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One is done raise colour the retail business on things net is searching appropriate manufacturer to build call center. This company high level thinks, after the sale on the net that experienced initial stage explores, the service that finishs through instant communication software cannot have satisfied user requirement, the user needs more the service that human nature changes, in the meantime, since the website runs period of time, accumulated a lot of register the user that did not buy a product however only, may these users become the customer that draws out money further after all? Are they still in hesitant what? This may need a website to have active inquiry to them. And these should use call center inevitably.

In fact, when network sale, especially network shopkeeper people when business begins certain period, call center has become their indispensable branch.

What kind of call center

Retail business is sufferring on the net of things of baby of a management mother of domestic tired at client amount cruel added problem. They cannot think of, in 1 year of short time, client volume rose 200% . And in these clients, exceeded 90% to choose those who pass the means of the phone to finish a product to seek advice and order, although the product function in the website introduces and offer buy a function actually already special and convenient. When the client is deciding to buy a product, more expectation gets be communicationed with the person face-to-face. Because of the client the quantity soares, the call center number that the enterprise sets beforehand at first is very fast all seats taken, and the business that added a banquet newly to become your poll to ache. After because be built when call center,be being finished, the expansion that wants number of the attend a banquet that finish is very difficult issue.

It is Chinese enterprise not just, TV of an United States and network shopkeeper Shop At Home ever also had encountered such bottleneck. Because not perfect call center is restricted, this shopkeeper can receive the client phone amount that hears processing to get hourly great limitation, bring about a lot of client phones to hit do not come in, lost a lot of order. This kind of state was built to them continuously all the time those who include phone and network is compositive change CRM(client relation to manage) system.

Center of contact of the digital network that Shop At Home owns him, website, client and storage and content shed a system. Client contact center deployed 100 take one’s seat at a banquet table that have technical ability of sale and client service to represent. Before dawn of time of American the eastpart part 2 o’clock is client contact center receives the height period of time that hears a telephone call, can have 500 ～ everyday 600 phones, great majority is the man buys the equipment related to athletic fitness and a replacement, amount of average each deal is controlled in 200 dollars.

To catch up with the rapid growth of business, shop At Home updated IT framework in the round, the CRM system that so that support is compositive,changes, include database system and system of client buying operation among them. They are very clear and geographical solution, the phone is the communication contact way with current the most convenient society, nature also is answer client asks ask is mixed accept a client to order the most convenient way. A lot of successful experience had proved, call center is electronic business affairs face an one foot, can offer for the client relaxed, convenience, happy order with advisory service, also can raise the sale outstanding achievement of oneself greatly at the same time. While to enlarging a client service and order handle ability, ensure client satisfaction is spent, they chose self-help of client of Aspect Customer Self Service(to serve a system) the ordering phone that will handle a client and item of service of a few clients, for example order state inquiry, deliver goods wrap up inquiry is waited a moment.

The chief Wayne Lambert of Shop At Home says, “Company of business of center of Aspect(world famous call chose after we are evaluated of 4 providers in the round through be opposite) client self-help serves a system. Inside 2 days after this system setup is finished, we achieved the sales revenue of 50 thousand dollar, and the sale that achieved 30 thousand dollar what just beginning to move that afternoon. And the sale that achieved 30 thousand dollar what just beginning to move that afternoon..

Order in such self-help service system very handy. See the product that sows in the heat on TV, the client can take a phone to dial free number at any time, choose to handle order artificially immediately or enter processing system of automatic and respondent order. If the client chose self-help to serve kind, system of Aspect call center can identify immediately and record his telephone number, put the goods that broadcasting on TV in the foremost face of menu of the choice that order.

Lambert says: “All conversational clew in client phone are the sound transcribe that sells him delegate with what we go up in TV, the client that lets be hit into the phone to order merchandise feels familiar kind. Generally speaking, artificial attend a banquet represents the average time that handles an order is 4 minutes, and the time that self-help orders a system to handle an order place to need won’t exceed 2 minutes commonly. Since the self-help service system that installed Aspect, the client chooses self-help to served the amount that means orders to increase 3 times. The client chooses self-help to served the amount that means orders to increase 3 times..

In miniature electronic commerce industry and industry of developing electron commerce are having special demand to call center. Famous market studies the research report of advisory orgnaization Aberdeen Group points out, compare with the posture of electronic commerce industry of large maturity, medium or small commerce industry is faced with the electron to more clients maintain and do business income pressure, every time call is average latency time also is medium the index that industry of small electron commerce values very much. The problem that industry of small electron commerce cares jointly in still includes call to clinch a deal lead and every time call is average cost. Relative to character, industry of large electron commerce pays attention to the integral operation of call center to administer quota more, for example average latency time, overall client supports call cost.

Unite communication tide

Enterprise of things of that mother baby still suffers tired at another problem, namely the enterprise is an Internet enterprise obviously, but the order form of 90% is completed by the phone however. Imagine a netizen is scanning the product on the website at the same time very hard, take the scene of the phone at the same time. Below probable condition, he should be to not have seam finish, namely the netizen may need to click a pushbutton in the webpage only, with respect to the communication that can come true to serve personnel with the website, communication means may be a character, or speech, it is video even. And for the service personnel to the website, no matter he is to still be in the office assembly room, it is to be in the home even, can provide a service for the client at any time.

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