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Interactive Call Center

Interactive call center is a central point in an enterprise from which all customer contacts are managed. These include one or more online call centers. More companies are turning to interactive providers to outsource everything from lead generation and survey calls to order processing. They provide great opportunity to improve customer service levels, increase productivity and save money.

The only secret behind interactive call centers is a technology known as interactive voice response ( IVR ) that automates interaction with telephone callers. Customers require high levels of availability and interactivity and IVR is one of the most essential way of providing 24 hours service.

Benefits of Interactive Call Center

  • Provide 24x7 custom, friendly service, cost-efficiently.
  • Offer nationwide customer "selfservice" with optional redirect to live agents.
  • Automate routine and complex transactions that traditionally required processing by an agent.
  • Eliminate the cost of staffing for unpredictable peaks and valleys of incoming calls.
  • Avoid the expense of training agents and installing cutting-edge call center equipment.
  • Provide high-response capability for weekends and off hours

Call Center Types

CRM, or Customer Relationship Management, is a worthwhile endeavor to ensure good returns on investment. In a CRM call center, customers communicate in multiple ways that include phone, e-mail, Web chat, personal sales representative, Voice over Internet Protocol (VoIP) and a host of others. Ahandles calls coming in from outside, most often through toll free numbers. These calls are primarily service and support calls, and inbound sales.The WorkingThe services of inbound call centres are designed to handle catalog orders, help desk queries, dealer locations and more. They offer customized services that are designed to meet the requirements of all kinds of businesses. The inbound call centre professionals process calls and integrate Interactive Voice Response (IVR) and/or Internet services to sell additional products and offer services in a dedicated environment. They also integrate customer care services, predict customer behavior and take action, while the customers are still on the line. The inbound call center employ a dedicated team of live operators, account representatives and program managers. Offering 24/7 operator availability for the customers, these call centers provide round-the-clock account management. The team of qualified and trained operators understand the business, products and services and perform to deliver their best. Using advanced telephone service technology and programming, these call centres lay great emphasis on attention to detail in messaging and reporting of all inbound calls. Inbound call centres offer communication services specifically designed to maximize the efficiency of direct marketing efforts or to be a part of the technical support team of the clients. They work together with you as a partner building a strong, successful long-lasting relationship with customers.Inbound Call Center offer