What is the difference between outgoing and incoming calls in okcc call center

All you need to do to enter the call center is to handle external calls , But going out of the call center is just the opposite . The call center is used for telemarketing , These sales calls are sometimes annoying because they interrupt others' lunches or other things 、 Bad reputation , But telemarketing has a good performance . Bi Jing , If no one buys anything through telemarketing , This kind of business will disappear from the market .

Outgoing call center and incoming call center are not only different in call direction , And the functions and forms of the database used by agents are also very different . The most common function of the database here is to send the phone number to PBX dial （ There is no call center ACD, because ACD It deals with incoming calls ）, In most cases, it also provides the speech script that the agent may use when making a phone call , This speech usually includes the name of the called group 、 Town name and even street address .
Telephone sellers call to ask for the identity and name of the caller , Then make some appropriate suggestions , If this customer had an order with this company before , The seller can also know other personal information about the user in advance .

The most important time for telemarketing is when the phone starts 10 To 30 In seconds , As long as most people are not annoyed , Will give at least such a long time , It depends on whether the agent's language can impress him at this time （ she ）, And the ability level of the agent is mainly reflected in this time . Imagine who would like to hear someone read a speech clearly on the phone ？ Some calls are less than 10 The second is over , The reason is simple , It's even ironic , That is, the caller didn't read the customer's name clearly , Fortunately, some software can show agents how to pronounce these names correctly . Some well-trained agents can say after you get off the hook like an old friend you haven't seen for years “hello"（“ Hello ”）. These all indicate a creed that sales companies should abide by ： People prefer to buy things from people they like .
On the phone , According to the situation on the phone , The phone seller has to decide which script to enter , Even decide to end a call , And turn to other users . for example , Customers are disgusted with agents , The conversation may not go on ; If the agent introduces the product to the customer , The customer kept silent , It may mean that you want to listen ： even to the extent that , Maybe when it comes to the kitchen , I wanted to sell roofs, but the actual topic turned to house decoration . At this time , Agents need to be flexible , Provide various services at any time .
Therefore, the database out of the call center should be composed of scripts （script） A series of chain structures , These scripts can be flexibly accessed through a variety of ways . And this structure and function are just connected with hyperlinks Web Match the webpage . The structure diagram of the call center is as follows .
in other words , The script database out of the call center can only be put into Web As a Web Application makes sense . In this picture , The line is the part provided by the database that is different for each call . Of course, the connections pointed to below are Web Connect , The choice of these connections depends on the user's answer to the agent and the agent's judgment of the phone content . occasionally , Some users are disgusted with the call , At this point, the agent should choose “ No good intention ” a , here , The system will automatically transfer to call another user , And it will be on the database record corresponding to the user who just ended the call “ Don't call back ” The tag . such , Someone asked strangely ： Since this user will not buy our products , Why not delete this record ？ actually , Pay attention to these users who have called （ Whether one of the calls will buy our products now ） It is also a part of customer relationship management .
chart 6-8 Call center handout
As can be seen from the above discussion ,VoIP and Web Can be used by telemarketing ,VolP To go to PSTN Send a call , Of course, it can also be call support VoIP Of PC machine （ for example , In sales VoIP Software or hardware often encounter calls VoIP Of PC machine ）. These scripts are saved as standard Web Web form , This can be easily modified in many ways , These scripts need to be modified frequently , On the one hand, these modifications are based on user feedback , On the other hand , It is also to prevent the agent from getting bored because he always repeats the same script . If the agent has a support in his home VoIP Of PC machine , Also can put the PC Connect to telemarketing Web The server , Work at home .