Support, Call Center

A call center ticket system helps companies turn an influx of customer support requests into a manageable queue. What is Call Center Support?

Call center support can be described as the assistance agents within a call center provide for customers. The type of support a center offers can vary. A few examples include IT support, order support, financial support, and appointment settings. Call center IT support can help customers troubleshoot technology-related problems. For example, if a wireless phone provider customer is having problems accessing the internet from their smartphone, they can call the company’s IT support line for help. Experienced agents can figure out the problem and either fix it themselves or show customers how to fix it. Call center support can also look like order support. Companies that sell and ship products often need reliable order support. Customers may call in to check on the status of an order or they may call in to notify an agent that their package never arrived. Without efficient product support, a company’s image can quickly sour. 

Financial support is another service that a call center can provide. Banks often use call center support teams to manage their customers’ accounts. Credit card companies may also use contact center support to help service their customers’ questions. Banking and finance support involves sensitive information, so call centers must be careful to stay up-to-date on regulations involving any type of financial institution. This type of support can help customers update their accounts, make payments, transfer funds, add users, and more. Appointment setting is another type of call center support. Many doctors use appointment setting call center support to take calls from patients. If an agent encounters a patient emergency, they can connect the doctor to the patient immediately.

More Support Resources for Call and Contact Centers

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

An easier way to drive CX. Simplify how you satisfy customer expectations with a 360-degree view of your operations and centralized quality management and monitoring tools.

A Guide to IT Ticketing Systems for Call Centers – LiveVox

One of the most basic features of a ticketing support system is ticket prioritization. This ensures that the most critical client issues are taken care of first, and that those with less urgent requests are safely pushed down the queue

Differences in Inbound & Outbound Customer Service in 2022 | LiveVox

Customers can use IVR to fill out forms, find answers to FAQs, or even schedule a service request. Many of the tools IVR provides reduces routine call volumes. IVR can usually handle 80% of inbound volume on its own. This reduction allows agents to jump in when their knowledge is really needed. They can put their expertise to use rather than answer questions about business hours or bill due dates.

Keep Up-To-Date on the Latest Contact Center News

Subscribe to our newsletter and stay current on all the latest technological advances in the contact center space.

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.