What Are The 7 Main Functions Of A Call Center?

These will depend on the type of company to which the services are provided. Then, the call center will be adapted to the needs of each business. For this reason, the main functions of a call center are diverse:

1) Increase Sales

When a call center is dedicated to sales, its main objective is to increase them. This requires that agents are trained in different sales techniques. Most of the time, employees dedicated to this task make cold sales or offer new products to existing customers.

2) Provide excellent customer service

Something that every call center will always have as one of its main functions, regardless of its type, is to offer customer service through, in addition to telephone calls, different digital channels. By ensuring good communication with users, contact centers will achieve their loyalty with the company.

Likewise, the resolution of customer queries in the shortest possible time will create a satisfactory customer experience (CX).

3) Optimize Products Or Services

Companies that provide customer service through a call center have an easier time improving their products and/or services and knowing how to do it correctly, since these are the ones that receive complaints or comments and improvements can be made based on them in customer service.

4) Conduct Surveys

For the same reason that a call center functions as a channel of communication with the client, it is often their responsibility to carry out surveys to find out what the client’s perception of the service provided is. In the same way, they can ask users for comments on specific topics related to products or services in order to improve the perception of the company.

5) Get Information

Since agents are in constant direct communication with customers, one of their roles is to collect data to keep both the database and their history up to date. In this way, when an organization wants to implement a campaign, it will know which clients it can contact.

6) Make Payments

Another of the functions of call centers according to their typology is to collect payments from customers. In this sense, the agents of these call centers are in charge of contacting clients who have debts or pending payments with a company so that they can make them, or give them facilities to make the payment.

7) Address Complaints Or Claims

Regardless of the type of call center that an organization has, agents must be prepared and have their soft skills developed, such as empathy or active listening, to handle more complex calls in which customers present complaints or claims.