What is a Call Center Solution?

A call center solution helps companies to manage customer interactions efficiently. Call center solutions are products and services that resolve the specific requirement for customer relationship management (CRM). A call center can be either internal, having a dedicated infrastructure inside a company (phones, workstations etc.) for call processing. It can also be external, with calls managed by an organization outside the company.

Types of Call Center Solutions

  • Inbound Call Center: As the name indicates, inbound call center solutions can help organizations with incoming calls, such as with customer service and technical support.
  • Outbound Call Center: This type of call center solutions are mainly used by telemarketers to help companies with market research, lead generation and customer outreach.
  • Blended Call Center: This type of call center solutions provides both inbound and outbound services.
  • Web Enabled Call Center: This type of call center solutions allow customers to call in from their computers.
  • Virtual Call Center: A virtual call center solution can work for companies that have no central location or numerous locations. Call center agents can work from home.
  • Offshore Call Center: This type of call center solutions are outsourced to companies that are offshore i.e. outside of the business’ home country.
  • Contact Center: A Contact Center Solution is a type of call center solutions that have advanced features with the ability to communicate in a wider variety than voice.

Why do you need Call Center Solutions?

An efficient Call center solution makes call centers to operate more productively. A company may implement a call center in place for the following reasons:

  • To offer customer support and service: Respond to questions from customers, keep them informed on order status
  • Technical assistance, after sales service: For technical support and follow-up
  • Sales: Sales representatives require a satisfactory technical solution that will allow them to generate leads through phone prospection as well as respond to inbound queries

Features of our Call Center solutions includes:

  • IVR and smart call routing: This feature is critical for establishing who will answer inbound calls while keeping track of activities and agent availability.
  • Detailed statistics : This feature provides detailed stats on agent calls, service level and availability.
  • Call supervision and monitoring: This feature enables supervisors to listen in on calls and take part directly in conversations.
  • Call automation and click-to-call: These features helps in simplifying and automating phone campaigns.

Benefits of a Call Center

Call center solution has the power to drive sales instantly. Using this solution, sales managers can effectively handle the pre-sales queries of existing clients. They can easily gain access to to transaction history, process orders, verify warranties, issue credits, and manage after-sales services proficiently.

With call center solutions, call center agents deliver appropriate and accurate information with a customized touch offering an improved customer experience. Moreover, a call center solution streamlines data processing, thus promoting improved customer retention and brand loyalty.

Since it is a centralized database, call center solution allows employees across various departments to share and communicate correct information about clients through updates. Moreover, call center solution also offers greater accountability – every employee clearly understands personal responsibilities in sales processes and customer service so he or she can be held answerable for both success and failure.

Call center solution helps boost overall productivity and enables telephone calls to be handled in an efficient manner. When agents use the solution, they are able to handle all inbound and outbound calls quickly and conveniently.

Our Expertise

Proxima Networks is a leading call center provider in Dubai offering best in class call center solutions to our clients in Dubai and across the UAE. Utilizing the latest and innovative technology, our call center solutions helps business in establishing efficient communication with their customers and increase customer satisfaction.

Our call center solutions are designed for efficient management of call centers, facilitating real-time collaboration and improving productivity between agents and supervisors.. We specialize in offering Call center solutions like from leading technology vendors like Cisco who are leaders in the Gartner magic quadrant .

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