Contact center: improve customer service with ITH

The modern consumer doesn’t want to wade through websites, wait several minutes on the line or explain to a consultant for the third time what he wants. He wants to get things done right away and associate a company with a pro-client attitude. And that’s why the contact center is no longer a “call center” somewhere down the hall. It’s the center of an organization that brings together people, technology and processes into one cohesive whole that really works and simplifies life. At ITH, we know that phone calls are the foundation for building customer relationships. We can help you create that foundation from the ground up.

What exactly is this contact center?

In the simplest terms, it’s a system by which customers can contact you as they are comfortable: by phone, chat, email, SMS, social media and even video. And in doing so, they don’t have to start from scratch every time. A contact center collects your entire call history, analyzes your needs, and helps you respond quickly and wisely. And all because modern customer service is not about answering incoming calls – it’s about building relationships and trust.

The automation of processes in handling phone calls is what makes modern call centers effective. If you’re in charge of a business, you know that the key to a successful business is the quality of customer service, because it’s what builds trust and makes the consumer maybe use your offer more than once.

What are the benefits of a modern contact center?

• Reduce wait times with automatic request queuing and intelligent routing.

• Increased customer satisfaction through consistent service and the ability to continue the conversation in another channel.

• Better use of resources through chatbots, voicebots and IVR systems.

• The ability to analyze data, continuously improve the service process and ensure the highest standards in the business.

What is the foundation of the contact center business?

A modern contact center is a system that makes it possible to carry out dedicated telephone sales campaigns for products and services, and deal with customers without asking them several times for important information. Professional general contact center consultants are prepared to provide information and handle phone calls as efficiently as possible.

Our systems are based on innovative hardware and software solutions for the most efficient operation. In addition, our helpdesk and servicedesk services consist of providing general and technical support to quickly resolve problems and improve daily operations. Comprehensive service includes not only telephone contact, but also support via email, chat and other channels, making our contact center the command center for the customer contact process.

International call centers as the future of business

Every entrepreneur is aware of how important well-organized customer service is to the success of a business. Sales support activities cover so many aspects that the need for a “command center” is absolutely natural.

Take a look at what it looks like in practice:

Omni-channel – the customer writes on the chat and continues the conversation on the phone without repeating the information. The consultant sees the entire contact history on one screen.

Automation – the system calls back, answers the most common questions, reminds about payments and analyzes the tone of the call.

Customer self-service – self-service portals, FAQs, online forms, intelligent chatbots allow the customer to get things done in seconds.

Integration with CRM and ERP – all data is at hand. The consultant knows what the customer bought, how much he spent, what he is waiting for and what he needs.

Monitoring and analysis – dashboards, transcripts, emotion analysis and KPI reports, allow you to oversee quality and anticipate future problems.

Why should you entrust your business to us?

At ITH, we have been supporting companies that operate locally or globally and want to serve customers from different industries. Our Contact Center solutions are first and foremost real help in the daily work of sales, customer service and technical support teams.

Contact center solutions are used by: companies in the telecommunications industry, online stores, health care facilities, banking institutions and many others. Wherever customers have questions, needs and expectations, we are there!

ITH: Contact center for the demanding

At ITH, we design and implement state-of-the-art communication systems that support both call centers and advanced contact centers. Our offer includes:

• ITH Tele WebSystems – a toolkit for contact centers.

• Virtual PBX – no need for a server room

• SIP Trunk – quality and reliability of multiple calls simultaneously

• Integrations with CRM, ERP, HIS – via API and dedicated modules

• ITH telephony on subscription, no term contracts

Working with ITH means flexibility. You don’t have to spend a large budget on sales support solutions. You have the ability to expand your contact center without any downtime, and at the same time you can be sure that the designed system is RODO compliant.

We focus on quality service and ensuring the highest safety standards!

At ITH, we serve 50 clients from various industries in domestic and international markets. Our offer is aimed at large and corporate clients, both domestic and those operating in international markets. With a diversified offer based on innovative solutions for running contact centers, our clients can be sure that their centers meet the highest standards in the operation of communication systems.

ITH professionals are committed to improving quality. We provide professional training and all of the hardware and software components necessary for effective contact center operation. Our contant and call center are flexible solutions for everyone.

Summary

A modern contact center is not a cost, it’s an investment in customer experience and increased sales. If you manage a small, medium or large business, you know how important it is to provide a positive customer experience. At ITH, we can help you create a system that works whenever the customer needs you.

FAQ: the most common questions about contact centers

What is a contact center and how does it differ from a traditional call center?

Call centers, as call centers, are the foundation of a company’s business. Contact center is a much broader concept. This modern and flexible telephone customer service solution combines different communication channels – phone, email, chat, SMS, social media and even video calls. This allows customers to contact where they are comfortable, without repeating the same information.

What functions does a contact center perform in a company?

The contact center streamlines the customer contact process. Sales support solutions include appointment scheduling for customer representatives, lead generation and welcome calls, among others.

Who uses contact center solutions?

Contact center supports local and international companies that need a structured, multi-channel customer contact process. It is a flexible system that adapts to current business needs. It is used by market and opinion research companies, among others.

Can a contact center conduct telephone surveys (CATI)?

Yes. Modern contact centers, such as those offered by ITH, can conduct so-called Computer Assisted Telephone Interviewing (CATI). This is a research method that allows for standardized conversations with customers based on pre-prepared scenarios.

What does automation mean in a contact center?

Automation for running a call center includes automatic queuing and assignment of calls, handling of simple inquiries by chatbots and voicebots, payment reminders, or analysis of call tone and customer mood, among others.