What is a call center?
A call center is made up of people called “agents” who are responsible for answering and making calls. There are two types of call: firstly, inbound calls: when agents take calls from customers who have a problem or wish to ask a question. These calls need to be dealt with as quickly and efficiently as possible, as it is the customer who has taken the initiative to contact the call center. It is very important to seize this opportunity to offer exceptional service and ensure customer satisfaction.
On the other hand, there are outbound calls. These are calls made by call center staff with the aim of :
- Telephone prospecting (sales)
- Debt collection
- Customer service enquiries
- Follow-up on an incoming call request
A call center generally has three missions:
- Assistance and customer service (answering customers’ questions and keeping them informed about the status of orders)
- Technical assistance (providing technical support and follow-up)
- Sales (generating leads through telephone prospecting)
For call handling, Advancia Teleservices, a telephone call center, offers a high-quality process designed to guarantee effectiveness and efficiency.
Calls received from the customer’s IVR (Interactive Voice Server) end up on different DIDs (Direct Inward Dialing) depending on the caller’s choice (PMS call or office call) and will be placed in the appropriate queue.
The ACD (Automatic Call Distributor) automatically distributes calls to the agent in the group in question (level 0/1). Each agent in the two groups will have a primary skill and a secondary skill. If all the agents in a given skill are busy, the calls intended for them will be redirected to the agents in the secondary skill.
During his mission, the agent will be guided through scripts to gather information about the incident. They will then create a ticket using the tracking tool, and a ticket number will be assigned to the incident in question. The agent will handle the incident online as far as possible (FAQ database and personal handling), with the option of being supported by a group with a higher level of expertise.
If the ticket requires further investigation, the agent is required to communicate the ticket number to the caller and will continue processing the ticket in the back office in “after call work” mode. During this time, the agent is no longer available to take new calls.
The processing of an incident ticket continues until it is resolved.
Throughout the process, the agent is asked to enter the steps taken to resolve the incident in the incident tracking application.
Once the incident has been resolved, an email requesting confirmation and closure of the ticket will be sent to the customer. As soon as confirmation of resolution or closure of the ticket has been received, a customer satisfaction email will be sent.
The different agent statuses are :
- Login: Ready to receive a call
- Log out: Agent not available
- Pause: Agent temporarily not ready to receive calls (pause)
- ACW : Agent in incident handling phase and not ready to receive new calls
What are the qualities of our call center agents?
Working as an agent in the Advancia Teleservices call center requires a number of skills in order to achieve the best results.
The call center agent is responsible for much more than simply resolving problems. They are ambassadors for the companies they represent, interacting directly with their customers. If a call center representative makes a bad impression or proves unable to meet the challenge they face, the customer’s view of the company could be negatively impacted. This is why Advancia Téléservices, call center, selects and recruits agents who have certain specific skills that enable them to succeed in their missions within our call center.
Our call center agents are good communicators. They know how to maintain a productive conversation aimed at resolving customer problems, but also at making a good impression. They are able to analyse the situation and respond in clear, understandable language, which saves time and reduces the number of return calls between the call center and the customer.
Advancia Teleservices ensures that agents have in-depth knowledge of the company’s products and services, as well as common complaints and their solutions to optimise the customer experience.
Our call center agents have strong interpersonal skills. They demonstrate empathy, which helps create authenticity and positive relationships with callers who are worried, uncertain or distressed. We implement customer loyalty and retention strategies. Knowing that their needs are understood puts customers at ease throughout the call, making problem-solving much simpler.
We also ensure that our agents are patient and listen to the customer. Patience in a call center means giving customers the time they need to explain their concerns and actively helping them throughout the process. This skill is particularly necessary when interacting with upset or confused customers.
An ambassador for your company who takes the time to talk to customers about their concerns will make a good impression. What’s more, active listening ensures that no important details are lost throughout the exchange. Call center agents who are good listeners can reduce the number of calls customers need to make to resolve their problems. They offer support and suggestions that take into account all available details. As a result, customers are satisfied and the company makes money.
If you are looking for a call center that meets all these criteria, don’t hesitate to contact us. Advancia Téléservices will be your ultimate ally in customer relationship management.