Customer Relationship Management : Why entrust it to a call center?

Why entrust customer relationship management to a call center?

Why entrust customer relationship management to a call center, what you need to know

Customer satisfaction is nowadays essential for a company, which is why the development of a company’s activities depends on the communication processes it has set up with its customers or prospects. If a company wishes to improve customer relationship management, it can turn to a customer relationship center, called call center, this structure has the mission to direct all actions to retain or attract customers or prospects, whatever the objective of the mission, a good customer relationship management is not possible without modern means of communication, including telephone, email, social networks, email service, websites, and all this is done by a C. R.M. in conjunction with telephony and the Internet, which aims to monitor, manage, optimize and analyze data on customers and prospects.

Call Center – Services that go beyond call management.

Although the main tasks of a call center are to manage incoming and outgoing calls by analyzing several indicators, such as the rate of received calls, the rate of lost calls, the rate of canceled calls, the number of contacts per hour, the number of OKs, the number of rejections, etc., the call center is also responsible for the management of the calls. The role of the call center is evolving towards more interactivity, more communication channels, more innovation to communicate on the same channels as its customers, to make the call center a multi-channel customer research center or the CRCMC.

Customer Relationship Management – Social networks are making their entry into call centers.

The customer relationship management continues to develop with the introduction of new means of communication. Phone calls, emails, messages on the company’s website, discussions in forums… The social networks such as Facebook, Twitter are included in the list of customer relationship management channels. Aware of the importance of these channels, more and more companies are making themselves felt on these channels. The same goes for call centers and customer relationship centers, which are also in high demand by companies that want to improve their customer service.

Why should a call center manage a company’s social media?

The call centers are undergoing a great revolution with web2.0. The companies have used the Internet and social media to sell products and services, and the customers, in turn, have used them to buy their problems or find solutions. In fact, social networks are known to allow instant exchange. When you integrate it, you need to be ready to respond to customers and consumers at all times, especially when they ask questions or make complaints. On this last point, more than half of customers expect a response within an hour. If the brand takes a long time to respond, this can lead to customer withdrawal.

If your company has a presence on social networks but does not have enough time to deal with it, it makes more sense to manage it through a call center that can respond quickly and with good arguments. In social networks, there are also customers who leave positive comments. In order to gain their long-term loyalty, you need to talk quickly, when customers need help, you need to act quickly to gain their long-term loyalty and trust.

Which call center to choose for social media management?

Since the call center is considered the best place to manage social media in a company, it must have the experience, technology and measures necessary to successfully accomplish its tasks and allow the client company to benefit from social media. Even if the company wishes to entrust customer relationship management to a call center, it must nevertheless have a well-developed policy. This management policy must include goals and objectives. For its part, the call center should not take its flexibility and responsiveness lightly. In Mauritius, call centers have a good knowledge of customer relationship management strategies in social networks. The majority of call center operators working in these social networks are fluent in French and other languages and can easily accomplish their tasks.

You now know more about : Why entrust customer relationship management to a call center.

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Jean-Pierre Gagnon
CEO – Prospecto