Find out the difference between First Media Call Center and Contact Center
The presence of the first media call centre from now on makes it easier for customers if they want to ask about our services. Of course, every large company must have a hotline phone number that can be contacted. Keeping in mind that its work is very important to keep any business journey smooth without any kind of problem.
It should be noted that the presence of customer care makes the company healthier and performs brilliantly. The proof of this is that there is no big industry that doesn’t have a care center yet, in fact, almost everyone already has it. For this you also have to know about their important role so that the intelligence increases.
First Media is a company that provides services in the field of technology from cable TV, internet to communication. This is to make it easier for the wider community to be able to meet their needs even if they are only at home. Almost all places to live now use Wi-Fi services, you know.
Engaged in technology and communication, the first media call centre already has many professional workers. It has even entered all the major cities of the country so that you don’t have to look for internet services in trouble. Our presence provides great benefits for all internet users during WFH.
Well, to find out the difference between a contact center and customer care, we will describe all this in this discussion. Continue your explanations to find out what is the difference between the two things, given that many people think alike. Off the bat without any further interruptions, here’s the full explanation.
What are the terms of meaning of the two?
Listening to the first media call center, of course, a lot of people don’t clearly understand what it means, you know. It is no surprise that people enforce the presence of a service centre and customer care is the same thing. Starting first, the contact center itself is a relationship that focuses on customer communication and service.
The service uses multiple channels for communication purposes to run smoothly. The tools range from email users to interacting directly using social media applications in the form of Instagram and others. Well, of course this is very different compared to the presence of the term call center in every big company.
The call centre can be interpreted over the phone as the center of customer service and interaction between customers. The system already uses advanced technology so that incoming and outgoing phones can be easily handled. Guaranteed without any interruptions while dealing with problems or complaints from the customer.
Keeping in mind that the first media call centre also uses IVR or is known as interactive voice response. Where the software system arranges directly between phones coming from different regions to adapt to the problem. The categories are segregated directly so that the services become more flexible and save time.
The level of efficiency is very high as users are directly linked to close customer care in their respective areas. Without being transferred from home, the categories are arranged directly, starting from the problem and housing area. This is to create an extraordinary experience for all customers using our services.
The difference between the first media call center in communicating
Registering a difference in how to communicate, of course, it is clear from the earlier discussion that each call center uses a telephone line. All the problems can be solved directly through dialogue to provide the best solution. Therefore, our workers are guaranteed to be trained to resolve complaints no matter how complex it may be.
Every officer is experienced in dealing with the problems of the customers, so there is no need to doubt it. In addition, all workers are supported directly by companies that can only enter people with high qualifications. The quality of serving customers by phone is not necessarily possible, even relatively difficult, for many people.
All first media call centre workers are required to be able to resolve any complaints only by telephone. All-round qualifications are guaranteed to be possessed by every employee who is already professional in dealing with problems. The officer will help you in a few seconds if you have any questions about the product that can be expressed directly.
Contact centres tend to take advantage of the presence of digital applications which are now growing very fast. There is no denying that the growing modern technology makes it easier for companies to interact more closely with customers. These applications include email, Instagram, Facebook, Twitter and all others online.
Service centres provide more services through the above applications so that customers can reach them more easily. Considering that by this moment almost all modern device users have reached out to social media. This is to bring brand branding closer to the masses so that it can be more widely known at a more affordable price.
Management on user complaint queue
The presence of customer care requires only one solution when managing incoming and outgoing conversations. Because all complaints are made using only telephone line media without using other methods. As a result, customers are increasingly served by employees if they want to ask about products ranging from complaints to other things about the company.
The first media call centre provides services directly to all incoming calls keeping in mind the large number of officers in the centre of the office. In fact, almost every minute there is an incoming call that starts making suggestions, criticizing, or making complaints. However, all this is a good arrangement for business actors to overcome the shortcomings.
The difference with the service center still uses a tool called software commonly known as omnichannel queues. It can be interpreted that each customer will be served by waiting in line in order. Without a doubt, this forces one to be patient while waiting for answers if they use the contact center to solve problems around products and services.
The above software makes it easy for administrators to resolve various complaints from the lightest to the most complex. Agents can also complete in order but it takes a longer time compared to the use of customer care. Aren’t you still satisfied with this fact? We still have different things between the two.
Methods for collecting information about the problem
Well, even the first media call centres present in every major city across the country have interesting methods of collecting information. Because customer care definitely has a role to play in serving every user of the product or service. The only method used is to maximize the presence of incoming calls.
The call center will provide solutions based on problems received directly through short chat while the phone is running. Employees record the subject matter of the complaint respectively and provide an immediate solution. Accuracy is very important in providing solutions to maintain comfort for user satisfaction in order to remain loyal to the first media.
What is interesting is that service centers using software support are able to maximize tasks in the form of information entry. Agents can easily see the problem information as everything is recorded by the software. As far as the records to be kept are concerned, this makes it easier for the company to solve problems in a short period of time without needing the help of other parties.
After knowing the various differences mentioned above, of course, customers can now contact the Customer Service Center via telephone 021-25596000. In addition, it can be through email email@example.com to receive the service with instant feedback. While at home, the first media call center still works to make it easier for you to solve every problem.