Submitted by gc on Mon, 02/18/2013 - 10:12
Customers need different types of information or support services from a company. Customer interaction is also required for sales and marketing. Hence, a contact center can be used for a variety of business process. Robinson and Kalakota have analyzed different types of customer service functions in their book ‘Offshore Outsourcing: Business Models, ROI and Best Practice’. These functions include:
- Support: Support services include resolution of billing queries, order taking, activation of accounts, registration of new customers and recording complaints.
- Marketing: Marketing tasks carried out through a contact center include sending outbound emails, telemarketing, surveys and poling, responding to inbound emails and management of marketing campaigns.
- Sales: Sales tasks include inbound sales, outbound sales, web chat, web call-back and co-browsing.
- Technical Support: Customers require different technical support services such as data verification, application support, address updates and problem resolution through the technical help desk.
- Customer Analytics: Customer analytics includes profitability analytics, quality auditing, reporting and complaint analysis.