Klienditeeninduse kõnekeskus

Tänapäeva kliendikeskse maailma tarbijad nõuavad õigeaegseid tulemusi, kvaliteetset suhtlemist ja kohest reageerimist. Üks suurimaid väljakutseid, millega ettevõtted silmitsi seisavad, on klientide nõudlusega sammu pidamine ja klientide ootuste ületamine. 

Kuigi ettevõtted saavad oma kliente mitmel viisil rahul hoida, on pädev klienditeeninduskeskus kõige tõhusam viis klientide rahulolu ja laitmatu kasutajakogemuse tagamiseks. Enamik ettevõtteid, eriti alustavaid ettevõtteid, on väikese eelarve ja ebapiisava personali tõttu hädas oma kõnekeskuse teenindusülesannete täitmisega. 

Since interacting with customers and running a business at the same time can become challenging quickly, tools like customer service call centers are an excellent solution for handling customer tickets. Here’s what you should know before you start your call center operation.

Koolitatud ja kogenud kõnekeskuse esindajad haldavad iga kliendikõnet ning jälgivad kõiki tehinguid, vestlusi ja avatud juhtumeid. Kõnekeskuse esindaja hoolitseb klientide probleemide ja taotluste eest, pakub teenuseid, vastab küsimustele, annab teavet ja abi ning teeb muudki. 

The best way to keep your entire call center environment, team, and operation fully organized under one roof is to use call center software. There are two types of call center:

• Inbound call center – also called reactive call center, offers traditional support by responding to incoming calls. Inbound call centers require skilled reps in problem-solving, communication, and technical support to better customer experience.
• Outbound call center —  also called the proactive call center, allows you to reach your target audience with service offers. Outbound call centers help businesses build positive customer relationships, provide a better customer experience, and increase brand loyalty.

Kuidas valida klienditeeninduse kõnekeskust oma ettevõtte jaoks?

Since there are so many different quality customer service software solutions out there, the best way to ensure you get the best solution for your business is to go with advanced cloud-based call center software. Such software should include the following features:

• Inbound calling
• Outbound calling
• Internal calls
• IVR (Interactive Voice Response) technology
• Call queuing
• Automatic callbacks
• Attended transfers
• Automatic call routing
• Automatic call distribution
• Video calls
• Unlimited call recordings
• Multiple supported call devices

Saame anda teile ka mõnda väärtuslikku nõuannet, mis aitavad teil valida teie ettevõtte jaoks parima kõnekeskuse lahenduse.

Determine the type of support

Call center call support has many faces. Before you do anything, think about what kind of support you need. Some solutions are better for handling appointment scheduling and online chat conversations, while others are more suitable for email conversations and 24-hour service.

CRM integration

Choose an option that allows you to integrate your CRM solution with your contact center data. The ability to manage your customer database is one of the key factors determining business success. Doing so helps you understand your target audience, their problems, and specific preferences better.

Mis on klienditeeninduse kõnekeskuse töökohad?

To understand customer service call center jobs, we must look at the call center customer service representative job description. A customer service job should attract a call center agent that is a tenacious problem-solver, entirely dedicated to enhancing customers’ experiences with your brand. 

A customer service agent should be able to provide an appropriate solution to specific problems. They should be communicative, forthcoming, and seasoned enough to take a fair and individual approach with each customer. 

See eeldab head paindlikkust ja tehnoloogiaalaseid teadmisi, et tulla toime erinevate kohustustega, alates ootamatute probleemide lahendamisest kuni paindliku töökorralduse tagamiseni. 

Millised on klienditeeninduskeskuse ülesanded?

Let’s review some of the essential customer service call center duties.

Assist customers across different channels of communication

Modern customers use many different communication and customer service platforms that include social media, live chat, email, etc. The best way to handle such a high traffic volume and increase customer satisfaction is to provide an omnichannel customer service experience.

Provide personalized solutions to customer problems

Teie klienditeenindajad peavad tegelema klientide sissetulevate kõnedega ja pakkuma personaalset abi, et lahendada nende tegelikke probleeme. Kõnekeskuse agendi koolitus hõlmab kliendikõnede vastuvõtmist, tehnilise teeninduse osutamist ja probleemidele lahenduste leidmist. 

Agent peab oskama vastata küsimustele (eelistatavalt mitmes keeles), sest kaasaegsed ettevõtted eelistavad võtta tööle kakskeelseid kõnekeskuse esindajaid, et hallata kliendisuhtlust kogu maailmas.

Provide an exceptional customer experience

If you want to beat your competition, you need to provide exceptional customer service levels to improve the customer experience. Having just a phone line as a communication channel won’t do the trick in 2021. You need to approach your customers in the right way and provide personalized solutions to their problems to turn them into loyal consumers.

Tailor user experience to the target audience

Iga klient on ainulaadne, tema eesmärgid ja vajadused on spetsiifilised. Teie klienditeeninduse kõnekeskuse esindajate jaoks on ülimalt oluline neid erinevusi ära tunda ning kohandada oma toon ja käitumine vastavalt konkreetsele olukorrale.

Millised on klienditeenindaja olulised omadused?

Selleks, et pakkuda silmapaistvat klienditeenindust ja tähelepanu kliendile, peaksid teie kõnekeskuse agentidel olema järgmised omadused:

• The ability to provide top quality service
• Customer service skill and knowledge
• Communication skill
• Administrative skill
• The customer service team should be flexible and comprised of agile problem-solvers
• Use positive language to encourage customer interactions
• Active listening and people skills
• Technical knowledge of products and services
• Customer service agents should know an array of languages
• Knowledge retention
• Flexibility
• Attention to detail
• Creativity
• Great organizational skills