New Pet in the Logistics Industry - Outsourcing Call Center 2003-27 China Third Party Logistics Network
With the rapid development of the economy, the extensive demand of trade is, the logistics industry is rapidly developing and growing up. From the traditional product packaging, transportation, loading, unloading, warehousing, to modern systematic, overall, integrated logistics management, indicate that the delivery of information has become the main driving force of material flow, It also indicates the rapid demand for the logistics industry to represent the company and facing the customer-oriented professional service personnel. Under the promotion of such market changes, logistics companies urgently need a customer contact center that can be synchronized with the industry development. This so-called customer contact center, in fact, in many industries, has become a bridge that is a large and medium-sized enterprise development - Call Center.
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.
What is interactive?
Interactive
In business applications, companies usually combine call centers from interactive voice response systems. When the user dials the phone's phone, the greeting is first played by the interactive voice response system. At the same time, the number identification is performed. Use the voice response system to answer some simple questions; the server of the call center will call the database according to the identified number The information is sent to the terminal screen of the duty personnel, and the call is also turned to the person, and the person can provide a problem based on the screen prompt to provide problems, and can be preferred for important users. If there is no information in the database, just recorded; if there is no idle voice, you can send the call signal to the queue, or you can ask the customer to temporarily hang up the phone, and then call customers again. How does the call center conduct market promotion, product sales and customer service through interactive hobility? Now let's take a look at the industry.
Market promotion and product sales
The call center helps companies complete market promotion and product sales in their professional call methods and techniques. It can be divided into the following links for the logistics industry:
Marketing Surveys Market Research Marketing Generalize Markets Leads Generation Sales Clue Generate TeleSales Telephone Sales TeleMarketing Telephone Marketing Trade Show Follow-UP Exhibition Tracking Establish and Update Marketing DB Establishment and Update Database
Market research: Mainly, based on the product or service design to be introduced (mostly in the situation of questionnaire), the agent is visited by phone, understand the demand for products or services, thus determining corporate products or services The introduction plan.
Marketing: Mainly a new product or service introduction, the agent represents the product or service, the phone is conveyed to the target customer.
Sales clues: Mainly through some of the data provided by companies, users who have known products or services have been visited, so that the company's target customers can make the company's sales staff to follow-up.
Telephone sales: is the most common, the most common telephone business model, mainly to sell companies or services to users through the phone.
Telephone marketing: It is the core of customer demand, and the information is conveyed to the customer by telephone promotion, and the customer is recognized, accepted, purchased, consumed, and feedback by phone.
Exhibition Tracking: It is a contact with customers who participate in the company's propaganda, product formation, value-added services, etc. to find feedback and target customers for meetings.
Establish and update the database: Yes Yes Call Center helps companies complete data integration and update work.
customer service
The call center can also become a customer response center, Central Control Center, Customer Service Center of logistics enterprises, and conduct service processes for specialized help companies in the logistics industry. The services available for the call center are:
1. The Business Consulting Call Center also establishes relevant logistics knowledge, and has established relevant logistics knowledge, and the problem library for product service knowledge for a company. When the customer is in the service hotline, the agent is required to answer its questions. The agent can answer the question prompt given on the computer screen.
2. Customer complaints by the agent's complaints of the customer, and give customers to appease and solve the problem, and then feed back the complaint record to the relevant headquarters.
3, customer care take the initiative to call customers, ask customers to satisfaction with products and services, understand the customer's opinion on the company, and promptly feedback to the relevant departments.
4, cargo delivery call customers, after understanding the customer's free warehouse, the service station is contacted by the service station in the customer, in advance, to keep the customer to get the required goods in the shortest time.
5. Vehicle Positioning Tracking Use the computer system in the backstage of the call center to locate the transportation vehicle, clarify the location of the vehicle, and contact the owner to provide the help.
6, the phone order customer is in the call to the call center, requiring the supply to provide the source, or the source of the vehicle is required. The seat of the agent has a cargo and vehicle through the network, helping the customer by phone to fill in the bills and inform the owners and the owners to save each other, thereby saving the time of transportation and supply.
7. Real-time contact with logistics companies to achieve information interaction between logistics companies and their customers.
Value-added services
1. Online assistance service vehicles inevitably encounter accidents or failures of vehicles during long-distance transportation, according to this situation, the call center sets the vehicle aid hotline. Through this hotline, each vehicle user under the logistics company can obtain the help of the agent immediately after entering the aid hotline, find the exact location of the vehicle in the first time, and inform the surrounding car service Site or logistics company is rescued on fault vehicles before the service points set in various regions.
2. Anti-theft safety service is based on the safety of transport vehicles, and manufacturers who support logistics industry launched a vehicle anti-piracy system. In order to cooperate with the wide role of this system, the call center has another anti-piracy, when the vehicle is stolen The monitoring platform of the call center will red light display. At this time, the CSR responsible for the service will immediately use the positioning system to determine the vehicle position and inform the police personnel in time and help.
Through the above-described service mode, the call center constitutes a relationship chain and service chain that combines the relationship between the company, the customers, and the call center, as shown in the figure:
So what is the benefit of the call center if the service will bring to the logistics industry?
