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What is a Contact Centre
A contact centre can be one or two people in a team answering customer calls but more often it's a large office, segmented into departments answering different types of customer calls.
The modern contact centre agent handles phone calls, emails, online communications and sometimes even old fashioned letters! The contact centre agent is the face of your company.
Inbound contact centres is where the customer calls into the company to purchase things, make an enquiry or any number of other reasons for customers to contact the company .
Outbound contact centres is where the company calls out to the customer, this could be telemarketing, chasing payments, following up and feeding back on previous customer queries.
Automated contact centres enables the customer to use the keypad on their phone to answer questions by pushing the buttons. Speech enabled are more sophisticated and easier for customers to use, especially mobile users.
Blended contact centres enable agents to handle both inbound and outbound calls, and when done well proves to be cost-effective and improves customer satisfaction.
Read more about Avaya Contact Centres