Contact Center Overview

Contact Center Overview

What is a contact center and why should I employ one? These are typical questions most perspective users of contact centers will ask when looking into the idea of outsourcing their businesses calls and inbound / outbound communications to a contact center. Below you will find a brief overview of our contact center to give you a better introduction of what happens when your call is forwarded to our service.

Defining a Contact Center

A contact center is a physical building, full of contact center operators, dedicated to incoming and outgoing contacts for a contracting business. These forms of contacts can include calls, emails, and even faxes. Each of the contact center operators is trained to use multiple types of communication mediums to directly interact with clients. This direct interaction by professional operators proves to be a strong way to improve customer service, increase efficiency, and cut down on operational costs. A contact center can assist your business by:

• Increasing sales by offering a professional live operator to benefit your customers
• Increase customer satisfaction level through 24 hour customer service support
• Multiple methods of communication to assist your customers

Procedure When Your Customer Calls Our Center

WHen you customer contacts our service, they do so through a toll free telephone number we provide or a direct telephone number that is forwarded to our contact center. The toll free number is connected to a dedicated trunk at our call center which receives only your businesses telephone calls. The PBX within our call center routes your telephone call based on your account requirements, i.e. IVR (Interactive Voice Response), voicemail box, Live Operator Managed, etc. From there, the call is managed by our ACD system (Automatic Call Distributor). This ACD is an automated software system that routes calls to specific operators or individual agents at the contact center.

Once the call is routed to the agent by the ACD, information about the customer account is displayed on the operator terminal which is prompted by the original PBX trunk the call came in on. These screens tell the operators how to manage telephone calls including what information they need to get from callers, what information they give callers, instructions, procedures, etc. If necessary, web integrated terminals allow operators to interact with web forms or other internet based software already set up on your website to input customer data.

Efficient and Professional Contact

Within a contact center, efficiency is key. The operators with the best skills to manage the callers situation need to receive the correct telephone call. With a contact center from Specialty Answering Service, efficiency is how we are able to manage high volume accounts and keep busy signals and customer waiting times to acceptable levels. Based on intelligent call routing, we are abel to manage high volume accounts and serve each customer appropriately. We at Specialty Answering Service hold efficiency to the highest regard and thus our contact centers operate efficiently all day, every day.

If this contact center overview did not answer all of your questions about what happens when your business lines ring at our contact center, please contact Specialty Answering Service at 1-888-532-4794 for more information.