Find out the Difference Between the First Media Call Center and the Contact Center
The presence of the first media call center from now on makes it easier for customers if they want to inquire about our services. Of course, every large company should have a hotline phone number that can be contacted. Considering that its function is quite vital for a business trip to stay smooth without any kind of problem occurring.
It is worth noting that the existence of customer care is meant to make the company stronger and have excellent performance. The proof is that there is no large industry that hasn’t had a care center so far, in fact, almost all of them already have it. For this you also need to know their important role in raising awareness.
First Media is a company that provides services in the technology sector ranging from cable TV, the internet, to communication. This is to make it easier for the community at large to be able to meet its needs even though it is only at home. Now almost all places to live use wifi services, you know.
Involved in technology and communication, the first media call center already has many professional workers. You’ve even penetrated in all the major cities in the country so you don’t have to look for internet services in trouble. Our presence provides great benefits for all internet users during WFH.
Also, in order to know the difference between contact center and customer care, we will explain all this in this discussion. Continue with our explanations to know what the difference is between the two things, considering that many people think the same. Right from the bat without further ado here’s the full explanation.
What do Monday’s Terms mean?
When you hear the first media call center , of course, a lot of people apparently don’t understand the meaning, you know. No wonder people enforce the presence of a service center and customer care is the same thing. Starting first, the contact center itself is a relationship focused on communication and customer service.
The service uses various channels only for communication purposes to run smoothly. Tools range from email users to chat directly using social media applications in the form of Instagram and others. Well, of course it is very different compared to the presence of the term call center in every large company.
The call center can be interpreted as the center of a conversation between customer service and customers over the phone. The system already uses advanced technology so that incoming and outgoing phones can be easily handled. Guaranteed without barriers when dealing with problems or complaints from the customer.
Considering that the first media call center also uses IVR or better known as Interactive Voice Responds. Where the software system arranges directly between incoming phones from different regions to be adjusted to the problem. Categories are directly distinguished in order to make services more flexible and save time.
The level of efficiency is very high because users are directly connected to the closest customer care in their respective regions. Without moving from home, the categories directly adjust from the problem and the area of residence. This is in order to make an extraordinary experience to all customers while we use our services.
The Difference Between The First Media Call Center in Communication
Entering the differences on how to communicate, of course, is clear from the discussion earlier that each call center uses a phone line. All problems can be solved directly by conversation to provide the best solution. Therefore, our workers are guaranteed to be trained to resolve complaints no matter how complex it will be.
Every officer has experience in managing problems from customers, so there is no need to question it. In addition, all workers are directly supported by companies that can only engage in people with high abilities. The quality of customer service by phone is not necessarily possible for most people, even relatively difficult.
All first media call center workers are required to be able to resolve any complaints only by phone. All abilities are guaranteed to be in the possession of any employee who is already professional in dealing with problems. In just a few seconds the officer will help you if you have questions about the product can be expressed directly.
Contact centers tend to take advantage of the existence of digital applications that are now growing very fast. It is undeniable that increasingly modern technology makes it easier for companies to communicate more closely with customers. These applications include email, Instagram, Facebook, Twitter, and others all online.
Service centers provide more services through the above applications so that customers can reach them more easily. Considering that almost all modern users of gadgets up to this moment have accessed social media. This is to bring brand branding closer to the public so that it is known more widely at a more affordable cost.
User Complaint Queue Management
The existence of customer care requires only one solution when managing incoming and outgoing conversations. Because all complaints occur using phone line media only without using other methods. As a result, customers will be served by employees faster if they want to inquire about products ranging from complaints to other things about the company.
The first media call center serves all incoming calls directly considering the large number of officers in the center of the office. In fact, almost every minute there is an incoming call that starts giving suggestions, criticism, or making complaints. However, it is all a good provision for business actors to correct shortcomings.
The difference with the service center still uses one tool, namely software that is commonly known as Omnichannel Queue. It can be interpreted that each customer will be served by waiting in order. Of course, it makes someone want to be patient waiting for answers if they use the contact center to solve problems around products and services.
The above software also makes it easier for administrators to resolve various complaints from the easiest to the most complicated ones. Agents can also be completed in sequence but take a long time compared to the use of customer care. Still dissatisfied with that fact? We still have different things between the two.
Fact-Finding Methods Around The Problem
Also, call centers of the first media present in every major city across the country also have interesting methods of gathering information. Because customer care certainly plays a role in serving every user of the product or service. Only one method is used, which is to maximize the presence of incoming calls.
The call center will provide solutions based on problems received directly through a short chat while the phone is running. Employees sequentially register the subject of the complaint and immediately provide a solution. Accuracy in providing solutions is very important in order to maintain comfort to user satisfaction in order to stay true to First Media.
Interestingly, the service centers that use the software assistance are able to maximize tasks in the form of information input. Agents can easily see the problematic information because everything was recorded by the software. As for the records that will be kept, it will make it easier for the company to solve problems in the short term without the need for the help of other parties.
After knowing the various differences above, of course, now customers can contact the customer care center via phone 021-25596000. In addition, it can be via email firstname.lastname@example.org to get a service with a quick response. While at home, the first media call center still serves you to make it easier to solve every problem.