Know the difference between the First Media Call Centre and the Contact Centre
The presence of a first media call centre from now on makes it easier for customers if they want to ask about our services. Of course, every big company has to have a hotline phone number that can be contacted. Given that its function is quite essential for business trips to keep it running smoothly without any kind of problem.
It should be noted that the existence of customer care is believed to make the company healthier and have very good performance. The proof is that there hasn’t been a big industry until now without having a care centre, in fact, almost all of them already have. For that you also have to know the important role of them so that insights increase.
First Media is a company that provides services in the technology sector ranging from cable television, internet, to communications. This is to make it easier for the wider community to be able to meet their needs even though only they are at home. Now almost all residences use wi-fi services, you know, it turns out.
Concerned with technology and communications, the first media call centre already has many professionals. It has even penetrated every major city in the country so you don’t have to search for internet services with difficulty. Our presence offers great benefits to all internet users during WFH.
Well, in order to know the difference between a contact center and customer care, we will explain it completely in this discussion. Keep up with our explanations to know the difference between the two things, considering that many people think the same. Let’s get straight to it without further ado, here’s the full explanation.
What does the term mean by both?
Hearing the first media call center, of course, a lot of people probably don’t understand the meaning, you know. No wonder people force the same between the presence of a service center and customer care. Starting out, the contact center itself is a relationship focused on communication and customer service.
The service uses multiple channels just for the purpose of communication to run smoothly. The tools range from email users to chatting directly using Instagram-style social media applications and others. Well, of course it’s very different compared to the presence of the term call center in all major companies.
The call center can be interpreted as the hub of conversation between the customer service party and the customer over the phone. The system already uses advanced technology so that incoming and outgoing calls can be easily handled. Guaranteed without any hindrances in handling problems or complaints from the customer.
Taking into account that the first media call center also uses IVR or is better known as General Interactive Voice Responds. Where the software system arranges directly between oncoming phones from different regions to suit the problem. A distinction is made between direct category groups to make services more flexible and save time.
Efficiency level is very high because consumers are directly connected to the nearest customer care in their respective regions. Without moving from home, the category adapts directly starting from the problem and the residential area. This is to make for an amazing experience for all customers when using our services.
The Difference Between First Media Call Center in Communication
Going into the differences in how to communicate, of course, it is clear from the discussion earlier that all call centres use a telephone line. All problems can be addressed directly with a conversation to provide the best solution. Therefore, our employees are bound to be trained to resolve complaints no matter how complex it may be.
All officers are experienced in handling customer problems, so there is no need to doubt. Moreover, all employees are directly supported by companies that can only enter people with high abilities. The quality of serving customers over the phone is not necessarily possible for many people, even relatively difficult.
All first media call centre employees are required to be able to resolve all complaints over the phone only. All-round abilities are bound to be possessed by all employees who are already professional in handling problems. In just a matter of seconds, the officer will help you if you have questions about the product, you can say directly.
Contact centres tend to take advantage of the existence of digital applications which are now growing at a very fast pace. It’s undeniable that increasingly modern technology is making it easier for companies to communicate more closely with customers. These requests include email, instagram, facebook, twitter, and others all online.
The service center provides more services through the above application so that customers reach it more easily. Given that almost all modern gadget users up to this moment had accessed social media. This is to bring branded branding closer to the public so that it is more widely known at a more affordable cost.
Managing on the user complaint queue
The existence of customer care requires only one solution when managing incoming and outgoing conversations. Because all the complaints happen using only hotline media without using other means. As a result, customers are served faster by employees if they want to ask questions ranging from complaints to other things about the company.
The first media call centre serves all incoming calls directly considering the large number of officers in the office centre. In fact, almost every minute upcoming calls start giving suggestions, criticisms, or making complaints. However, it is all good provision for business actors to correct deficiencies.
The difference with the service center is that it still uses one tool, which is software commonly known as Omnichannel Queue. It can be interpreted that all customers will be served by waiting in line in order. Of course, it makes one have to be patient waiting for answers if they use the contact center when troubleshooting problems around products and services.
The above software also makes it easier for administrators to sort out different complaints from the lightest to the most complex. Agents can also resolve in sequence but it takes time compared to the use of customer care. Still not happy with that fact? We still have different things between the two.
Methods of gathering information about the problem
Well, the first media call centre present in all major cities across the country also has an interesting method of gathering information. Because customer care, of course, has a role in serving every consumer of the product or service. The only method used is to maximise the presence of incoming calls.
The call center will provide solutions based on problems received directly through a short conversation while the phone is in progress. Employees in order to record the subject matter of the complaint and provide the immediate reply. Accuracy in providing solutions is very important to maintain comfort to user satisfaction in order to remain loyal to First Media.
Interestingly, service centres using software support are able to optimise tasks in the form of information access. Agents can easily see problem information because everything is recorded by the software. As for the records that will be kept, it makes it easier for the company to resolve problems in a short time without needing the help of other parties.
Having known the above differences, of course, customers can now contact the customer care centre by phone on 021-25596000. In addition, it can be via email email@example.com to get services with a quick response. While at home, the first media call center still serves you to make it easier to solve all problems.