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.Button{margin-right:0}.Login__popup__close{position:absolute;right:15px;top:15px;display:-webkit-box;display:-ms-flexbox;display:flex;width:25px;height:25px;background-image:url(/app/themes/liveagent/assets/images/icon-close.svg);background-repeat:no-repeat;background-size:100% auto;background-position:center;cursor:pointer;-webkit-transition:opacity .3s;transition:opacity .3s}.Login__popup__close:active,.Login__popup__close:focus,.Login__popup__close:hover{opacity:.6}.Login__popup.active{display:-webkit-box;display:-ms-flexbox;display:flex}.Button--login{padding:0 !important;margin-left:30px !important;-webkit-transition:opacity .3s;transition:opacity .3s}.Button--login:active .tooltip,.Button--login:focus .tooltip,.Button--login:hover .tooltip{display:-webkit-box;display:-ms-flexbox;display:flex}.Button--login span{font-size:0}.Button--login span::before{content:"";display:block;width:17px;height:100%;background-image:url(/app/themes/liveagent/assets/images/icon-login.svg);background-repeat:no-repeat;background-size:100% auto;background-position:center}.Button--login .tooltip{position:absolute;top:49px;display:none;margin-left:9px;padding:8px 25px;font-size:14px;line-height:21px !important;text-align:center;word-break:keep-all;color:#212121;-webkit-box-shadow:0 3px 20px 0 rgba(0,0,0,0.16);box-shadow:0 3px 20px 0 rgba(0,0,0,0.16);background-color:#fff;border-radius:4px;-webkit-transform:translateX(-50%);-ms-transform:translateX(-50%);transform:translateX(-50%)}.Button--login .tooltip::before{position:absolute;top:-10px;left:calc(50% - 10px);background:0;width:0;height:0;border-style:solid;border-width:0 10px 10px;border-color:transparent transparent #fff}body.no-scroll{overflow:hidden;height:100%}#app{padding-top:90px}#app .Header{background-color:#fff;background-color:var(--header-background);position:fixed;top:0;z-index:99991;width:100%;height:90px;padding:.9375em 0}#app .Header .wrapper{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:horizontal;-webkit-box-direction:normal;-ms-flex-flow:wrap row;flex-flow:wrap row;-webkit-box-pack:justify;-ms-flex-pack:justify;justify-content:space-between;-webkit-box-align:center;-ms-flex-align:center;align-items:center}#app .Header__logo{display:-webkit-box;display:-ms-flexbox;display:flex}#app .Header__logo a{display:block;width:100%;height:100%;padding:.9375em .9375em .9375em 0}#app .Header__logo a img{display:block;max-width:8.125em;height:1.875em}#app .Header__items{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:horizontal;-webkit-box-direction:normal;-ms-flex-flow:wrap row;flex-flow:wrap row;-webkit-box-pack:end;-ms-flex-pack:end;justify-content:flex-end;-webkit-box-align:center;-ms-flex-align:center;align-items:center}#app .Header__navigation.active{height:100vh;-webkit-transition:height .3s ease-out;transition:height .3s ease-out;display:block;overflow-y:scroll;padding-bottom:1.5em;-webkit-box-shadow:0 .25em .375em 0 rgba(0,0,0,0.06);box-shadow:0 .25em .375em 0 rgba(0,0,0,0.06);border-top:1px solid #e4e5e9}#app .Header__navigation.active>div{opacity:1;height:auto;-webkit-transition:opacity .5s ease;transition:opacity .5s ease;-webkit-transition-delay:.1s;transition-delay:.1s;display:block}#app .Header__navigation.active.mobile-active .Header__navigation__buttons__mobile{display:-webkit-box;display:-ms-flexbox;display:flex}#app .Header__navigation.active.mobile-active .Header__navigation__promo{margin-left:3em;padding-bottom:1em;background-color:#f9f9fa}#app .Header__navigation.active.mobile-active .menu-item-description{color:#65676b;color:var(--font-color-level3);display:block;font-size:.75em;line-height:1.5;font-weight:400;margin-top:-0.1875em;width:calc(100% - 2.0625em);white-space:break-spaces}#app .Header__navigation.active.mobile-active ul.nav>li{padding:0}#app .Header__navigation.active.mobile-active ul.nav>li.active>a{background-color:#edeff3}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul{-webkit-transition:height .6s ease;transition:height .6s ease;overflow:hidden}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li{padding:0}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.show-only-mobile{display:-webkit-box;display:-ms-flexbox;display:flex;position:relative;background-color:#f9f9fa}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.show-only-mobile.current-menu-item{background-color:#dfeafd}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.show-only-mobile .icon{width:1.25rem;height:1.25rem;display:block;position:absolute;top:.25em;left:1em;margin-top:.9em;color:#2570ed !important;z-index:1;pointer-events:none}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.show-only-mobile a{display:-webkit-box;display:-ms-flexbox;display:flex;width:100%;-webkit-box-orient:vertical;-webkit-box-direction:normal;-ms-flex-direction:column;flex-direction:column;padding:14px 3.125em}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.show-only-mobile a::after{content:unset}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.label-product li.current-menu-item{background-color:#feefe0}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.label-overview li.current-menu-item{background-color:#f3e6ff}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.label-use-for li.current-menu-item{background-color:#dfeafd}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.label-company li.current-menu-item{background-color:#fee0e4}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li.label-learn li.current-menu-item{background-color:#daf4e7}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li>a{display:none}#app .Header__navigation.active.mobile-active ul.nav>li.active>ul.active>li>ul{display:block}#app .Header__navigation.active.mobile-active ul.nav>li>a{padding:0 1.25em}#app .Header__navigation.active.mobile-active ul.nav>li>a::before{content:unset}#app .Header__navigation.active.mobile-active ul.nav>li>ul{overflow:hidden;-webkit-transition:height .6s ease;transition:height .6s ease}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li a{display:none}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li.active>a{background-color:#edeff3}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li.active ul.active{display:-webkit-box;display:-ms-flexbox;display:flex}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li.label-integrations{display:none}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li.label-sub>a{display:none !important}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul{background-color:#f9f9fa}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul>li{padding-block:.625em;margin-bottom:0;background-color:#f9f9fa}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul>li::after{content:unset}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul>li .icon{left:1em;margin-top:.7em}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul>li>a{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:vertical;-webkit-box-direction:normal;-ms-flex-direction:column;flex-direction:column;width:100%;padding:0 3.125em}#app .Header__navigation.active.mobile-active ul.nav>li>ul>li>ul>li>a::after{content:unset}#app .Header__navigation.active.mobile-active ul.nav>li ul li a{padding:0 1.25em}#app .Header__navigation__promo{max-width:11.5em;cursor:pointer;width:100%;height:80px;background-size:cover}#app .Header__navigation__promo *{width:100%}#app .Header__navigation__buttons__mobile{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:vertical;-webkit-box-direction:reverse;-ms-flex-direction:column-reverse;flex-direction:column-reverse;padding-top:.5em}#app .Header__navigation__buttons__mobile .Button{width:100%}#app .Header__navigation__buttons__mobile .Button--login{text-align:left;height:auto}#app .Header__navigation__buttons__mobile .Button--login span{padding:0 1.25em;font-size:1rem;line-height:3.75;margin:0}#app .Header__navigation__buttons__mobile .Button--full{margin:.5em 1.25em;width:calc(100% - 2.5em)}#app .Header__navigation__buttons a.Button{display:none;max-height:3em;margin-right:1.5em;padding-inline:1em}#app .Header__navigation__buttons a.Button.Button--login{margin:0}#app .Header__navigation__buttons a.Button.Button--outline{display:-webkit-box;display:-ms-flexbox;display:flex;width:6.25em}#app .Header__navigation__buttons a.Button span{white-space:nowrap}#app .Header__navigation ul.nav{position:relative;margin-bottom:0}#app .Header__navigation ul.nav li{position:static;-webkit-user-select:none;-moz-user-select:none;-ms-user-select:none;user-select:none}#app .Header__navigation ul.nav li.one-column ul{left:-1.5625em}#app .Header__navigation