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We call the Call Center a platform, hosted by the company or outsource, providing assistance to users.
Call centers can help clients in an after-sales (VAS), a support, a telesales or support staff of a company in the use of a tool or in their daily tasks. For a call center dedicated to technical support, the team support center is generally used.
Operating a Call Center
A call center is primarily a human organization responsible for taking into demands of users. Usually the channel is the telephone, but by using Internet through applications groupware is also possible. Some devices have a tool called “Web Call Back” (or “Call Through”) allowing the user to be recalled by the company by simply entering the phone number and clicking on the button seizure.
Once the user has identified and verified the identity with a few questions (customer number, address, phone number, .....), the operator opens a ticket incident and can access his file via software Help Desk. The client contains the history of his calls and all steps have already been carried out in order not to repeat the diagnosis. Opening a ticket incident trigger a timer, and the operator is responsible to give an answer to the user in a shortest time possible.
To help in this task, a knowledge base, building the most frequent users, it can ask the “right questions”, to diagnose the problem and where possible to find a solution. It speaks of CBR (Case Based Reasoning) to describe the process for finding a solution by questions/responses.
When the fist level of operators (known as Front Line) is not able to respond to the caller, the file is transmitted to operators at level 2, more specialized and therefore more expensive for the company. The mechanism of transmitting the file to a higher level is called escalation calls.
Rarely perhaps the problem depends on a third party, in which case the problem can be transferred directly to the support center of the publisher.
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