Home: Predictive dialers :: customer relationship call center service practices

Customer Relationship Management call center service practices - the core of a call center activity

To maximize call center efficiency, the service practices must improve permanently the contacts with the clients. The service practices must empower the agents with the ability to establish efficient contacts with the customers. The agents must learn how to use in the best manner the contact manager software features. The agents must improve permanently their communication skills and their language knowledge.

The service practices become more important when the call center provides multilingual customer support credit services, inbound and outbound telemarketing, voice response, and web-based services. Basic conversation recording solution may be used only if the hardware configuration provide support for such features. Laws in many countries can govern conversation recording. It is wise to check with a legal council the conditions to implement this solution. Its benefits are major in the customer service scenario for control purposes. This control will show the critical situations and it will help the supervisor to improve the agents' professional background.

There is some software packages providing self-help features rely useful in unexpected situations. The support team must share this software feature with all members. According to the statistics, more than 70% of the request amount is made by telephone. This means that the agents are all ways the main role in call center efficiency. The call center leading team must recognize the importance of voice communication. The call center must provide hosted voice and voicemail functionality through either public switched telephone network or using a standard telephone and a personal computer. To improve the service practices the software package must allow the call transfer announced or blind in the case where a difficult request appears. This is the moment when a most experienced agent or a supervisor can help he agent to resolve correct the clients needs.

To give a real and efficient support to these agents, the call center can use features allowing the usual answer storage in a database. A different feature can store the information regarding the static data, like the messages to outbound to make a telemarketing project or messages for advertising purposes. The type of the content classifies the interactive services:

• Services that delivers database static information: a credit card information realized using a link to the credit card account database;
• Services that deliver content from the Internet: it retrieve the content of web pages on the Internet and deliver it to the customer;
• Services that deliver static content: it delivers the content that not change, for example the general stores addresses;
• Services that manage a "virtual community": information about hospitals, heath care centers addresses, and citizen information center hours.

• Traffic line, providing information about the roads condition
• The weather line, providing information about the weather
• Access to credit card account
• Banking information

The real possibilities for a powerful call center are much larger. A call center is usually specialized on certain activity fields. Its specific is decisive in the call center service practices, but the purpose is all ways an excellent relationship between the agents and customers, the base of the clients fidelity.