In using social networks as a type of platform for call centers, firms would not need to setup a system for taking or making calls; instead the call center would just need computer systems and internet connections to connect with their clients. Inbound or outbound communications would be done by agents posting or answering queries on social media such as Facebook. The agents could use the chat function of Facebook to deal with their clients and conduct inbound/outbound functions. In such venture, call centers would not need much people and would just require a few agents to receive or make "calls". This would be a revolutionary venture and the reach would be on a wider scale since social network sites tend to attract countless number of prospective or regular clients.
Using social networking sites would reduce communication issues since the message would be in text form; agents would get the complete message from the client, review it and make an appropriate response. Call center companies need not to worry about the social networks being unpopular in the future; current trends show that social networks will still improve and will break more grounds for years to come.
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