Learn about the difference between First Media Call Center and Contact Center.
From now on, we have our first media call center, so that customers can more easily ask about the service. Of course, every large company should have a hotline phone number that they can contact. Considering that its function is very important for business travel to keep running smoothly without encountering any type of problems.
It is believed that the presence of customer care can make a company healthy and achieve excellent performance. The proof is that so far there is no big industry without a care center, in fact, almost everyone already has it. To do this, you need to know the important role that is played in order for your insights to increase.
First Media is a company that provides services in the technology sector, from cable TV to the Internet, to telecommunications. This is to ensure that the wider community can meet their needs even if they are only at home. Now almost everywhere uses Wi-Fi services.
The first media call center engaged in technology and telecommunications already has a large number of specialized personnel. It does not even have to penetrate into every major city in the country to find an Internet service in trouble. Our presence provides great benefits to all Internet users during the WFH.
Well, to know the difference between a contact center and customer care, we will explain everything in this discussion. Catch up with our explanations to see what the difference between the two is, considering that many people think the same. If you don’t feel like it anymore and get right off the bat, here’s the full explanation.
What do the terms of the two mean?
Of course, when you hear the first media call center, many people obviously don’t understand what it means. It’s no surprise that people force the existence of a service center and that customer care is the same. First of all, the contact center itself is a relationship that focuses on customer communication and service.
The service uses multiple channels only for communication to ensure smooth execution. The tool ranges from email users to chatting directly using Instagram and other forms of social media applications. Well, of course, in all large companies it is very different when compared to the existence of the term call center.
A call center can be interpreted over the phone as a center of conversation between customer service and customers. The system already uses advanced technology to handle incoming and outgoing calls with ease. When dealing with a customer’s problem or complaint, it is guaranteed without obstacles.
Considering that the first media call center uses what is better known as IVR or interactive voice response. If the software system can coordinate the problem by placing it directly between incoming phones from different regions. The categories are directly distinct to make the service more flexible and save time.
The efficiency level is very high because the user is directly connected to the nearest customer care in the area. Without moving from home, the categories are adjusted directly in the problem and in the area where you live. This is intended to give every customer a special experience while using our services.
The difference between the first media call centers in communication
Of course, if you enter the difference in the way you communicate, it is clear from the previous discussion that all call centers use telephone lines. Any problem can be solved directly through dialogue in order to provide the best solution. So our workers can be trained in resolving grievances, no matter how complex they may be.
All executives have experience dealing with clients’ issues, so there is no need to doubt them. In addition, all workers are supported directly by the company, where only people with high abilities can enter. The quality of serving customers by phone is not necessarily possible for many people, and it is relatively difficult.
Every first-time media call center employee should be able to resolve a complaint only by phone. The all-round ability is guaranteed to be owned by all employees who are already professional in dealing with the problem. In just a few seconds, if you have any questions about the product, the person in charge will help you express them directly.
Contact centers tend to take advantage of the presence of digital applications, which are currently growing very rapidly. It is undeniable that more and more modern technologies are making it easier for companies to communicate more closely with their customers. These applications include email, Instagram, Facebook, Twitter and all other online.
The service center provides more services through the above application to make it easier for customers to reach. Considering that up to this moment almost all modern gadget users have accessed social media. This is to bring brand branding closer to the public in order to make it more widely known at a lower cost.
Manage the user complaint queue
The presence of customer care requires only a single solution when it comes to managing incoming and outgoing conversations. This is because all complaints occur only through the medium of the telephone line, without the use of any other method. As a result, when customers want to ask about a variety of products, from complaints to other things about the company, employees will be able to serve them faster.
The first media call center takes into account the large number of executives in the office center and provides all the incoming calls directly. In fact, almost every moment there is a call that begins to make suggestions, criticisms, or complaints. However, it is all good provision for the business actor to correct the shortcomings.
The difference with a service center is that it still uses one tool, software commonly known as omnichannel queues. Each customer can be interpreted as waiting in line in order to provide the service. Of course, if you are using the contact center to solve problems related to products and services, the person waiting for the answer must be patient.
The above software makes it easy for administrators to sort out a variety of complaints, from the lightest to the most complex. Agents can also complete it in order, but it takes a long time compared to using customer care. Still not satisfied with the facts? We still have different things between the two.
How to gather information about a problem
Well, the first media call centers in every major city in the country have an interesting way of gathering information. Because customer care certainly serves to serve all users of a product or service. Only one method is used to maximize the presence of incoming calls.
The call center provides solutions based on problems received directly through a short chat during the call. Staff record complaints sequentially and provide immediate solutions. In order to stay true to First Media, the accuracy with which we provide solutions to maintain comfort to user satisfaction is very important.
Interestingly, service centers that use software support can maximize their work in the form of information input. Agents can easily view the problem information because everything is recorded by the software. The records that will be kept will allow the company to easily resolve the issue in a short time without the help of other parties.
Of course, after knowing the various differences above, customers can now contact Customer Care by phone 021-25596000. You can also get a quick response via email email@example.com. While you’re at home, the first media call center still offers services to make it easy to fix any issues.