Customer service center, also known as a contact center, is a specific part of organization. The center is composed of customer representative staff. The main function is to manage all customer contacts. Customer service center is also an important part of customer relationship management.
The customer service center can be compared with call center. The difference is that the call centre primarily focuses on telephone communications. Customer service center handle all types of communication – emails, live chat, calls or faxes.
The customer service center is software that allows you to effectively conduct customer service. Thanks to it, the company has a chance to collect data on the clients it serves, develop and improve customer service.
The basic features of the customer service center are automatic distribution of calls directly to a specific agent, call recording (you should inform customers about it), integration of mobile telephony or interactive voice response. The ability to conduct analytics and collect data is extremely important.
The main type of customer support services is the Inbound Call Center, where only customer calls are handled. The second type is an outgoing call center, which is a center that only carries out calls from agents to potential or current customers. The third type is a virtual call center that allows you to conduct all kinds of phone calls.
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