Establishing call centres and their operations

In a growing economy, the importance of a good customer service rises. A well-established call centre can provide multilingual customer service agents who can offer assistance to a global customer base. Short average waiting period for response to enquiries are important for customers, which are nowadays used to quick resolutions of their reported issues. Well-trained staff can achieve this faster with greater customer satisfaction.

Quality after sales support increases customer retention. Higher quality call centres provide competitive advantage over their competitors. Customer enquiries can be divided upon their importance, assigned to relevant teams, and handled accordingly.

New technologies such as live chat and instant messaging are now broadly introduced to the customer’s available means of communication. Quality control is carried out by not only supervisors but also by reviews and feedback provided by customers.

Many of call centres do not operate or operate only within a limited time during public holidays and weekends, increasing availability of service at this time creates more convenient use for customers. Quicker customer record retrieval can be achieved by an integrated customer database. Customers appreciate toll free telephone numbers, in fact they are used to this feature of customer service.

Call centres located in different countries improve cultural diversity and equal work opportunities. Availability of feedback contact option for any complaints or notice of exceptional deliveries of service is beneficial. Better call clarity can by achieved by noise reduction technologies.