What are the functions of the call center?

The functions of the call center mainly include telephone access, call control function, call transfer and voice information storage.

I. Telephone access

Telephone dial-up access, that is, modem dial-up access, refers to a way to access the Internet by connecting an existing telephone line to an Internet service provider (ISP) through a modem installed on a computer.

Second, the call control function

Intelligent routing allows the call signal to be directly connected to the most suitable telephone attendant. The selection based on call data can reduce the call time between the operator and the user, improve the work efficiency of the operator and save the call time of the user. Call traffic can be automatically allocated to improve utilization. Voice and data processing allow different operators to transfer.

Third, call forwarding.

Call forwarding means that the mobile phone is unable or unwilling to answer the phone, and the incoming call can be forwarded to another phone number. It is a traditional communication service in the telecom industry, also known as call forwarding and incoming call forwarding.

Fourthly, voice information storage.

Generally speaking, you can find the call information storage function in smart phones, but you need the services of other operators to store and query the call information.

Importance and characteristics of call center;

1. Importance: integrate the communication channels between enterprises and customers and establish a customer-centered service model; Provide customers with high-quality, efficient and all-round services; Enhance corporate brand and customer loyalty, attract new customers and retain existing customers; Provide customers with personalized and differentiated services to gain a competitive advantage; A variety of channels for customers to choose from, and provide 7×24-hour service to improve customer satisfaction.

2. Features: the unification of all channels between customers and companies; Allow customers to experience any channel of interaction with the company; Through the existing technology, customer interaction is turned to a lower-cost channel; Constantly strengthen the automation of the interaction process to respond more quickly and effectively; Process standardization. Solve customers' problems in a more timely and appropriate way.