Glossary of Customer Service Solutions

Call Center - Basic Customer Service Solutions Over the Phone

What it is: A call center is something we all know about, but might not be able to define. The basic definition of a call center is a place to outsource your basic call needs such as:

• Information gathering
• Call handling from advertising
• Conference registrations
• Retail ordering

Call center reps are professional and can help your customers with easy tasks, offering customer service at any time of the day and sometimes in multiple languages.

A call center offers you 24/7 availability or backup for your own customer service after hours or during lunch breaks. The employees are reliable and you don’t need to worry about the staffing and training.

When it’s best suited for you: If you need to expand your ability to provide customers with the basic services they need while being cost-efficient. Call centers are best when your needs are more straightforward, complicated requests or urgent calls require expanded services such as an answering service.

Answering Service - Handles Complex Customer Service Needs Over the Phone

What it is: Answering services are an extension of your business and handle complex customer phone calls. Often these matters can be much more urgent than ones handled by a call center, these calls require empathy and an understanding of your business to find a solution, or to get the caller on the phone with the right person to find the solution to their need. Unlike a call center, operators for an answering service must handle decision making and are trained in your industry.

When it’s best suited for you: This service is great for complex businesses such as restaurants, medical and law offices. When your industry is more complex, training costs rise and the need for professional customer service staff is important. Answering services provide a cost-effective way to add a team of customer service representatives and handles the training and staffing for you. If your calling needs are more complicated than a call center, an answering service may be right for you.

Contact Center - Customer Service Through Multiple Digital Channels

What it is: A contact center still offers phone answering but takes it a step further by offering more ways to answer your customer service needs through:

• Emails
• Social Media
• Live Web Chat
• And More

As customers are looking for more ways to interact with companies, contact centers are becoming important for those looking for fast responses across multiple channels. From answering simple requests through multiple channels to creating meaningful interactions that help build loyal customers, a contact center has you covered.

When it’s best suited for you: This is best for companies where customers want a lot of ways to contact, with enough demand it becomes difficult to keep up with all of the requests. Chains of restaurants, retail locations, and generally B2C companies with a large footprint are good candidates for a contact center as opposed to a call center. Once customer interaction becomes complicated an answering service is your best bet, where you need more dedicated answering staff to handle more complex and urgent interactions, where social media, chat and email won’t cut it.

Virtual Receptionist - an Off-Site Receptionist

What it is: A virtual receptionist is simply an off-site receptionist. This service is an efficient way to make sure that your customers aren’t calling in and having to leave you a message if there is no one available to answer the phone. It’s a cost-effective way to add another staff member to your team that already has the training to handle your services. Whether you need someone to take messages or want a live person to help ensure that the customer ends up on the phone with the right person, a virtual receptionist can help bolster your customer service.

When it’s best suited for you: If your customer service needs are basic, a virtual receptionist is right for you. They don’t replace a customer service representative, they put a more personal spin on your main (or only) business line. Virtual receptionists are great for small businesses and can be used in conjunction with a call center, answering service or contact center.

Chatting Services - Digital Chat Customer Service with Live Reps

What it is: Chatting services are ways to reach customers that can’t talk on the phone at the moment or prefer a different method of communication. Generally, chat services offer an efficient way to help your customers on-demand, it’s low commitment for them and is easy to use when multitasking. Chat services have taken many forms over the years, you can use them in-house or outsource to reps trained to help customers. Often chat services cover basic to complex tech support, sales inquiries, product questions and more.

When it’s best suited for you: Chat services are great for companies that create and support technical products in hardware, software and services. It’s a great way to answer questions customers may have if your product isn’t overly complicated, or requires a little more of an investment from your customers. You can help close sales, keep customers happy with support and guide customers to the right solutions for them.

The Growing Industry of Chatbots: Chat services are currently evolving thanks to new innovations in artificial intelligence. Chatbots offer automated chat services that learn over time. They come with a basic to sophisticated array of answers and solutions for your customers but will adapt the more they interact with your customers. When they don’t have the answers your customers need, they can transfer them to a live customer service rep. Chatbots are making it easier to add a chatting service to your website and one day it may be possible they can be automated for the majority of customer needs.

All of this is great information as you search for a customer service solution for your company. We at A Better Answer can help you with any of these solutions, and more.

Source: https://www.abetteranswer.com/blog/glossary-of-customer-service-solutions

2023 Buyers Guide

Get Listed

Inbound Call Handling Services

 

1.)

Premium Listing Call Center Studio Call Center Studio Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.)	3Fiftynine Branches Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

3.)

Agara Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls. Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

4.)

