Call Center Activities

Call Center Activities

Call Center activities spread over multiple fields.

Customer acquisition 

Customer acquisition includes:

  • the marketing process of obtaining new customers;
  • the process of converting existing prospects into new customers.

In the traditional approach to customer acquisition mass marketing (billboards, magazine advertisements, etc.) is combined with direct marketing (telemarketing, mail, etc.) campaigns based on the knowledge of the particular customer base that was being targeted.

In traditional direct marketing, customer acquisition is similar to mass marketing. A marketing manager selects the demographics of interest (which could be the same criteria used for mass market advertising), and then obtains lists of customers who meet those characteristics from a data vendor (sometimes known as a service bureau). The service bureaus have large databases with millions of prospective customers that can be segmented according to specific demographic criteria (age, gender, interest in particular subjects, etc.).

The success of customer acquisition campaigns depends on precise, timely targeting that delivers valuable offers to prospects and keeps costs low.

Lead generation

Lead Generation is a general business practice that refers to creation or generation of new potential business customers, generally operated through a variety of marketing techniques. It facilitates a business's connection between its outgoing consumer advertising and the responses to that advertising.

Lead generation is a way to keep sales agents more effective.

Call centers are able to

  • call large lists of prospective companies;
  • discover the right decision makers;
  • set appointments and leads for sales follow-ups.

Lead generation helps companies define their target market.

Call center survey

Call center performance has a great impact on the bottom line. Being aware of this, many companies initiate call center survey programs to measure the performance of front-line personnel and improve customer service.

Call center surveys are a great tool to:

  • maximize call center agents’ effectiveness;
  • access customer experiences with the company's representatives;
  • increase customers’ satisfaction;
  • reduce customer churn.

Customer care

Customer care is usually the frontline of a business. Customer satisfaction plays an important role not only in keeping customers but also in attracting new customers through positive referrals.

A call center is an optimal solution for customers that

  • need information regarding their bills;
  • need to cancel a service;
  • require support with a company's equipment or service.

Direct response

Direct Response is a call center that refers to sales that are generated by customers contacting a company to purchase a product or service.

The consumers may find a product or service that they would like to purchase through a catalogue, TV or radio commercial, a phone number posted in an advertisement or on the internet.

 

Learn More About:

Some common call center solutions such as ACD, predictive dialers, scripting software, computer

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Ten Strategies for Employee Retention in Call Centers

The cost of employee turnover

Exploring Call Center Turnover Numbers

Latest News

Stan Billue releases his classic Sales Training Series in MP3 Format

June 09, 2009 by Stan Billue

Although recognized as one of the top Telemarketing Sales Trainers in the World, Stan Billue is the first to admit that he is rather slow on adapting to new technologies. Stan stated; “I was probably one of the last professional Speakers to add a Fax Machine, a Computer and then a Cell Phone. I also drug my feet at converting my Audio Series from Cassettes to CDs a few years ago.”

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Contactual Partners with Pipkins to Provide Workforce Management to Contact Center Customers 

June 04, 2009

Joint Marketing Partnership Brings Together Best in Class Workforce Management and Hosted Contact Center Software. 

SAN CARLOS, CA, June 04, 2009 /24-7PressRelease/ -- Contactual (http://www.contactual.com/pr), the global leader in on-demand contact center software that empowers customer facing organizations to end customer frustration, and Pipkins, Inc. (http://www.pipkins.com/) a leading supplier of workforce management software and services to the call center industry, today announced they have joined in a partnership to cross sell technology. This agreement will provide a direct connection for call center managers looking to combine a trusted workforce management system with hosted contact center software.

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