Web-enabled call center

Call center services have changed dramatically over the past 10 years due in part to increased business taking place on the Internet. Historically, a consumer contacted a call center via a telephone number and was able to talk to a customer service representative to obtain product or service information, register a complaint, and discuss other service-related issues. E-commerce-driven technology, however, has changed how call centers interact with customers and has broadened the services that a call center can provide.

Modern, Web-enabled call center have adapted to the increased amount of business taking place on the Web by offering consumers both telephone and online service contacts. Many companies have begun to link their call centers to their Web sites in order to provide advanced customer service options. These centers have added e-mail; instant chat, which enables consumers to exchange text messages in real time with service representatives; and other Web-based services such as interactive voice response (IVR), a service that allows consumers to actually speak to service representatives over the Web via PC microphones. Some call centers even offer video services, which enable online customers to see the representative with whom they are in contact.

The call center service is a thriving business today and it is evolving. It has become a necessity in both, developed and developing countries. A web enabled call center is one that is based on a web page, on the World Wide Web. The page provides a button, which can be clicked on to access the calls. This is only available on the Internet or Intranet.

The Web-enabled call center services are only accessible on the net. The major purpose of these call centers is to help in the easy accessibility of people, anywhere in the world. This facilitates the various business undertakings to reach their clientele in any part of the world. These people need to meet their business needs. The concept of outsourcing is very common and at present, a lot of businesses are outsourced. People need to maintain a uniform way of conducting their business.

Through the Web-enabled call center services, people can remain in contact with their customers and continue with their business, unperturbed, on account of the distances between them. People prefer the Intranet, since only people of a specific group can have access to one such facility. The customer can avail of video- conferences and outsource their problems or convey messages.

In the intranet, the people of the group in business can view the information or queries of other people, within the group.
The Web-enabled call center services help people in different parts of the world to access and enhance their business as well as valuable customers. This also helps in targeting brand messages, potential acquisition of new call centers and it gives high returns for a relatively low investment. It provides enhanced employee performance, maximized customer satisfaction and reduces cost. It also helps to maintain customer satisfaction, maintain standards and increase profitability.
Web-Enabled Customer Service Make a Difference --

• Increased Resources: Web-enabled operators can obtain information via the Internet, whereas traditional operators only have the resources available within the call center.
  
• Increased Productivity: Operators can access a client's data to give information to the caller or even update the caller's information in the client's database or application.
  
• Increased Efficiency: Web-enabled operators can start a trouble ticket and immediately give the caller the ticket number by accessing the client's help desk program on their Intranet.
  
• Increased Understanding: Web-enabled help desk support gives the caller assurance that the operator is experiencing the same thing, at the same time, as they are.

Hence by integrating their Web site with call center services, companies expect to improve customer service, which can increase online sales and eventually cut call center costs.