Telephone advisor: 10 functions in a successful call center

A call center is a telephone service center or call center. Its main and most traditional channel is the telephone, through which train personnel receive and make calls to current and potential customers successful call center.

The goal of a call center is to offer quality service and generate positive customer experiences with the company. This is possible thanks to the participation of people train to sell, provide support, assistance and conduct surveys. These people are given the position of telephone advisor, teleoperators or call center operators.

The call center can be internal when it belongs

to a department of the company or it can also be external or outsourc, when a company is dicat exclusively to providing call center service for other organizations that require it. This last model is quite well known, it involves the subcontracting or outsourcing of this service.

We recommend you read: Types australia telegram data 3 million  of call centers: functions, characteristics and trends .

As a support channel, especially when outsourc, it allows for ruc costs in personaliz customer service.
It can be done remotely, that is, it can be done as a teleoperator from home. This happens when the call center has the  don’t know how to develop negotiation skills? learn now!  connectivity and technology to guarantee its correct performance remotely.
You may be interest in: What is the structure of a call center?

In your day-to-day work, calls can be reactive , when you answer a call made by a client; or proactive , when you contact the client to anticipate a ne or satisfy an expectation.

Read also: Software for automat calls and playback

Why is it important to have a telephone advisor?
A telephone advisor is important for the proper functioning of the call center, for rucing costs in the provision of the service and for guaranteeing the customer experience.

A good telephone advisor is able to identify not only the customer’s problem, but also its roots. With this information in hand, they look for mutually beneficial solutions and take concrete steps to ensure that it doesn’t  agb directory happen again. By preventing the customer from having to contact the company for a recurring problem, According to a recent study , poor customer service can cost businesses between $75 billion and $1.6 trillion per year. However, a train telephone advisor can help build customer loyalty and prevent the negative financial impact of customers leaving for a competitor.

Other research from Zendesk found that 49% of customers want agents to be more empathetic. In other words, it’s no longer enough for companies to simply offer fast and friendly