What is the difference between a Call Centre and a Contact Centre?

Both the Call Centre and the Contact Centre serve as the contact point for the customer, but the Call Centre communicates with the customer via the telephone only. On the other hand, Contact Centre communicates with the customer via multiple channels. But even if it is a multi-channel communication, whether it's telephone, fax, email, website, or mail, in Thailand, we are used to and more familiar with the term Call Centre.

What is the scope, function and role of the Contact Centre?

Contact Centre plays an important role in the Customer acquisition life cycle by providing information about goods and services for the public. There is a tendency to step in as a corporate customer in the future. It can also be responsible for receiving feedback or complaints. In addition, the Contact Centre can also act as a service centre for receiving orders and services such as: Debt service centre, Call Centre for Telemarketing Call Centre, Customer Satisfaction Survey Centre, and more.

Should your organization have a Contact Centre?

What will tell if your organization should have a contact centre depends on your competitive policies, products, and services. Some organizations have a Contact Centre to facilitate Customer service so that customers do not need to come to the office/ shop, while some use the Contact Centre as a means of two-way communication with customers. Another important function of a Contact Centre is to reduce the cost of opening multiple customer service centres by area.

Is CRM the Contact Centre?

Many people misunderstand that CRM is a contact center and/or a call center. But this is not the case. CRM, in fact, means Customer Relation Management, a strategy and service that companies use to maintain good relationship with their customer and know the need for improvement in various parts of the organization, especially in contact with the customer (Touch points). Contact Center is a touch point that customers use the service. In the planning, CRM must also considered for effective and systematic contact management.

What is Outsource?

Outsource is to bring some work that the company may not have the expertise in to an external organization with expertise of the said work to be done. This allows the company to have less work and focus more on the core mission of the organization fully.

What are the advantages of the Outsourced Contact Center?

The advantage of Outsourced Contact Center is that you can fully dedicate your organization's resources to the core mission of your company. Without having to worry about contact center management. The use of Outsourced Contact Center will allow you to have a Contact Center in a short period of time. If you have to start from scratch, it takes longer. In addition, the use of the Outsourced Contact Center service reduces the risk of investment, especially in the field of various technologies your contact center will be internationally accredited because of its expertise.

How does CMS provide services?

Once we come to agreement with the client on the scope of work and requirements, our staff will thoroughly study the project, develop a timeline and design the system/ service. To ensure effective services, we first conduct system tests.

How long does it take to get an Outsourced Contact Center?

Duration depends on detail and scope of service. Aspects that affects the timeline are the development time of systems, especially those that needs to be configured and/ or customized, recruitment process, agent training on products and services. If you are interested, you can contact us to estimate the fastest possible timeline for you.

Is the Contact Center employee an Operator?

The Contact Center staff is not an Operator, because the scope of work and responsibilities are different. The Operator will divert phone calls to those who are identified, while Contact Center employees provide information, help in problem solving, or presentation of enterprise products and services. The staff at the Contact Center must have skills in many areas such as customer service skills in listening, speaking, and/ or writing.

What is the cost of outsourcing services for CMS?

Costs vary depending on the details and scope of work in designing each customer service model. It is complicated and takes time to analyse. However, you can contact us for a rough estimate of your expenses.

Where can I find more information about CMS services?

Our staff will be happy to answer your questions and give you more information. Just call 02 315 7500 or 085 108 5588