Customer Service Call Center

how to improve service level in a call center. What is a customer service call center?

A customer service call center is a telemarketing company that can provide customer service assistance for outside companies. Companies generally contract customer service contact centers when they lack the resources and staff to build an internal team. Many industries rely on these centers to help their customers. A few examples include cell phone companies, internet companies, subscription-based services, financial institutions, and travel. 

Customer service call centers are equipped with the knowledge, tools, and people to help a company’s customers. Leadership is responsible for learning the ins and outs of the company and passing along that information to agents. They also have experience navigating customer service software, and they include that information as a part of new agent training. In addition, customer service call centers hire knowledgeable staff to train and lead agents on a particular company’s products or services. Customer service centers are also already set up with the right phones and software to get the job done. Companies may opt to contract a call center instead of hiring and training an internal department on their own. 

Customer service call centers can perform numerous tasks such as routine account maintenance, contact information updates, payments, and other changes to accounts. Many call centers offer both inbound and outbound call services, which can help meet the needs of each client. For example, outbound calls are a great sales tool that companies can leverage to find more leads. Inbound calls are necessary for high-volume clients such as electricity or phone providers. Many customer service contact centers can conduct both inbound and outbound calls.  

More Customer Service Resources for Contact and Call Centers

Solutions – Use Cases – Customer Care (livevox.com)

Deliver superior customer service. Accelerate service resolutions with an embedded ticketing application that is enriched with key customer account information and interaction history.

Should You Outsource Your Call Center Services? – LiveVox

While call centers employ professional agents, these support representatives won’t be experts in your company compared to an internal, dedicated customer support team. It takes time and money to train customer service agents. With the number of clients an outsourced call center has, it’s difficult to enable each representative with the correct information for every client.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.