Learn the difference between the first media call center and the contact center
The presence of a first media call center from now on makes it easier for customers if they want to ask about our services. Of course, every major company should have a phone number that can be contacted. Considering that its function is quite vital for a business trip to remain smooth without any kind of problem occurring.
It should be noted that it is believed that the existence of customer service makes the company healthier and has an excellent performance. The proof is that there is no large industry that so far has not had a call center, in fact, almost all of them already have. For this you also have to know their important role in so that the insights increase.
First Media is a company that provides services in the technology sector ranging from cable TV, internet to communication. This is to make it easier for the community at large to be able to meet their needs, even if they are only at home. Now almost everywhere to live use wi-fi services, you know.
Engaged in technology and communication, the first media call center already has many professionals. It has even penetrated every major city in the country so you don’t have to look for internet services in trouble. Our presence provides great benefits for all internet users during WFH.
Well, to find out the difference between a contact center and customer service, we’ll explain everything in this discussion. Follow our explanations to know what is the difference between the two things, considering that many people think the same. Right off the face, without further ado, here’s the full explanation.
What do the terms of both mean?
Listening to the first media call center, of course, many people apparently don’t understand the meaning, you know. It’s no for nothing that people reinforce the presence of a service center and customer service is the same thing. From the first, the contact center itself is a relationship focused on communication and customer service.
The service uses multiple channels only for communication purposes to function without problems. The tools range from email users to conversations directly using social media apps in the form of Instagram and others. Well, of course it’s very different when compared to the presence of the term call center in all large companies.
The call center can be interpreted as the conversation center between customer service and customers over the phone. The system already uses advanced technology so that inbound and outbound phones can be handled easily. Guaranteed without any obstacles when dealing with customer problems or complaints.
Whereas the first media call center also uses IVR or better known as Interactive Voice Responders. Where the software system organizes directly between incoming phones from different regions to be adjusted to the problem. Categories are directly distinguished so that services become more flexible and save time.
The level of efficiency is very high because users are directly connected to the nearest customer service in their respective regions. Without leaving home, the categories adjust directly from the problem and the area of residence. This is to make an extraordinary experience for all customers when using our services.
The difference between the first media call center in communication
Inserting the differences in how to communicate, of course, it is clear from the previous discussion that each call center uses a telephone line. All problems can be solved directly with a conversation to provide the best solution. Therefore, our workers are guaranteed to be trained to resolve complaints, no matter how complex it is.
All officers are experienced in dealing with customer problems, so there’s no need to doubt that. In addition, all workers are directly supported by companies that can enter only people with high skills. The quality of serving customers by phone is not necessarily possible for many people, even relatively difficult.
All first employees of the media call center are required to resolve any complaints only by phone. All skills are guaranteed to be possessed by all employees who are already professionals to deal with problems. In just a matter of seconds, the official will help you if you have questions about the product can be expressed directly.
Contact centers tend to take advantage of the existence of digital applications that are now growing very rapidly. It is undeniable that the increasingly modern technology facilitates the communication of the nearest companies with customers. These apps include email, Instagram, Facebook, Twitter and others online.
Call centers offer more services through the above applications so customers can reach them more easily. Whereas almost all modern gadget users so far have accessed social media. This is to bring the brand closer to the audience so that it is better known at a more affordable cost.
Management in the user complaints queue
The existence of customer service requires only a single solution when managing incoming and outgoing conversations. Because all complaints occur using telephone line media only without using other methods. As a result, customers are served more quickly by employees if they want to ask about products ranging from complaints to other things about the company.
The first media call center answers all incoming calls directly considering the large number of officers in the office center. In fact, almost every minute there is an incoming call beginning to give suggestions, criticisms or make complaints. However, it is all a good willingness for business actors to correct shortcomings.
The difference with the service center still uses a tool, that is, software that is commonly known as Omnichannel Queue. It can be interpreted that each client will be served by waiting in the queue in order. Of course, it causes someone to be patient waiting for answers if they use the contact center to solve problems around products and services.
The above software also makes it easier for administrators to resolve various complaints from the lightest to the most complicated. Agents can also complete in sequence, but it takes a long time compared to the use of customer service. Still not satisfied with that fact? We still have different things between the two.
Methods of collecting information around the problem
Well, the first media call centers present in every major city in the country also have interesting methods of gathering information. Because customer service certainly has a role in serving all users of the product or service. Only one method is used, which is to maximize the presence of incoming calls.
The call center will provide troubleshooting solutions received directly via short chat while the phone is in progress. Employees sequentially record the subject of the complaint and immediately provide a solution. The accuracy in providing solutions is very important to maintain the comfort of user satisfaction in order to remain loyal to First Media.
Interestingly, service centers that use software assistance are able to maximize tasks in the form of information entry. Agents can easily view information about problems because everything was recorded by the software. As for the records that will be kept, it is easier for the company to solve problems in a short time without needing the help of other parties.
After knowing the various differences above, of course, customers can now contact the customer service center at 021-25596000. In addition, it can be by email customer.service@linknet.co.id to get a service with a quick response. While at home, the first media call center is still used to make it easier to solve all problems.