How does working in a call centre work?

Work in a call centre is varied. It varies depending on the area you focus on. While customer service specialists generally deal with customer problems, those in the telemarketing department are in charge of arranging appointments, for example. Wondering how working in a call centre works? Read on.

Customer service

The basic services offered by the call centre include customer service. It is staffed by trained employees who answer customer questions, help them solve their problems and guarantee their satisfaction.

A number of works are carried out in the framework of customer service. In addition to communicating with the customer via phone, email, online chat or social networks, there are also other services available, such as:

• Order line – operators receive and process orders, requests for catalogues or brochures, etc.
• Helpline – Help desk – A more sophisticated form of support that is usually provided for products such as computers, installations and electrical equipment.
• Comprehensive back office – Professional administrative support for the company. It is an informal name for all processes and activities that are hidden from the customer.

Operators are usually trained to be able to do multiple activities at once. This means that in addition to answering customer queries, they can also take and process orders or do administrative work.

Telemarketing

As well as customer service, the telemarketing is a broad field in which operators focus on several activities. These include:

• Arranging meetings – Professionally trained staff will take over the phone calls to clients or customers and arrange the necessary meetings with them.
• Telesales – one of the most effective forms of direct marketing. Operators call directly with customers and present your products or services to them in the best possible light.
• Retention – A service in which call centre staff try to retain existing customers or bring back former clients who have left you for a competitor.
• Updating databases – Operators regularly update databases and purge them of old contacts.

Surveys

Working in a call centre also involves creating surveys to give you a better understanding of your customers and what they need. Surveys tend to be different. However, the three you will most often come across are:

• Telephone market research – One of the fastest surveys that will get you answers to your questions in minutes. You can easily find out, for example, what is the awareness of your brand or what is the attitude of your customers towards your product.
• Net Promoter Score – a tool used by operators to manage customer satisfaction. They use it to measure the overall perception of the services provided and products sold.
• Quality Calls – is an extended version of Net Promoter Score. This method is used by operators to find out additional information about customers and their attitudes. This way you get a better picture of their buying behaviour.

Debt recovery

At Credit Call, we also focus on debt recovery. This comes in handy in case the other party fails to pay your invoice. The whole process starts with the so-called. early collection. As part of this, we contact the customer or client just before the invoice is due to remind them.

When a customer fails to pay a claim, our operators switch to out-of-court recovery. They contact the person by all possible means and try to find the best way to settle the debt.If the other party does not respond, there is judicial recoverywhere our operators are joined by experienced lawyers.