Call center development trend
- Outsourcing Call Center
BY AMT Yao Lei
One. The primer is increasingly becoming a black box due to the high technical and high update of information products. When people are known to the product itself, there will be a manufacturer, brand, brand, and hope to buy a guaranteed product. This is more Brand benefits, that is, the intangible assets that companies have always been to establish, so the competition of the market is directly expressed as the competition of the brand. When the quality, function, price, price, technology is very small, "service" has become the main factor in brand competitiveness, and has become the main profit space of the company, it has become the most important law between enterprises. code. two. Service competition proposes that this noun for the call center (Call Center) is not unfamiliar for many people, and its application is also universal, and each unit and department have some connected porter who specializes in the phone. These original dispersion are set together in a certain sense, and the call center in a sense is constituted. The call center is sometimes called the customer service center on its main function. It is the integrated information service system that integrates communication with the development of technology and computer technology. More call center is gradually developing into a complete e-commerce system. The biggest role is to provide users with a variety of channels of services that can be effective and high-speed to minimize the cost of enterprises and the maximum profit. In recent years, the call center customer service system based on traditional telephone and Internet technology has been widely welcomed by enterprises and users. The market formed by the "E-based" of the call center is also growing at 20% per year. According to statistics Its market value has reached $ 100 billion. A manual call center, through interactive hobility, can both serve both in market promotion and product sales, and you can also assume responsibility for service customers. three. The call center is the basis of enterprise survival and development. In recent years, many countries "call center" have brought direct effects to various companies, and have an important positive impact. The call center is the highest efficiency, and it is also the most cost-effective business means, service means. Many companies have taken them as the main operational means and have achieved great success. If the Dell, the Call Center in the computer sales, the call center is the center of the entire company, around the telephone call center, DELL achieves no stock production, according to the direct sales channel of the order design, wide caliber, fast response, Efficient and reasonable management and incentives, which have become Dell's market competition. Establishing a call center can greatly enhance the "customer relationship management" capability of enterprises. According to the Shengsheng Consultation Survey: The cost of developing a new customer is 5 to 15 times that of the existing old customer costs. Establish a call center to help companies in the intense market competition to achieve corporate strategic focus: from stronger new customers to retain old customers, establish "customer-centered" business processes to provide personalized services. The advantages of the call center are mainly reflected in: increasing sales: talk to visitors on the website, selling the company's products and services. The success rate increases by 30% -70%; the agent uses the marketing automation system to register the customer's call and can easily serve the customer service; talk to the task intelligent allocation, assign customers to familiar seat reception, improve customer satisfaction; sales staff can Seize the website visitors in time to increase the sales opportunity. Reduce costs: Use real-time call center voice conversation to meet sales and customer needs, reduce business long-distance telephone costs. In particular, the unit with international business is more obvious; the agent can handle multiple tasks at the same time, improve work efficiency, reduce staff expenses; use marketing automation templates to directly launch corporate sales management functions, do not have to build separate computer sales management systems, reduce equipment investment.
Improve customer service: Provide real-time online services to customers on the website; intelligent allocation enables customers to communicate multiple times with the same seat to ensure the identity and continuity of exchange. The system can automatically identify visitors when the visitor can log in, so that the seat is "know each other" when the visitor will log in. Understand the psychology, reflect product problems, improve management level, and increase market competitiveness. Increase customer communication: provide another new communication method other than traditional communication methods such as website visitor phone, email; web interaction, push web page and other functions improve customer communication effectiveness; complete customer history contact record enables agent to ensure communication Unblocked. Customer Service Satisfaction Raise 50% -80% In the promotion of domestic e-commerce, customer service is promoted to brand competition, and serving the key in the focus of commodity competition. For enterprises, make full use of telephone development new types Service business, helps full application in my country's telephone network resources, establish call center, shaping a service thoughtful, high efficiency, good corporate image in the user's mind, this will be competition in the information age The winning magic weapon will also become a part necessary for the survival development of the company. four. Implementing an outsourcing call center For any company, the construction of the call center is a huge investment. Therefore, when selecting the relevant soft and hardware products, you must depart from the business development plan from the enterprise, and the products of various manufacturers in the industry are carefully evaluated. In addition to the enterprise to establish a call center, there are now there is another program at home and abroad to address some of the enterprises to the call center, namely a third-party call center provider that provides call services to establish a call center. These call center providers are called an outsourcing call center. The reason for the use of an outsourcing call center is mainly, and the enterprise has established a call center, and its cost is unimaginable. 1. Construction costs: Call center is generally switched-centered, integrated various devices and systems such as program-controlled switches, queues, CTI gateways, and voice recording systems, requires a lot of complex coordination and integration, which is an average of one artificial seat, his Construction cost is 100,000 yuan. And a company's call center also requires 30-40 agents in the initial period, such a call center's construction costs up to 300-4 million yuan. 2. The operating cost of the call center is also very high. In fact, the cost of construction of the call center accounts for only 30% of the total investment, and the operating costs of the rest of the telecom line rental, maintenance, etc. are 70% of the total investment. This means that the completion of the call center construction is just equal to the company's investment. 3. The management cost of the call center is high. The high quality and efficient operation mode of the call center is very high for the quality requirements of managers and agents. The quality requirements of managers will improve the cost of salaries after the employment management personnel, and the quality requirements of the agent are high, and the cost of the professional training of the agent will increase accordingly. In addition, the call center has a large working pressure, and the flow of personnel will increase the management cost of the agent. Based on the above cost factors, in order to achieve the minimization of the company's cost and maximization, many companies ultimately choose to entrust the service to the professional call center outsourcing operator. In this selection, call center providers bear hardware, software, and labor costs, and provide efficient service standards, maintain customers' sense of loyalty, growth enterprise benefits; and enterprises only need to pay service costs. . When the call center has just appeared more than 30 years ago, most of the call center of the enterprise self-use, the call center outsourcing service began to appear after this industry has developed to a certain stage. The call center outsourcing service truly developed, starting from the early 1990s. After more than ten years of rapid development, the outer package has become the mainstream of the entire call center industry.
According to a survey from IDC, the total output value of the global call center service market is $ 23 billion in 1998. It is expected to double in 2003 and reached 58.6 billion US dollars. In this market, the United States occupies a lot of share. In 1999, the output value of the United States only incompatient outsourcing services was $ 10 billion, and in 2003, it was expected to reach 20 billion US dollars, and the annual growth rate was between 15-25%. The overall scale of Europe's entire call center is now 1.4 billion US dollars, and the 2002 package seats reached 109,000. Trading services, consumer products, technical support and telecommunications are the largest four parts of the outsourcing business, accounting for 60% of the entire market. Among them, the British and Germany have a total of 50% of the traffic agents. According to statistics, in the world's top 500, 90% of enterprises use the outsourcing center to engage at at least one of the main business activities; 85% of companies are more focused on application outsourcing calling centers more critical market sales. When asked why did this do this, 90% of companies said that the more you use the outsourcing call center, the you can increase the competitiveness. Studies have shown that only increased by 5% of customer retention rates, will bring 125% of the income. "Do your best, the rest is given to the outsourcing call center." This is a sentence of Tom Peters organization management expert. Enterprises can concentrate their core business, and entrust the remaining work to outsourcing service providers. With the wide application of multimedia and Internet, the call center will be more frequent in all walks of life, and the company can contact any of the time, anywhere, and any way. From cost, to benefit, then to value added, call center is not just a bridge of enterprises and customers, but will bring more greater benefits to companies, and outsourcing calling centers will also be more widely used. . Reference: "New Pets in Logistics Industry" - Outsourcing Call Center Sun Xiaoyi
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