Call Center
Call Center, or in our language ‘çağrı merkezi’, refers to centers where brands or companies maintain their business communications with connected individuals or institutions, and where incoming and outgoing phone calls are made. A Call Center (çağrı merkezi) is a place where customers call to get help about the products or services of brands. Additionally, representatives in call centers can make calls for sales purposes.
Call centers, which regulate and ensure the healthy conduct of individuals’ business relations with institutions, utilize telephone support as a means of communication. Individuals who provide this support to their customers over the phone are referred to as ‘çağrı merkezi müşteri temsilcisi’ or ‘call center customer representative.
A call center brings many benefits to institutions:
- It ensures healthy communication with customers.
- Influences the positioning of your brand in the market.
- Determines the status of communication between you and your customers.
- Increases the success of advertising activities.
- Maintains customer loyalty.
- Sheds light on areas you need to pay attention to during the advertising process.
- Allows for the improvement of any process that is lacking or going wrong.
- Contributes to the efficient increase in sales.
- Provides post-sale support to customers in problem resolutions.
The word ‘Inbound’ in English means ‘incoming’ in Turkish, and an Inbound call center refers to a place where incoming calls are handled. Inbound call centers, in the broadest sense, are places where incoming calls are answered. They deal with service issues such as complaints, orders, and technical services coming from customers. In other words, they take on the task of answering incoming calls. In summary, Inbound refers to the calls made by customers to call centers.
Outbound call centers are those that perform outbound, or external calling operations. They reach existing customers and potential customer groups by calling predetermined phone numbers to provide information and announcements about products, services, and campaigns. Thus, they contribute to the healthy continuation and acquisition of customer relationships. In short, calls resulting from calls made by call center customer representatives are referred to as Outbound.
Nowadays, many brands or institutions provide services such as sales, assistance, and technical support to their customers through call centers for better and higher quality service. Setting up the aforementioned call centers requires certain hardware and software equipment. For the establishment of a call center, in addition to call center software and CRM software, equipment like headsets, Softphones, IP internet phones, and Gateways are needed. The setup of a call center must be carried out in a very planned manner. A working plan is created by determining an operation process according to the required needs list. Based on the estimated number of calls and the working hours determined accordingly, the need for Call Center representatives is calculated, and a work schedule is established. To ensure the desired and targeted quality service, the procurement of necessary technical software and hardware is carried out.
Call Centers, also known as ‘çağrı merkezleri’ in Turkish, primarily act as a bridge between customers and institutions through phone calls, but they can also serve their customers through SMS, email, or online chat channels. Call centers offer a variety of services: Appointment setting, sales and advertising services, maintenance and service, product installation technical support, customer service, and complaint feedback are among the foremost of these services.
Advantages Provided by Call Centers to Companies
As a result of the strengthened relationships between institutions and their customers, supported by call centers, there is an increase in customer satisfaction, which also translates into more sales for companies. Call centers, acting as a bridge between institutions and customers, ensure the continuity of customer satisfaction while offering numerous advantages tailored to the desires of brands and the needs of customers. In this case, there are many advantages that call centers provide to brands or institutions:
- Having a centralized point of contact for customers to receive services.
- The ability of call centers to provide 24/7 service.
- Conducting assessments about customer satisfaction.
- Reducing established operational expenses.
- Rapid evaluation of customer requests and complaints.
- Enabling brands to conduct analyses related to healthy branding processes.
- Supporting companies in their sales and marketing areas.
- Maintaining and enhancing customer loyalty.
- Gathering information about the customer base.
- Benefits to institutions from customer satisfaction created by services provided by a professional team.
- Creating a sense of satisfaction among existing and potential customer bases.
- The advantages provided by a call center to an institution are formed by the benefits of branding processes using feedback and collected data.
What is the Difference Between a Contact Center and a Call Center?
A call center does not only exist as a sector where telephone calls are made. Along with telephone calls, call center services conducted through communication tools like email, SMS, and online platforms have also brought about the concept of a Contact Center.
Although both concepts are closely related, the Call Center extends back to an older historical period and is a more commonly used term in everyday life. Contact Center, on the other hand, is used to encompass a broader conceptual area. In summary, while Call Center exclusively represents telephone calls, especially in recent times, Contact Center addresses not only telephone calls but also calls made through communication tools like email, online, fax, and SMS.
Call Center Solutions with Admuch
Call centers have only recently started to become a sector in our country. This development, coinciding with the late 90s, brought a new concept to customer relations along with technological advancements. Although call centers were initially preferred and used mainly in retail and banking sectors, they have quickly established a significant presence in other sectors as well.
In recent years, it has become inevitable for brands in many sectors to provide call center services. Call centers assist their customers in service areas such as customer services, sales and marketing, and technical support for companies. We see how important communication with customers is in the rapidly changing sales services. For a healthy company-customer relationship to form, the support to be provided must be delivered as quickly and efficiently as possible. The quality of after-sales support, along with the nature of every product or service sold, is a matter of utmost importance in terms of a brand’s vision and reputation. The concept of customer satisfaction is not just a theoretical idea. Customer satisfaction also translates to sales.
There is a parallel between the service provided and customer satisfaction. To ensure the continuity of customer satisfaction and the highest level of service quality, the analyses collected in call centers must be carefully examined. For this reason, the benefits and advantages provided by call centers should not be overlooked by companies.
At Admuch, we offer call center services in the most privileged and best way, with a team of experts and experienced professionals.
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