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Call Center

The call center makes full use δ> of modern communication and comδ©βputer technology, such as IV↓"≈R (Interactive Voice γ↕ ¥800 Call Center Process Response System♦←§), ACD (Automatic Call Distribu​φ λtion System), etc., which can automatic‌↔λσally and flexibly handle a larσ©♠★ge variety of different incoming a©₹‍nd outgoing calls Operation and ope↕♥ration place of business and se↑☆rvice. The call center has graduall'&βy transformed from a telemark≈↓eting center to a CTI (computer δσ‌©communication integratio₩​<↑n) integrated call center>  in enterprise applications. It h↔≥πas integrated various media↓δ<₹ such as telephone, computer®→↔₽, and Internet into m₩→××arketing, service, an'•πd many other tasks.

A call center is a servic±<πe organization compos∏♣Ω ed of a group of service personnel i'‍n a relatively centralized place, ™‌↓£usually using computer c"↑ommunication technology to hand"←le inquiries and cons '>÷ulting needs from enterprises ₩♥>↓and customers. Taking β← telephone consultation as an •¥↑example, it has the ability to process¶ "‌ a large number of incoming ✔★ calls at the same time, and also has a®<β" calling number display, which cδ₽¶ an automatically assλ♦ign incoming calls to pers"σonnel with corresponding skills for p×λrocessing, and can record π₽ ∏and store all incomi•γ®∑ng call information. A✔÷δ₽ typical call center based on cλ↑ustomer service can hav‍$<£e both inbound and outb<γound functions. While proces↕πsing customer information≥¶ query, consultation, compla'​¶int and other services, ↓¶←'it can also carry out outboun &αd services such as customer return ™★∑↓visits and satisfaction surveysα£. According to technol&' ∞ogy, it can be divided into call centσ₹∞ers based on computer boards, call ce"±₹ nters based on switches and int∑' ‌egrated call centers based on IP techno×'logy.

In the call center industry, thπ♠∑πere are various categ↑'ories and categories such a∏ ₩s self-built (In-House Call CentΩ&er), outsourcing (Out ×< Sourcing Call Center),‌☆ hosting and equipment leasin<δg (or Application Service Proφ"vider). form.

  • 01

    The self-built call center♥€ refers to the call center investe¶×d by the user (government or enterpriseσ↔φ ) who uses the call center. §₩$εThe purpose is to use the call cent≈¶→er to develop its own business. ↑<The self-built call center¥"≥ is generally only used to dea©¶×€l with its own business and service r§±®πelated The call service €≠®×does not provide call center serviΩ★≈σces to third-party manufacturers.

  • 02

    Outsourcing call cent±↔≈er refers to related users ou‌↓±tsourcing their call related services ♠♥★>to a third-party call ser"πvice provider (call center)‌≥. Generally, they have t←​↔→o pay a certain outsourcing f×$ee. Such a call center ca‌≠n be called an outsourcing call center ✘•. In the field of outsourcing call ce®≈εnters, users or manufacturers can be →±δ✘divided into contractors and contr ✘±∑actors. The contract issuer refers to↑>♣ the enterprise entrusting a thi→α∑rd party to fully manage or partia§±←≈lly manage the busin♣™±ess of its call center. The receivinφ♦"g party refers to the purpose ∏±©of the investment and const£δruction of the call center by the ent§♠erprise is to use the built call cente✔"$r to provide its cust‍€‌ omers with its own call center func♠$™>tional services, or customer service, o>✘™♦r commercial marketi÷¥ng.

  • 03

    Call center hosting service, as t ✘÷&he name implies, is that enterpε"δrises hand over the cal  ¥↑l center system to profesγ βsional companies for construction and ®"σmanagement. The enterprise itseεφγ"lf concentrates the scarce hum∑♦★an and financial resourcesδ∏​★ on the core busines®☆γαs. The construction, maintenance✘<, upgrade and improvement of tφπλ₽he call center are all γ♦ <handled by professiona≥↕l companies that provide ca☆≤♥↓ll center hosting services.

  • 04

    The call center equipment l♠★easing business refers to that the e™↓nterprise rents all or part of the c♣αall center system equipment and ap®☆plication software provided by a thΩ​↕<ird party to build a call center. T₩"¥☆his call center is locate>✘≈d on the client side, and the lease ∞÷‍party pays the lease pa✔∑ rty according to the φ♣lease time. When the co&δ ntract ends , The lease behavior is ‌₹terminated on its own.

  • 05

    In the past two years, a new cε ₩÷oncept has been prop ✘osed. The leased call center, the l÷≈∑eased call center and th™φ↕e call center equipment lease ©•‌service are not the same.σ'$ The leased call center does n"¥ot involve hardware equipment. It iφ↓•s itself a leased service.