8 Tips for establishing a Professional Contact Center
8 Tips for establishing a Professional Contact Center
Establishing a professional contact center for your organization or business is an essential step towards improving the performance of customer service, sales, and technical support, and increasing sales and profits in general.
Call centers are the most prominent tools of institutions and commercial activities to achieve their goals and communicate with their customers in a faster and more professional way for various purposes.
Bevatel is one of the most prominent Saudi call center companies that provide professional solutions and services for modern cloud call centers for various business sectors and commercial activities with multiple professional benefits and the lowest costs in Saudi Arabia.
Through this article, we will learn about the top 10 tips recommended by call center experts and customer service to create professional call centers at the lowest costs with Bevatel, let’s go.
8 Tips for Creating a Professional Contact Center
There are many considerations that you must take into account to establish an integrated customer service and technical support center at the lowest costs, although we cannot go through all of them in detail, we can mention the most prominent of them in brief points as follows:-
- Cloud call center system
- Calling Features with customers (waiting, diverting calls, Calls keeper)
- Call Recording
- Voicemail feature
- IVR Feature
- Customer Relationship Management System for sales
- Technical Support Tickets
- Live Panel and system reports
1- Cloud call center system
Call center experts to recommend the cloud call center system to make and receive customer calls and communicate with them in a faster way and many advantages. This system provides options and professional tools for communicating with customers because it helps you make and receive high-quality calls.
This system enables you to make and receive as many simultaneous calls as possible in the cloud and only with an Internet connection.
It also saves you many costs of traditional call center devices, behavior, and installations that traditional contact center systems require, as it is an internet-connected system.
This system enables you to make and receive customer calls and operate the call center from anywhere and in the cloud and without the need to be at the call center headquarters. And then it allows you to appoint customer service and technical support staff who know remotely and from anywhere as well as you can follow the workflow of the call center Your real-time, real-time reports and from anywhere too.
2- Calling Features with customers (waiting, diverting calls, Calls keeper)
One of the most prominent tips that contact center and customer service experts recommend to create a professional call center is to use a cloud call center system that provides many features of communication with customers to communicate faster and provide better service and technical support to customers.
Among the most prominent of these features are the following:-
- Call Keeper
- Call Transfer
a) Waiting feature
This feature helps you if all the customer service staff are busy answering the callers, in this case, the system puts the callers on the queue until one or more employees are available to answer them.
While you’re waiting, you can play specific music or play audio messages about your organization’s offers and services, business, or business hours.
b) Call Keeper
This feature keeps missed or unanswered calls, whether during working hours or off-duty hours. So that your customer service or sales staff can call these customers again.
c) Call Transfer
Call forwarding is one of the most important features that helps your customer service, sales, and technical support departments to provide better service and technical support to customers.
Using this feature, you can transfer the call to a specific employee or department, or the voice mail or automatic response feature. This feature also enables you to auto-transfer customer calls to a defined department or to hear a specific voice message when they call outside working hours.
3- Record calls and extracts recordings for the last 30 days
The cloud call center system from Bevatel records all the calls of your organization or business call center, and this system allows you to extract the call recordings of the last 30 days.
This feature helps you to view the workflow of the call center and your customer service and get an overview of the performance of your employees, and then help you to evaluate and develop performance.
4- Voicemail feature
A feature allows callers to leave their inquiries, complaints, or requests in one or more voice messages that the responsible employee hears to call them again to answer their inquiries or review their complaints and requests.
Voice mail is one of the most prominent features of cloud call centers. It helps customers leave their inquiries and complaints if they call during off-duty working hours or when all customer service, sales, and technical support staff are busy answering other customers.
5- IVR Feature
This feature is recommended by call center and customer service experts to create a professional contact center for business.
And it is one of the advantages of modern cloud call centers to communicate with customers.
This feature enables you to respond to customer inquiries and solve their problems through some pre-recorded voice messages that callers hear and choose from among which to answer their inquiries or solve their problems.
6- Customer Service Management System for Sales
The customer service management system enables you to conduct and follow up all sales operations, moment by moment, in a professional manner, starting from capturing potential customers and sales opportunities, issuing financial offers and sending them to them, convincing them and converting them to actual customers, and even issuing financial invoices and their participation in your services or their purchase of your products.
This system also allows your sales or project managers to follow the progress of the sales department, moment by moment, by looking at the completed, unfinished, and pending sales processes for each employee and uninterested customers.
7- Technical support tickets
To have a professional contact center that helps you to provide better service and technical support to customers, the Bevatel CRM system is one of the main elements that help you improve the performance of technical support.
Where you can provide technical support to customers in a more professional manner through the technical support tickets provided to you by this system, which help you follow up on your technical support operations moment by moment and provide technical support to customers and see recurring customer problems and work to solve them and get rid of them permanently.
8- Live panel and system reports
One of the most important advantages of the cloud call center system from Bevatel is that it provides you with a live monitoring screen and a reporting system to follow up the workflow of your customer service, sales, and technical support departments, moment by moment, with reports and statistics.
The live panel provides you with live details about the workflow of your employees and the status of each employee whether he is on a call, in a meeting, busy, or out of work.
This screen allows you to view the queues and waiting time for each caller, and see the details of ongoing calls and the duration of each call.
While the system reports provide you with comprehensive statistics and details about the performance of sales staff, customer service, technical support, the number and duration of calls made by each employee, the number and duration of breaks per employee, and the number and duration of shifts.
Call center and customer service experts recommend the cloud call center system from Bevatel to create a professional contact center for organizations and commercial activities because it provides many professional advantages and integrated options for communicating with customers in a faster, more professional, and lower-cost way in Saudi Arabia.