How to keep your customers?

Market data from 2018 reveal that the growth in the number of online shoppers is slowing down in Hungary. Consequently, online retailers value returning shoppers more and more. Well-working call centres can play an important role in this. Our magazine interviewed Szabolcs Kun, CEO of Arenim Technologies about the topic.

–Many retailers say only large companies need a call centre. Is this true?

Szabolcs Kun
CEO
Arenim Technologies

– When people hear the term call centre, many of them still think of a very big system where hundreds of workers are answering hundreds of thousands of calls. Fact is that calls need to be registered and managed also in cases when there is only one person for this task at a company. This job can be made easier by using our ArenimTel Call Center software.

– What can be the main reasons for introducing a call centre?

– After 10 years of innovation and sales work, ArenimTel collected 17 problem types. All of these are important, but let me mention the top 3 partner needs:

1. No lost calls! If a call gets lost, the company should have a system that registers this event and make colleagues call back the person.

2. A reliable telephone system that never stops working or breaks down.

3. Information available about the operation of telephone-based processes and related operations should be controlled.

– Can you give us an example when a partner introduced a call centre and this move translated into a sales increase?

– There have been many such cases. For instance thanks to our measuring services, it turned out that one of our partners was losing more than 1,000 calls a month. Even after this had been revealed, they could only call back 50 percent of lost calls. By starting to use ArenimTel they became able to trace lost calls. Since the line customers were calling belonged to the order taker staff, obviously there were more successful orders after this. //