ul.nav li.one-column ul li{padding:0 2.8125em}#app .Header__navigation ul.nav li.one-column ul li ul{padding-bottom:0}#app .Header__navigation ul.nav li.one-column ul li ul li{padding:0}#app .Header__navigation ul.nav li a{color:#050505;color:var(--main-nav-font-color);position:relative;display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-pack:justify;-ms-flex-pack:justify;justify-content:space-between;font-size:16px;line-height:60px;font-weight:600;text-decoration:none}#app .Header__navigation ul.nav li a::before{background-color:#fa9531;background-color:var(--main-nav-underline);content:"";position:absolute;bottom:.8125em;left:50%;width:0;height:.1875em;-webkit-transition:all .3s;transition:all .3s}#app .Header__navigation ul.nav li.menu-item-has-children a::after{content:"\e821";font-family:fontello,sans-serif;font-size:.75rem;font-weight:900;display:inline-block;margin-left:.625em;width:.75em}#app .Header__navigation ul.nav li.menu-item-has-children.active>a::after{-webkit-transform:rotate(180deg);-ms-transform:rotate(180deg);transform:rotate(180deg)}#app .Header__navigation ul.nav li.menu-item-has-children ul li a::before{content:unset}#app .Header__navigation ul.nav ul{position:relative}#app .Header__navigation ul.nav ul.active{display:block}#app .Header__navigation ul.nav ul li{width:100%}#app .Header__navigation ul.nav ul a{color:#050505 !important;color:var(--main-nav-submenu-font-color) !important;font-size:14px;line-height:30px;font-weight:600;white-space:nowrap;text-align:left}#app .Header__navigation ul.nav ul a[href="#"]{margin-bottom:1.25em;font-size:.875rem;line-height:0;cursor:default;padding:.625em 0}#app .Header__navigation ul.nav ul ul{display:-webkit-box;display:-ms-flexbox;display:flex;position:static;-webkit-box-orient:vertical;-webkit-box-direction:normal;-ms-flex-flow:wrap column;flex-flow:wrap column;-webkit-box-pack:start;-ms-flex-pack:start;justify-content:flex-start;-webkit-box-align:start;-ms-flex-align:start;align-items:flex-start}#app .Header__navigation ul.nav ul ul li{position:relative;display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-orient:horizontal;-webkit-box-direction:normal;-ms-flex-flow:wrap row;flex-flow:wrap row;-webkit-box-pack:start;-ms-flex-pack:start;justify-content:flex-start;-webkit-box-align:center;-ms-flex-align:center;align-items:center;width:100%;margin-bottom:1.25em;padding:0;overflow:visible}#app .Header__navigation ul.nav ul ul li.label a{position:relative;width:100%;overflow:hidden}#app .Header__navigation ul.nav ul ul li.label a::after{background-color:#fa9531;background-color:var(--primary-color);color:#fff;color:var(--font-color-light);content:"";position:absolute;top:.5em;right:0;display:inline-block !important;padding:.125em .25em;border-radius:.125em;font-size:.625em;line-height:1;text-transform:uppercase}#app .Header__navigation ul.nav ul ul li.label-new a::after{content:"new"}#app .Header__navigation ul.nav ul ul li.label-top a::after{content:"top"}#app .Header__navigation ul.nav ul ul li.label-trending a::after{content:"trending"}#app .Header__navigation ul.nav ul ul li .icon{width:1.25rem;height:1.25rem;display:block;position:absolute;pointer-events:none;z-index:1;left:.15em;top:.25em}#app .Header__navigation ul.nav ul ul li::after{content:"";position:absolute;left:-1.25em;bottom:-0.625em;height:calc(100% + 1.25em);width:0;background-color:#feefe0;-webkit-transition:all .5s ease;transition:all .5s ease}#app .Header__navigation ul.nav ul ul li:hover::after{width:100%}#app .Header__navigation ul.nav ul ul li a{padding-left:2.0625em;z-index:1}#app .Header__navigation ul.nav ul ul li:first-of-type{padding-right:0}#app .Header__navigation .icon-header-menu{left:0;width:1.5em;background-size:8.8em}#app .Header__navigation .icon-header-menu::before{width:1.5rem;height:1.5rem;display:block;position:absolute;pointer-events:none;z-index:1;content:"";font-size:1.25rem;left:0;top:.125em}#app .Header__navigation .icon-header-menu-whatsapp:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -152px 2px;background-size:8.8em}#app .Header__navigation .icon-header-menu-wordpress:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -16px 2px;background-size:8.8em}#app .Header__navigation .icon-header-menu-prestashop:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -234px 