Do you know the CCNL for call centers ? Many negative things are said about the world of call centers. In reality it is all written down in black and white in the national labor contract. Knowing it well is essential both for the administrator to be able to correctly manage latvia phone number library their business. And for the operators because in this way they become aware of the organization of their work. Useful call center contact, positive contact, contact in progress. There are many terms that describe the dynamics within a contact center.
Let’s start with a series of technical definitions that will be useful to us throughout this reading.
POSITIVE CONTACT :
Telephone contact that leads to the conclusion of a 10 game-changing ai in sales uses contract subsequently confirm by a customer for the direct sale of goods and/or services and the activities to be connect and accessory.
NEGATIVE CONTACT: telephone contact that does not lead to the conclusion of a contract, with the final result of the customer rejecting the proposal.
CONTACT IN PROGRESS : call back, recontact, appointment, negotiation, fax, no answer, answering machine.
Telephone contact to a user who cannot be reache with bfb directory an incorrect or non-existent number.
USEFUL CONTACT : telephone contact lasting more than 60 seconds with a definitive processing result with a positive or negative contact outcome.
These definitions are also very important in relation to the management software you use to make calls from your outbound call center. After making a call, the operator must enter an outcome, or declare how the call went. Did the user answer? Did the answering machine go? Was an appointment made? Was a contract conclude? Did the user refuse the offer?