Comprehensive analysis of self-built and outsourcing
How to build a superior call center in the industry of enterprises suitable for the self-built call center, in line with the superior call center in the stage of the self-built call center? Regarding this problem, some people think that the technology is technology, and some people think that technology is not important but operate management is very important. It is really "benevolent to see the benevolence, seeing wisdom." Professionals believe that the most important thing to establish a call center is to strengthen planning, customer service organization architecture, customer service and customer service performance, etc., through scientific and reasonable construction ideas to improve service quality as a dedicated customer service.
Advantageous analysis of self-built call center
Any solution is not perfect, there must be a favorable place, and it is also unfavorable, and the self-built call center is also the same. The following analysis of some of the advantages and disadvantages of the program is convenient for each company leaders to pay.
For the enterprise of the self-built call center, the self-built call center has the following advantages:
1. The customer service staff of the self-building call center has a higher sense of belonging and responsibility, easy to communicate with their company's various departments, more efficient to solve customer problems, improve customer satisfaction, keep old customers, and strive for new customers.
2. Considering the company's enterprises in the self-built call center, the customer service is stronger, and the confidentiality is also strong, and the way to take self-built can better do the confidentiality and safety of information;
3. Gradually optimize the management system, optimize management level, and better reflect customer service to: on the one hand, you can minimize software development, because the company's company in the self-built call center is the R & D company, with powerful research and development Team;
4. From long-term investment and operation, you can reduce the operating costs of units;
5. Finish the communication, especially technical departments, especially technical departments, faster and efficient, and efficient, and efficiently helping customers solve problems, vague;
6. Avoid passing the communication, time delays, time delays due to the customer service center
7. Maintain a certain flexibility, the number of signs can change at any time.
Disadvantages: There is a fixed capital in the short term, such as computer, recording equipment, etc.
Enterprises in the Self-Building Call Center choose to build a call center to achieve their customer service:
1. Considering customer service level and customer satisfaction on company development
The purpose of the self-building call center has established a call center to improve customer service levels, improve customer satisfaction, promote better development of companies, especially in today's market economy competition is increasingly fierce, self-cultivation call center companies Manners are thinking about how to better build an enterprise image from the building call center and strive for greater profits. Just emphasizing how the product is so uncomfortable, because the product's technology and quality are no longer a big problem, no one can produce similar or identical products, most customers' product functions may be the same, almost all Manufacturers can be realized. It turns out that the connection between establishment and customers is the most critical, and the needs of customers may be the direction of your future. The customer service center of the enterprise of the self-building call center should be built more than just a customer service department, but is based on the whole, integrate production, sales, service and other departments form an interactive whole.
With the heat wave of the call center, the corporate administrator of the self-building call center is not only a single technical solution, but it is considered to be a kind of connection. The powerful business competitive tools applied in the way are the company's enterprises in the self-built call center to improve customer relationship, improve customer loyalty, keep old customers, and strive for new customer strategy, customer service level is related to the company's development And the reputation of the company.
The company's self-built customer service center of the self-building call center will make the customer service staff of the self-built call center and the employees of the outer call center, it is easier to have a strong sense of belonging, sense of responsibility and pride. They will have a higher enthusiasm for work and will know that they work hard for their own companies. Because employees in the call center of the outsourcing (third party) are not in time, they don't know where they are employees, they don't know which company employees, so it is difficult to find the sense of belonging, naturally strong sense of responsibility. Start up. As we all know, professional operation management is an important guarantee for enterprises in the self-built call center. Therefore, the customer service center of the self-built call center uses a self-built form. The employees of the enterprise from the enterprise call center will have a more strong belonging and responsibility, and the level of service providing to customers is very easy to improve and improve. Work efficiency is also easier to improve.
2. Safety, confidentiality
Establishing a call center is an important means of improving quality of service quality in a self-built call center, and its importance has been widely accepted by people. The call center is completely self-built or leased, which should be determined by the enterprise company of the self-built call center. Considering the research and development company of the self-built call center, the customer service is stronger, the confidentiality is also strong, it is recommended that the self-built call center uses the self-built self-built self-built-in-management way to operate the call center. .
3. Considering technical communication
The company's self-built customer service centers in the Self-Building Call Center can facilitate the establishment of a more close relationship with the company's other departments, smooth communication, especially the technical department is more fast, easy to solve the player problem; avoid due to call center Outsourcing to other companies, leading to communication, time delays, and delivers customer problems. The work of the customer service of the outer package call center can be said to be in a relatively professional environment, and the difficulty of its services will be relatively easy, but this is not an advantage. If you communicate with the relevant departments, especially the technical department, harmonization is not good. This advantage will become a disadvantage in instant, and the self-built call center can easily play these strong, advantages and avoid the impact of adverse factors. This is mainly because the customer service center's customer service work is to collect a large number of customer feedback information, systematically systematically, and use the shortest time to communicate with R & D, technology, which is the fastest way to solve the problem.
4. Consideration of funds and scale
For outsourcing call centers, people's usual understanding is to reduce expenditure, reduce service costs, in fact, and do not necessarily save money. Although from the surface, an outsourcing call center will go to some software and hardware resources, such as computer, recording equipment, etc., but the hardware and software resources used for self-built call center can be self-built calls. The center of the company's future work provides a number of support and is solid. Although the self-built call center of the self-built call center during operation is inevitably adjusted, modified, but this change is inexpensive relative to the first out of the entire entire way, and the investment of the call center is minimal. Now analyzes the actual situation of enterprise companies from the self-building call center, the self-built call center can minimize the unnecessary expenses produced during the outsourcing process.
Another: Comparison of other aspects of self-built call center and outsourcing call center
1. Different institutional settings
The reasonable organizational mechanism is an important guarantee for the success of career. In the self-built call center, the company's self-built call center, generally two types of people can meet the requirements: First, the technical maintenance personnel, one is the agent. The outsourcing call center needs to open up the market and must have market sales staff.
2. Differences on the type of telephone operation
Most of the self-built call center of the self-building call center is only the telephone access, that is, calling; compared with the outsourcing call center, due to the different needs of customers, there are two kinds of operational ways. It is not only required to have a large capacity, but also meet the different needs of platform users, which includes a incoming number to serve multiple rental users and an incoming number of services.
3. Limitations using media privileges
For an outsourcing call center operator, in order to meet the needs of various platform users, the construction call center platform often has more functions, but for the self-built call center, the requirements often set according to their own needs. ,relatively simple. Annual rental users use operators to carry out customer service business, because of their respective conditions, there will be different demands for incoming and exhaled media. Therefore, the above table must be configured for each rental user, and the application system processes the permissions based on the different configurations of the rental user. Rental user for management
Telephone access number, differential method (when combined number) Effective lease usage time determines incoming, what kind of interface data (between operator and rental users) is available, IVR business, background handler Customized schedule and control of operator privileges. ------------------------ From: www.c800.com
