It uses the Voice over IP (VoIP) technology and is built on the IP platform.

The main tasks of the Call Center include: receive and process incoming calls from customers (inbound) or call customers (outbound).

What is an Inbound Call Center? 

– Listening and answering customer questions about products and services.

– Receiving customer feedback and requests.

– Collecting information and forwarding it to relevant departments to support processing.

 

What is an Outbound Call Center?

– Consulting sales and marketing for products and services of businesses

– Collecting reviews and surveying customer needs

– Inviting customers to participate in programs or events.

 

2. Compare Contact Center and Call Center?

What is a Contact Center?

Contact Center is a system that helps connect customers with businesses through customer support staff. With a Contact Center, business can build relationships with its customers through many different communication channels such as: phone, website chat, email, text message, or even video calls.

Difference between Contact Center and Call Center?

Many people often confuse Contact Center and Call Center, but in fact, the Contact Center model has a much higher ability to interact with customers than a Call Center. Contact Center allows businesses to manage customer care calls, website chat inquiries, or sales calls, and at the same time integrate all these activities with a CRM (Customer Relationship Management) software.

3. What are the criteria for choosing Call Center services?

Call Center service is becoming more and more popular due to the benefits of helping businesses improve customer service quality, build customer loyalty, increase sales, improve lead conversion and reduce costs. Therefore, it is very important to choose the right call center service provider for your business. Here are some criteria to consider when choosing Call Center services.

Customer size

Scale is the first thing a business needs to consider as a company looking for call center services. Depending on your business scale, you may want to choose a call center that meets the size of your organization’s customers. Call center service providers often charge according to the size of the number of customers they need to serve, so businesses should consider the estimated number to find a service provider that best fits their needs as quickly and easily as possible.

Information security

Researching and choosing a call center with a strict security system is very important to protect the personal information of your customers. Therefore, when choosing a call center service, security plays an important role before deciding whether to cooperate with this third party or not. To better understand the service provider, businesses can ask some questions as follows:

– How will they protect customer data and information?

– Where will customer data be stored?

– How is the data accessed and who has access to it?

– How is the system updated and maintained?

– What security standards does the service provider have?

– What security standards does the service provider have?

Cost

Cost is a very important factor regarding budget and quality of work. Businesses need to calculate to choose a quality service provider with an appropriate expense. Customer loyalty can decline if your company does not have call agents who are equipped with good customer support skills and can maintain long-term customer relationships.

Experience

When looking for a Call Center, you will want the staff they are providing to have understanding and knowledge of your products and services. For example: if the call center provider you are considering has only experience in healthcare, while your business is a software company, you may want to evaluate the staff training process, the level of readiness to adapt and learn about new business types to master the unique characteristics of your products and services.

Businesses are not required to find a Call center service provider with experience in the same field. But if the call center has effective training methods along with experience in handling customer requests, they will be able to meet the requirements of the business.

Location

Where is your business located? Do you do business outside of your home country? Which country? Do you need your employees to speak certain languages in addition to their mother tongue? If your company does business with customers outside of your home country, you will need to choose a call center that that can provide service with international lines to make it easy for your business to receive calls from customers and understand their needs.

  4. Why to choose Call Center services of GPBPO?

• Experience: More than 20 years of experience in providing Call Center services for businesses in Vietnam and other countries.
• Human resources: An experienced and professional operators system. A team with highly qualified technicians, suitable for the specific characteristics of the system and business model of each business.
• Capacity: Manage projects quality according to the ISO 9001:2015 standard provided by BSI. Easily control call quality and evaluate KPI according to the number of successful calls.
• Services: The switchboard system operates 24/7 and an NDA contract is signed to commit to 100% project information confidentiality.
• Cost: save 40% – 50% charges. Businesses save maximum costs of investment in system construction.

Through this article, you have a better understanding of Call Center. For advice on Call Center services from GPBPO, please contact Hotline: 0926 021 999 for immediate support.