Contact Center
The Customer satisfaction is the most important indicator for a business company. It is therefore essential to be informed about the market. Algeria Telecom is associated with the world leader of contact center solutions and interactive voice servers to propose you a solution of customer service relationship management.
A call center is a structure of call center advisors and telecommunications equipment. Based on a telephone platform, its function is to remotely manage a company's customers and prospects.
The rise of technology and the Internet has also allowed the development of different communication channels, which has given rise to what is known today as a "multimedia call center" or "Multichannel contact center", when the methods of contact are not simply telephone: E-mail, SMS, Fax, Chat, Social Media, Web Call Back, Web Collaboration, etc.
A contact center can be located within the company for its own needs. It can also be externalized in a specialized center.
Different types of contact centers:
Information contact centers: these are mainly information services for companies on their products and services, on their stores networks, on promotions, as well as call centers dedicated to complaints (consumer service) or post-sales services...
Information contact centers: these are mainly information services for companies on their products and services, on their stores networks, on promotions, as well as call centers dedicated to complaints (consumer service) or post-sales services...
Commercial contact centers: Their main tasks are telesales, qualification of customer and prospect files, collection, studies and surveys, booking or taking orders, making appointments, etc.
Technical support contact centers: often called "hot-line" or "help-desk", these centers are used for the promotion of technical products.
Components of a contact center:
Technology: telephony, computers, software, databases, internal information system,..;
Logistics: real estate, furniture, equipment, etc;
Human resources: the users in charge of managing incoming and outgoing interactions at the contact center level are :
The call center advisor: is the person in charge of managing inbound and outbound interactions at the different contact centers. Depending on the function of the contact center, the skills of the agents differ: tele-prospector, tele-investigator, telemarketer, telesales agent, hot-liner,...
The supervisors are in charge of the supervision and follow-up of call center advisors. They are also in charge of monitoring and managing the skills of the advisors within their team.
Administrators are responsible for the administration, operation and operational adaptation of the solution. This includes for example:
- User and group management
- Management of opening hours
- Management of voice messages or music on hold
We also find other management jobs such as platform manager, call center manager, planning manager, quality manager...
For further information please call the 12 or email: corporate@algerietelecom.dz