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The Informal or Uncentered Call Center |
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Written by Cherry
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Tuesday, 08 December 2009 |
A customer service must be more complex, can be elaborated, offers higher maintenance or higher value products and with "higher touch". In a call center, these are the interactions that cannot be automates. For instance, a customer bought an educational kit to build-your-own amplifier or LED clock for his middle-school aged child. The child was trapped on one of the steps, he called the frontline call center agent but the agent can’t give solution to the problem. In this situation, a customer might want to give that agent the option to route the call to an engineer with an expertise on the hardware problem. The engineer can provide assistance to the customer over the phone to determine the fault. Knowledge workers who work outside of the main call center, can deliver higher quality customer service. This will boosts sales and will gain customer loyalty.
The term here is "informal" or "uncentered" call center. This scheme will separate the call center and the specialized departments across to be able to deliver better quality service. Many call centers have discovered that they can assemble a culture of customer service. By this means, the employees will understand the customer experience. Having informal call center is a solution to virtual call center. The so-called solution suites are transported over the Internet via software-as-a-service or cloud-based model. Thru this model, the call center software environment can be accessed via computer or mobile device with a web browser and an Internet connection. The system can only be accessed through the company network. [via] |
