Contact Center

I. CONTACT CENTER
1. CALL CENTER

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Call center is a system which can receive and transmit a large volume of phone calls. Call center is a centralized office in the company to receive and answer customers’ calls, providing information to customers, used for telemarketing and customer service.

 

Inbound Call Center

Receive and handle incoming calls (initiated by customers) to the Call Center.

Suitable for:

• Customer service.
• Consultation and handling customers’ inquiries.
• Technical support.
• Sales

Outbound Call Center

Call Center’s staffs initiate calls to customers. Suitable for

• Customer service.
• Telesales.
• Consultation on financial insurance.

2. CRM

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Is a Customer Relationship Management, a business strategy that companies use to decrease costs and increase profits. In fact, CRM is a collection of information from all internal sources (and possibly external sources as well) to provide a new perspective for managers to have better vision based on CRM data analysis.

Điều này cho phép khách hàng phải đối mặt với nhân  viên trong các lĩnh vực như bán  hàng, hỗ trợ khách hàng và tiếp thị để  đưa  ra quyết  định nhanh chóng và được  thông  báo  về tất cả  mọi thứ từ mô hình “Cross-selling and  upselling” cơ hội để nhắm  mục  tiêu chiến  lược tiếp thị mục  đích  tạo chiến  thuật định vị cạnh tranh.