Contact Centre Solution

A call centre is a customer service function of a business organisation that handles outbound and inbound customer calls. So, what is a contact centre? Like a call centre, it manages incoming and outgoing customer calls. However, it also uses several additional channels to interact with customers.

Below are some of the differences between the two:

• Call centres use voice calls to engage with customers, while contact centres unify several communication channels, including phone, social media, live chat, and emails.
• Call centres use Interactive Voice Response (IVR) to offer self-service. contact centres use IVR, chatbots, portals, forums, and the like for self-service.
• Call centres offer reactive support, while contact centres offer reactive and proactive support.
• Call centres use Automatic Call Distribution (ACD) to allocate calls to agents. contact centres use API-based software and omnichannel routing to distribute queries from multiple channels.

Unify all your business communications with the cloud contact centre solution from Ringover. It has an intuitive and easy-to-use interface and integrates easily with your CRM. Ideal for both remote and in-house teams, it has all the features to increase productivity, such as IVR, automatic call routing, power dialling, click-to-call, call recording, and others.

The primary purpose of having a contact centre service is to unify all inbound and outbound communications of a business organisation. Customers reach out to a contact centre for business queries, technical support, service support, sales assistance, and other related matters. At the same time, contact centre agents make outbound communications to customers for the following:

Below are some of the differences between the two:

• Run outbound sales campaigns and generate leads.
• Introduce a new product or service to customers.
• Inform customers of any changes in the company policy, product/service, etc.
• Collect the feedback of customers.
• Conduct surveys and polls.
• Make scheduled callbacks.
• Send payment and renewal reminders.

A contact centre system is a software-based solution that offers tools and technologies to manage, organise, and distribute customer communication on multiple channels. It will have features and functionalities to handle everything from intelligent routing to recording to analytics. You can integrate it with your CRM and streamline your communications.

A contact centre system can be on-premise and cloud-based. On-premise or traditional contact centres require physical infrastructure and regular maintenance by IT teams. So, what is a cloud contact centre? It is a suite of tools and applications hosted on the cloud and managed by third-party vendors.

You can install a contact centre in the cloud on your phone or laptop and access it from anywhere using an internet connection. Typically, it comes with communication features such as VoIP voice calling, video calling, SMS texting, social media messaging, and live chat.

Contact centre employees, also known as contact centre agents or representatives, are people hired to handle customer engagement and support at a contact centre. They are customer service or sales professionals with communication, problem-solving, and listening skills. A contact centre employee may work from on-premise offices or remotely.

The job profile of a contact centre employee typically includes the following activities:

• Handle incoming and outgoing customer communications via emails, chats, phone, and social media channels.
• Answer queries related to products/services, order placing, billing issues, and more.
• Raise tickets based on the concerns raised by customers.
• Run outbound sales campaigns and marketing campaigns for lead generation.

Call centres can be of three different types based on the kind of calls they handle – inbound, outbound, and blended.

• An inbound call centre handles incoming calls from existing or potential customers and responds to their queries related to products, services, billing, order processing, technical support, etc. It uses technologies like Interactive Voice Response (IVR) and Automatic Call Distribution (ACD) to answer and route the calls.
• An outbound call centre handles the outgoing calls of an organisation. Agents make calls to customers to promote products/services, gather feedback, remind them of payments, notify them of changes in the company policy, etc. It uses power dialling, click-to-call, IVR, and other tools to maximise efficiency.
• A blended or hybrid call centre, as the name suggests, handles both incoming and outgoing calls. It manages sales and support calls using tools and software such as IVR, ACD, power dialling, etc.