2px;background-size:8.8em}#app .Header__navigation .icon-header-menu-magento:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) 4px 2px;background-size:8.8em}#app .Header__navigation .icon-header-menu-shopify:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -81px 1px;background-size:8.8em}#app .Header__navigation .icon-header-menu-mailchimp:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -105px 0;background-size:8.8em}#app .Header__navigation .icon-header-menu-pipedrive:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -132px 2px;background-size:8.8em}#app .Header__navigation .icon-header-menu-slack:before{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -36px 2px;background-size:8.8em}#app .Header__navigation .label-overview a[href="#"],#app .Header__navigation .label-overview .icon,#app .Header__navigation .label-overview li::before{color:#ae54fd !important}#app .Header__navigation .label-overview .sub-menu{width:100%}#app .Header__navigation .label-overview ::after{background-color:#f3e6ff !important}#app .Header__navigation .label-product a[href="#"],#app .Header__navigation .label-product .icon{color:#fa9531 !important}#app .Header__navigation .label-product ::after{background-color:#feefe0 !important}#app .Header__navigation .label-use-for a[href="#"],#app .Header__navigation .label-use-for .icon{color:#2570ed !important}#app .Header__navigation .label-use-for ::after{background-color:#dfeafd !important}#app .Header__navigation .label-integrations{padding:0 4.375em 0 1.875em !important}#app .Header__navigation .label-integrations ul li{padding:0 !important;margin:0 !important}#app .Header__navigation .label-integrations a[href="#"]{color:#ababab !important}#app .Header__navigation .label-integrations>*{position:relative;z-index:1}#app .Header__navigation .label-integrations ::after{background-color:#f5f5f7 !important;left:-0.625em !important;bottom:.125em !important;height:1.875em !important;z-index:0}#app .Header__navigation .label-integrations li:last-child a{color:#ababab !important;font-size:.75rem !important}#app .Header__navigation .label-learn a[href="#"],#app .Header__navigation .label-learn .icon{color:#07b65d !important}#app .Header__navigation .label-learn ::after{background-color:#daf4e7 !important}#app .Header__navigation .label-company a[href="#"],#app .Header__navigation .label-company .icon{color:#f72f49 !important}#app .Header__navigation .label-company ::after{background-color:#fee0e4 !important}#app .Header__navigation .label-liveagent a[href="#"],#app .Header__navigation .label-liveagent .icon{color:#48c6ce !important}#app .Header__navigation .label-liveagent ::after{background-color:#e4f7f8 !important}#app .Header__navigation .label-sub a[href="#"]{color:transparent !important}#app .Header__navigation .show-only-mobile{display:none}#app .Header__mobile__hamburger{cursor:pointer;margin-right:-0.25em}#app .Header__mobile__hamburger .line{width:1.65em;height:.125em;background-color:#050505;border-radius:8px;display:block;margin:.35em auto;-webkit-transition:all .3s ease-in-out;transition:all .3s ease-in-out}#app .Header__mobile__hamburger.active .line:nth-child(2){opacity:0}#app .Header__mobile__hamburger.active .line:nth-child(1){-webkit-transform:translateY(8px) rotate(45deg);-ms-transform:translateY(8px) rotate(45deg);transform:translateY(8px) rotate(45deg)}#app .Header__mobile__hamburger.active .line:nth-child(3){-webkit-transform:translateY(-8px) rotate(-45deg);-ms-transform:translateY(-8px) rotate(-45deg);transform:translateY(-8px) rotate(-45deg)}.admin-bar #app .Header{top:3em}.admin-bar #app .Header__navigation{top:8.625em}html[lang=de-DE] .Header__navigation .icon-header-menu,html[lang=et] .Header__navigation .icon-header-menu,html[lang=es-ES] .Header__navigation .icon-header-menu,html[lang=hr] .Header__navigation .icon-header-menu,html[lang=lv-LV] .Header__navigation .icon-header-menu,html[lang=lt-LT] .Header__navigation .icon-header-menu,html[lang=ru-RU] .Header__navigation .icon-header-menu,html[lang=sk-SK] .Header__navigation .icon-header-menu,html[lang=vi-VN] .Header__navigation .icon-header-menu{left:0;width:1.5em !important;background-size:11.375em !important}html[lang=de-DE] .Header__navigation .icon-header-menu-wordpress,html[lang=et] .Header__navigation .icon-header-menu-wordpress,html[lang=es-ES] .Header__navigation .icon-header-menu-wordpress,html[lang=hr] .Header__navigation .icon-header-menu-wordpress,html[lang=lv-LV] .Header__navigation .icon-header-menu-wordpress,html[lang=lt-LT] .Header__navigation .icon-header-menu-wordpress,html[lang=ru-RU] .Header__navigation .icon-header-menu-wordpress,html[lang=sk-SK] .Header__navigation .icon-header-menu-wordpress,html[lang=vi-VN] .Header__navigation .icon-header-menu-wordpress{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) -1.1875em 0}html[lang=de-DE] .Header__navigation .icon-header-menu-magento,html[lang=et] .Header__navigation .icon-header-menu-magento,html[lang=es-ES] .Header__navigation .icon-header-menu-magento,html[lang=hr] .Header__navigation .icon-header-menu-magento,html[lang=lv-LV] .Header__navigation .icon-header-menu-magento,html[lang=lt-LT] .Header__navigation .icon-header-menu-magento,html[lang=ru-RU] .Header__navigation .icon-header-menu-magento,html[lang=sk-SK] .Header__navigation .icon-header-menu-magento,html[lang=vi-VN] .Header__navigation .icon-header-menu-magento{background:url(/app/themes/liveagent/assets/images/icons-menu-integrations.png) .25em 0}html[lang=bg-BG] .Header__navigation__buttons .Button,html[lang=lv-LV] .Header__navigation__buttons .Button{padding-left:1.714em;padding-right:1.714em}html[lang=vi-VN] .Header .Button--login{margin-left:1.75em !important}@media(min-width:768px){.Header__flags--mainmenu .Header__flags--region-asia{margin-top:1em}.Header__flags--region{width:calc(33.3333333333% - 1em);float:right;margin-right:0}.Header__flags--region ul{display:block}.Header__flags--region ul li{margin-right:0}.Header__flags--region-europe{float:left;width:66.6666666667%;height:100%;margin-bottom:0}.Header__flags--region-switchers{display:none}#app .LoginBlock{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-align:center;-ms-flex-align:center;align-items:center;-webkit-box-pack:center;-ms-flex-pack:center;justify-content:center;margin:0 !important;height:calc(100vh - 90px);padding:0 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Choose the ideal live chat software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">Live Chat<div class="menu-item-description">Fastest live chat on the market</div></a></li> </ul> </li> <li id="menu-item-164179" class="label-sub label-product menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164179"><a href="#" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US">sub</a> <ul class="sub-menu"> <li id="menu-item-164180" class="icn-thumbsup menu-item menu-item-type-custom menu-item-object-custom menu-item-164180"><svg class="icon icon-thumbsup"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#thumbsup"></use></svg><a href="/social-media-customer-service/" title="LiveAgent is a help desk solution that connects multiple channels in one interface. 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Choose the ideal call center software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">Call Center<div class="menu-item-description">Built-in call center software</div></a></li> <li id="menu-item-164181" class="icn-lightbulb menu-item menu-item-type-custom menu-item-object-custom menu-item-164181"><svg class="icon icon-lightbulb"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#lightbulb"></use></svg><a href="/liveagent-knowledge-base-software/" title="LiveAgent is a help desk solution that connects multiple channels in one interface. Find out more about LiveAgent and its business/industry benefits." hreflang="en-US" onover-preload="1">Knowledge Base<div class="menu-item-description">Provide self-service options</div></a></li> </ul> </li> <li id="menu-item-164183" class="label-use-for menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164183"><a href="#" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US">Use For</a> <ul class="sub-menu"> <li id="menu-item-164184" class="icn-menu-business-solutions menu-item menu-item-type-custom menu-item-object-custom menu-item-164184"><svg class="icon icon-menu-business-solutions"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-business-solutions"></use></svg><a href="/business/" title="LiveAgent is a help desk software that adapts to the needs of different business models. Explore how LiveAgent fits your niche. Agency Edu and NGOs rely on