The Introduction
The market for web-enabled call center is
burgeoning. For the past decade, computer-telephony integration (CTI) has
been one of the hottest topics to hit the call center, promising
reduced call volumes and handle times, as well as a
higher level
of customized service. The global emphasis on electronic commerce and
the use of the Internet as a
delivery channel has sparked the
development of new CTI applications that offer
tremendous opportunities
to call centers.
The Internet provides for a more
complete alternative by supporting
a full range of transactions, almost regardless of their complexity. As its
popularity continues to increase, its impact as a
delivery channel
will
improve dramatically and may finally begin to stem the tide of
demand for live agents. To ensure that the needs of all users are met,
websites must be integrated with the call center, giving customers a full
range of options without completely eliminating the
valuable personal
touch.
A web enabled call center improves the e-commerce initiatives by offering
high quality customer service. Various features offered by web enabled call
centers are:
- Web Pop that automatically provides CSRs with a pop-up screen
of client's website, intranet or web script.
- Web Callback that helps the visitors of the client's website
request a callback from the CSRs by simply clicking and entering their
name, telephone information and time for call.
- Web Chat that assists visitors engaged in a live, two-way
text chat directly from client's site to a trained agent. They can
obtain answers to questions or resolve customer service issues without
having to disconnect from the Internet or use a phone.
- Web Push allows CSRs to assist client's website visitor to
find out information through guided "browsing."
- Email Management this manages high-volume email inquiries
directed to client's mailbox or produced via a Website. The incoming
messages are tracked and provided an appropriate auto reply message to
the customers letting them know that their email has been received.
