The modern call-center is capable of much. With his help, for example, can lead cross-selling. But the main thing – it plays a very important role in shaping the customer experience of the company. That it is strictly positive, we must not only effectively use all possible channels of communication with clients, but also to rebuild the business processes associated with their service Universal callektivizatsiya In today's business world, competition is not the best win goods and services, and the best customer service system. The first in Russia know this truth in practice, retail banks, insurance companies and mobile operators.
Training took place under the barrage of phone calls of citizens who wish to take consumer credit, subscribe to telecom services, to buy liability insurance policy tool. Learning to work with consumer communities, companies on the move versed in what a CRM-CRM strategy and system and why you need points Call (CPC). This has generated a wave of construction of Russia's first call-centers. Market with an excess of forecasts to justify the research firm Datamonitor, predicted that by 2007 the number of jobs in the Russian call-centers will grow annually by 11.8%, and the centers themselves – by 10.2%. Now, according to some estimates, the dynamics is much higher: 40-45% annual growth in employment. The second wave of demand for call-centers have raised less than the large Russian companies from other industries that also forced to serve the mass customer. True, spending money to buy a full ATC small businesses tend to not want to.