Blended Call Center plays a significant role as both a Customer Service and Marketing Channel.
Call Centers specialize in customer relationship management, supporting sales and marketing processes, conducting research campaigns to inform customers and identify their needs, and managing time and costs.
Customers use Call Centers to:
Get information about a product or service they wish to purchase,
Make purchases,
Express complaints or requests about the service/product they have purchased.
Companies prefer Automated Calling Campaigns to:
Provide information about new products and/or services,
Conduct customer satisfaction surveys to collect feedback,
Launch personalized call campaigns for customers,
Manage customer information, and remind them of outstanding debts.
The Role of Blended Call Center in Customer Service
When customers call a Call Center, they expect to receive information about their requests or complaints as soon as possible.
They want to complete their transactions as quickly as possible through self-service, without speaking to a customer representative.
Companies use Call Center Management to:
They expect to:
Execute call processes in the fastest way possible on a single screen,
Use all customer information during the call by integrating it with other software used by the organization,
Be able to temporarily monitor and analyze call traffic.
The Role of Blended Call Center in Automated Call Campaigns
Preview Dialer: In this method, contact information is automatically selected from the uploaded campaign data and displayed on the Customer Representative screen. The outbound call is manually initiated by the Customer Representative at any time.
Progressive Dialer: Customer information found in the campaign data is automatically opened on the Customer Representative screen, and the outbound call is automatically initiated by the system.
Predictive Dialer: The reach rates of outbound calls are analyzed to initiate new calls. Based on the statistics, the number of calls is determined, and the outbound call is automatically initiated and assigned to Customer Representatives.
Blended Call Center Customer Representative Features
To help companies provide their customers with an excellent Call Center experience, we offer the following features with the Blended Call Center Customer Representative Package:
Easy accessibility with a web-based Call Center interface
Location-independent operation flexibility
Call Management on a Single Screen with Integrated Web phone
Alarm Emails to simplify management
Customer Representative activity management and reporting
Queue management and reporting
Managing manual outgoing calls
Outbound Call campaign management and reporting
Dynamically loading data from an Excel file or via a Web Service
Integrations for 3rd Party Software and Embedded Tegsoft CRM Features
The Blended Call Center Customer Representative Package allows you to manage contact communication with embedded Tegsoft CRM, as well as including advanced integration models for your 3rd party Customer Relationship Management (CRM) software.