There are those that contend an open source call center is essential for customer service. There are times when it seems to take forever to have a call answered. When listening to the ringing of the phone at the other end, the caller feels as though he or she will never get through and therefore the call is unimportant to the company that should be answering. This in turn, may make the caller feel that he or she is also unimportant to the company.
When the call is about potential business, the caller will give up and probably not attempt to get in touch with the company again. When a call is made to complain about an issue that is being experienced, the caller will more likely become more agitated when the phone is not promptly answered. When a phone is answered immediately, the caller feels as though he or is she special and that there is a desire to either conduct business or take care of a problem the caller may have.
Companies have known this for quite some time. There appears to be an answer to this problem by setting up an open source call center. This center is a designated portion of the company that does nothing more than answers the phones. There are a number of people, to be able to handle a large volume. The center can do many things to help the operators of these phones as well.
There is more to the system than just answering phones. There can be added the ability to send or receive faxes. One can add the option of email, as well. And, for those who wish to reach every type of customer, those who wish to use the phone as well as the computer for a conversation, another option can make it so the customer can communicate quickly through a chat system.
There is an automated system associated with this. It may be able to track the length of each call, for instance, so the company knows how much time is spent, on average, with customers or potential customers, on the phone. The system may be able to tell the operator who the caller might be, identifying the originating number against a database of numbers of the current customers.
The phone system may be even automated, so the customer may hear several options of choosing which area of the company he or she wishes to contact. However, the company may wish to weigh this very carefully. This can frustrate the caller.
In an age of automation, the customers often feel as though they are not valued when they are unable to real a live operator. There are some automated systems that send the caller in a circle and this may make the caller feel as though dealing with the company in question is just not worth the hassle. The customer may be too frustrated to make contact again.
Some companies may feel that the initial cost to set up the system may be too great. However, the company may wish to take into consideration the cost of losing a potential customer. If he or she should be getting a busy signal or listening to the ring in his or her ear for a long period of time, the chances are, the call may be terminated by the caller. That could just be the last time the individual may try to make contact.
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