As a major customer contact point, the call center has great potential to provide valuable information and support to other business departments, which may include information about customers, products, services and processes. When this information is recorded, collected, classified and arranged into usable knowledge, the whole enterprise has the ability to identify and meet customers' expectations and requirements.
Self-built call center is suitable for large enterprises with huge personnel and capital advantages. Enterprises can control the call center from the cost, use their own personnel to enter the call center, and the internal information of enterprises can avoid losing to competitors. At the same time, this model is also suitable for small enterprises, and its own internal staff can serve as seats, with a small number of seats and relatively little initial investment, which can also reduce the input cost from the perspective of long-term investment and operation. But also can maintain some flexibility, and the number and scale can be changed at any time. Outsourcing call center is more suitable for medium-sized enterprises or foreign companies that are unwilling to divert a lot of money and energy. Because the outsourcing call center is professional, it shoulders an important mission in the whole competition.
If you choose to build your own, you can choose a call center with excellent technology, low initial investment cost and customized according to the unique needs of the enterprise. I heard that CTI Research Center of Harbin Institute of Technology has done a good job in this respect. I hope it helps you!