LiveAgent." hreflang="en-US" onover-preload="1">Business Solutions<div class="menu-item-description">Different businesses, different solutions</div></a></li> <li id="menu-item-164185" class="icn-shop menu-item menu-item-type-custom menu-item-object-custom menu-item-164185"><svg class="icon icon-shop"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#shop"></use></svg><a href="/industry/" title="Discover how LiveAgent elevates customer support across industries, from healthcare to automotive. Benefit from no setup fees and 24/7 customer service. Boost advocacy, cut response times, and decrease ticket volumes with our omnichannel help desk software. Trusted by Forbes, Airbus, and Nascar. Start your free trial today and tailor LiveAgent to your niche!" hreflang="en-US" onover-preload="1">Industry Solutions<div class="menu-item-description">Adapt LiveAgent for your industry</div></a></li> <li id="menu-item-713804" class="icn-menu-use-cases menu-item menu-item-type-post_type_archive menu-item-object-ms_success-stories menu-item-713804"><svg class="icon icon-menu-use-cases"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-use-cases"></use></svg><a href="https://www.liveagent.com/use-case-scenarios/" title="L&L Europe, Huawei, Hostinger, and other companies offer various online services, from gaming to web hosting and ecommerce solutions. LiveAgent provides support for customer satisfaction and business growth." hreflang="en-US" onover-preload="1">Use Cases<div class="menu-item-description">One product, multiple use case scenarios</div></a></li> </ul> </li> <li id="menu-item-164187" class="label-integrations menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164187"><a href="#" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US">Integrations</a> <ul class="sub-menu"> <li id="menu-item-874229" class="icon-header-menu icon-header-menu-whatsapp menu-item menu-item-type-custom menu-item-object-custom menu-item-874229"><a href="/integrations/whatsapp/" title="LiveAgent offers a WhatsApp integration that allows users to easily answer WhatsApp messages from their LiveAgent dashboard." hreflang="en-US" onover-preload="1">Whatsapp<span class="badge__new">new</span></a></li> <li id="menu-item-164188" class="icon-header-menu icon-header-menu-wordpress menu-item menu-item-type-custom menu-item-object-custom menu-item-164188"><a href="/integrations/wordpress/" title="Get your customer support to the next level on your Wordpress sites. Wordpress integration for LiveAgent allows you to place a chat button on your websites." hreflang="en-US" onover-preload="1">WordPress</a></li> <li id="menu-item-164189" class="icon-header-menu icon-header-menu-prestashop menu-item menu-item-type-custom menu-item-object-custom menu-item-164189"><a href="/integrations/prestashop/" title="Discover how to enhance your Prestashop eCommerce store with LiveAgent's seamless integration. Enjoy benefits like instant communication through live chat, efficient order tracking, and a comprehensive dashboard—all aimed at boosting customer satisfaction. Start your free trial today and join over 250,000 online stores leveraging Prestashop's open-source solutions." hreflang="en-US" onover-preload="1">Prestashop</a></li> <li id="menu-item-164190" class="icon-header-menu icon-header-menu-magento menu-item menu-item-type-custom menu-item-object-custom menu-item-164190"><a href="/integrations/magento/" title="Integrate Magento 2 into LiveAgent and increase your workflow. Tickets will keep track of customer orders and you can use a single platform." hreflang="en-US" onover-preload="1">Magento</a></li> <li id="menu-item-164191" class="icon-header-menu icon-header-menu-shopify menu-item menu-item-type-custom menu-item-object-custom menu-item-164191"><a href="/integrations/shopify/" title="Discover seamless Shopify integration with LiveAgent to enhance your eCommerce store's customer support. Effortlessly set up live chat and phone support to boost customer engagement and satisfaction. Enjoy easy navigation, save time and money, and transform leads into loyal customers. Explore both native and Zapier integration options. Start your free trial today!" hreflang="en-US" onover-preload="1">Shopify</a></li> <li id="menu-item-164192" class="icon-header-menu icon-header-menu-mailchimp menu-item menu-item-type-custom menu-item-object-custom