Customer Interaction Center
Nowadays, call centers solely relying on telephony technologies and passive customer service could not effectively provide an interaction platform between corporations and customers. As far as future communication between these two is concerned, Customer Interaction Centers will probably take the place of traditional Call Centers as the advent and development of advanced technologies, such as Internet technology.
A Customer Interaction Center with the platform integrating communication channels such as telephone, web, mails and SMS facilitates effective communication between corporations and customers. Moreover, enhanced communication with advanced convenience, effectiveness and customization could be achieved through the implementation thereof.
Meanwhile, the Customer Interaction Center does not functionally play the role of a certain department within a corporation or an exclusive Cost Center. Instead, as the development of customer-oriented business processes and penetration of CRM concept, the Customer Interaction Center will certainly need to be devoted to production R&D, sales, marketing, after-sales service, channel management as well as other similar functional areas with the integration of pre-sales and after-sales.
Furthermore, the Customer Interaction Center will develop to be a platform combining diverse customer contact points including retail terminals, Channel dealers, fairs as well as those concerning after-sales service. This not only enriches customer information, but also plays a key part in monitoring the conformity and intactness of customer experience
As far as a Customer Interaction Center is concerned, arvato Services provide customers with services including:
- Customer-oriented business process engineering of the Customer Interaction Center
- Business process re-engineering and consulting of the Customer Interaction Center
- Technical platform selection and project implementation
- Development of customer database, integration of the Customer Interaction Center database and relevant databases of the client side
- Outsourcing of the Customer Interaction Center and relevant operation and management.
arvato services bear the edge of customer services as well as advanced technologies. Also, arvato Services accumulate a great deal of experience in terms of marketing, channel management and customer service, benefiting from over 50 years experience of business outsourcing. Efficient customer service and outstanding marketing support are achieved by arvato services through the in-depth combination of industry applications and new technologies concerning customer interaction.
For further information, please contact sales support line: 021 54630606*648 or
email to yong.zhu@bertelsmann.de |
Customer Interaction Center
