|
An organisation containing a call centre environment
communicates with their customers in a number of different
ways, who initiates the contact defines the type of contact
centre.
If the outside world initiates contact, then the contact
centre is said to be an inbound contact centre.
Conversely, if the contact centre itself is responsible for
initiating contact, then the contact centre is said to be an
outbound contact centre.
Some companies choose to separate the handling of customer
contacts by medium. For instance, a company may establish a
department for inbound calls, one for outbound calls, and a
group for email. Some companies, especially smaller ones,
opt to create “universal agents” who handle all contact
types. Companies create universal contact agents for reasons
of efficiency and service, and often because they find it
easier to train agents in multiple communication methods
than to train multiple agents in product or service
information
CommsXchange have extensive experience in deploying both
inbound and outbound contact centre solutions of many sizes,
including web, email and SMS integration applications.
To
speak to one of our call recording experts please contact
us: |
