Frequently asked questions
A call center represents a corporate entity primarily engaged in delivering customer-centric services, including addressing customer queries (via phone or written communication), executing sales or marketing initiatives, and conducting administrative tasks.
Inbound call centers primarily deal with receiving customer calls, responding to service queries, and offering solutions for customer issues. Conversely, outbound call centers initiate calls to customers for acquisition, product sales, or gathering feedback. It's commonplace for call centers to undertake both inbound and outbound operations.
The term “back office” in a call center setting refers to administrative and support functions carried out behind the scenes, encompassing activities like data processing, order management, and email administration.
Pricing strategies for call center services are primarily predicated by the amount of tasks processed (e.g., calls, emails, chats, support tickets), the number of deployed agents, or the timeframe within which services are rendered.
Prices may fluctuate based on variables such as geographical location, service level, agent count, nature of operations, or attainment of preset objectives. However, a standard pricing model typically involves a base monthly fee supplemented by additional costs for extended services and additional agents.
A nearshore call center is situated in a neighboring country sharing cultural and linguistic similarities, while an offshore call center operates from a country with a distinct culture and language. The choice between nearshore or offshore is typically motivated by cost-saving and scalability objectives.
AHT, or Average Handling Time, denotes the mean duration required by an agent to fully process a task (a call, e-mail, chat, etc.). This duration encompasses direct customer interaction as well as administrative duties, such as task documentation.
FTE, or Full-Time Equivalent, signifies the workload of a full-time employee within a company. In a call center context, an FTE typically refers to a customer service agent committed to a conventional 40-hour work week.
Multilingual refers to the capability of the call center to handle customer queries in multiple languages, aiming to ensure higher customer satisfaction.
A mixed skills team comprises agents handling both inbound and outbound calls, whereas dedicated agents specialize in a specific type of contact channel, either inbound, outbound or written communication.
Customer service representatives in multi-skill teams have the capacity to handle diverse topics interchangeably (sometimes simultaneously). Multi-skill teams are strategically deployed to maximize employee utilization (for example, during off-peak hours) or to meet the client's demands as effectively as possible.
When choosing the right call center, businesses should consider various factors such as cost, quality of services, flexibility, experience, language proficiency, and location.
A modern call center, such as ja-dialog, drives businesses to success by:
- Enhancing customer satisfaction and communication - A call center can facilitate prompt and effective handling of customer queries and issues, contributing to higher customer satisfaction. It enables businesses to maintain effective communication with their customers, tailored to their specific needs and demands.
- Boosting revenue and reducing costs - A call center can also help increase revenue by actively promoting the sale of products or services. This can help cut costs by allowing businesses to outsource specific tasks to be completed more efficiently, rather than maintaining in-house personnel and resources for the same.
- Scalability - A call center can be scaled according to need to handle changes in call volume or customer demand.
- Data collection and analysis - A call center can also gather and analyze valuable data about customer requirements and needs, assisting businesses in making informed decisions concerning their products, services, and marketing strategies.
Call centers enhance business success by improving the customer experience, driving revenue growth, reflecting costs, and providing valuable insight into customer needs.
ja-dialog is a company specializing in customer service and call center solutions. We offer a broad array of services such as: technical assistance, customer service, sales, surveys, and market research. These are offered to the customers on all common channels including inbound and outbound telephony, as well as e-mail and chat support,
At present, we operate two call center locations in Germany, situated in Berlin-Mitte and Bitterfeld-Wolfen, employing several hundred staff members.
Our portfolio of collaborations shows a diverse range of clients, from small and medium-sized businesses who are outsourcing entire departments, to large corporations, with the aim of optimizing their customer communication while continuously enhancing customer service, and thereby augmenting customer satisfaction.
Based upon the individual needs of each client, ja-dialog harnesses cutting-edge technologies and innovative approaches to ensure that each request is met, and the general benefits of a call center are in full effect.