Answer-4u Telephone Answering Services Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most. All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine. Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that yo... (read more)Answer4u offers both SME and corporate sized businesses Telephone Answering Services delivered by our team of professional receptionists. They are all trained to answer your calls, in your company name, whenever you need them most. All of our client calls are answered in our Nottingham offices, in the heart of England. We have agents working on a 24/7 basis, meaning all calls are answered through the day and night by UK based operatives. No calls are ever outsourced or go to an answering machine. Each of our clients has their own personal Account Manager, who heads a team of trained receptionists. Our receptionists answer the phone in your company name, explain to your callers that you are in a meeting, out of the office, or on another call, then take a message for you which we either relay by email, SMS or by actually patching the caller through to you.

5.)

Connect Assist Contact Centre Services We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services. Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available. Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur... (read more)We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services. Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available. Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and further afield. We work nationally, but with the care and commitment of a local company. In our opinion, that’s what sets us apart. Our mission is simple: to create positive human outcomes. Here’s what we do: • We’re transformational, both in our ability to affect positive change in people’s lives and in viewing change as a way to adapt and improve. • We’re architects of communication, mixing heart with experience, process with insights, and human with technological. • We keep things simple, pooling together knowledge and experience to create easy yet fulfilling customer experiences. • We embrace technology, which enables our clients to thrive and provides us with insights to inspire positive change. Our values underpin everything we do. We strive to be: • Human. We’re rich in technological resources, but ultimately people are at the very core of our business. • Emotionally intelligent. Our experience and insight allows us to adapt to different landscapes, situations and challenges. • Driven. We’re motivated to consistently improve and innovate, exceed expectations and achieve the best personal outcomes for customers. We’re compelled by seeing the impact we can and do have. • Methodical. We guide each of our clients through a tailored and methodical pathway, offering effective solutions to deliver their vision.

6.)

Digital Wholesale Solutions International Inbound (ITFS & DID's) & Int'l Two Way Voice (SIP Trunks) Digital Wholesale Solutions (formerly Daisy Worldwide) specialise in Global Inbound ITFS and DID Services from 160 countries (covering 7,000+ cities). We also have International SIP Trunk (66 Countries) – where numbers are presented in a local format.

7.)

Jointly International Inc. Front Office Solutions Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as: * Customer Service via chat, email or phone * Technical Support via chat, email or phone * Helpdesk * Virtual Assistant/Receptionist * Answering Service * Lead Generation * Appointment Setting * Verification * Surveys * Debt Recover, Collections

8.)

MattsenKumar LLC Contact Center Outsourcing By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.

9.)

OpsTel Services SPEED The SPEED solution solves for service level issues while cost optimizing the environment with automation. Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment. Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires. Speed features: *Automated / Scheduled Temporary Agent Skills Configuration Management *Immediate Temporary or Reoccurring Schedule Skills Configuration Changes *Easy to Use/Operations Administration Focused *Descriptive Monitoring Activity Dashboard *Detailed “End to End’ Audit Trail and Performance Monitoring

10.)

Vads VADS Inbound Contact Center VADS Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales. - Customer Service - Walk In Center - Service Desk

11.)

Technosys IT Management Customer Support Technosys IT Management Bpo, the business process Outsourcing, gives end-to-end transformative administrations for its customers over the globe. The organization's coordinated IT and BPO arrangements approach empowers it to open business esteem crosswise over ventures and administration lines, and address business challenges for its customers. Using inventive business perfection structures, progressing profitability changes, process reengineering, mechanization, and front line innovation stages, Technosys IT Management empowers its customers to accomplish their cost diminishment goals, enhance process efficiencies, upgrade viability, and convey unrivaled client encounter

12.)

Tru29 Outsource Solutions Inc. Front Office Solutions Any part of your business operations that requires constant end-customer facing task is an essential part of your business. This task requires a good customer experience results for every customer interaction. Our extensive experience in handling Front Office related tasks can help you focus on your core business while being cost-efficient at the same time.

13.)

WorkGenda WorkGenda WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatic... (read more)WorkGenda is a state of the art WFO cloud service, used by customers around the world. WorkGenda provides: a) an AI based forecasting engine, which automatically generates forecasts with a WAPE of 3 to 5%, b) a capacity management engine based on a traffic simulator, with perfect support for blending regardless the type of channels, which subsequently automatically converts the computed capacity into optimised shifts, where ‘optimised’ equals to a zero or the mathematically minimum possible overstaffing under the given contractual constrains, c) an automated scheduling engine, capable of scheduling 3000 multi-skilled agents for a whole week in 2 minutes and d) an Intraday bot which automatically performs re-forecasting for the next time slice of the intraday, recomputes the required capacity and automatically adjust the on-field schedules according to the new computations. And obviously provides extended reporting and analytics.

 

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