menu-item-164192"><a href="/integrations/mailchimp/" title="A ticketing software can do much more with Mailchimp integration for LiveAgent. Mailchimp integration allows you to manage contacts from your help desk." hreflang="en-US" onover-preload="1">Mailchimp</a></li> <li id="menu-item-164193" class="icon-header-menu icon-header-menu-pipedrive menu-item menu-item-type-custom menu-item-object-custom menu-item-164193"><a href="/integrations/pipedrive/" title="Discover how to enhance your sales process with the PipeDrive integration for LiveAgent. Effortlessly manage leads, track communications, and automate workflows to boost your sales team's performance. Seamlessly register and view deals within your LiveAgent dashboard and streamline your workflow with ease. Explore native and Zapier integration options to suit your needs and start optimizing your sales strategy today!" hreflang="en-US" onover-preload="1">Pipedrive</a></li> <li id="menu-item-164194" class="icon-header-menu icon-header-menu-slack menu-item menu-item-type-custom menu-item-object-custom menu-item-164194"><a href="/integrations/slack/" title="Integrate Slack with LiveAgent to enhance team collaboration and streamline customer service. Receive automatic notifications for ticket updates directly in Slack, ensuring you never miss an important message. Set up custom alerts and leverage seamless integration via native options or Zapier. Discover the power of combining Slack's real-time messaging with LiveAgent's customer support capabilities. Visit for a free trial and elevate your team's efficiency today!" hreflang="en-US" onover-preload="1">Slack</a></li> <li id="menu-item-164195" class="button-more-integrations menu-item menu-item-type-custom menu-item-object-custom menu-item-164195"><a href="/integrations/" title="Discover how LiveAgent's extensive integrations, plugins, and apps can enhance your help desk software and boost customer satisfaction. Explore popular integrations with VoIP partners like Hero, Orion, and Redspot, plus CRM, eCommerce, and more. Visit us to streamline your communication and elevate your business with easy integration guides." hreflang="en-US" onover-preload="1">More Integrations</a></li> </ul> </li> <li id="menu-item-933123" class="show-only-mobile icn-menu-checklists menu-item menu-item-type-custom menu-item-object-custom menu-item-933123"><svg class="icon icon-menu-checklists"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-checklists"></use></svg><a href="/integrations/" title="Discover how LiveAgent's extensive integrations, plugins, and apps can enhance your help desk software and boost customer satisfaction. Explore popular integrations with VoIP partners like Hero, Orion, and Redspot, plus CRM, eCommerce, and more. Visit us to streamline your communication and elevate your business with easy integration guides." hreflang="en-US" onover-preload="1">Integrations</a></li> </ul> </li> <li id="menu-item-164196" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164196"><a href="#" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US">Resources</a> <ul class="sub-menu"> <li id="menu-item-164197" class="label-learn menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164197"><a href="#" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US">Learn</a> <ul class="sub-menu"> <li id="menu-item-164198" class="icn-graduation menu-item menu-item-type-custom menu-item-object-custom menu-item-164198"><svg class="icon icon-graduation"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#graduation"></use></svg><a href="/academy/" title="Explore LiveAgent Academy, your ultimate resource for mastering customer service. Discover tips, motivational quotes, best practices, and essential skills to enhance customer experiences, loyalty, and satisfaction. Unlock your team's potential with expert insights today!" hreflang="en-US" onover-preload="1">Academy<div class="menu-item-description">Become a customer service expert</div></a></li> <li id="menu-item-164199" class="icn-menu-templates menu-item menu-item-type-custom menu-item-object-custom menu-item-164199"><svg class="icon icon-menu-templates"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-templates"></use></svg><a href="/templates/" title="Seeking professional email templates? Look no further. LiveAgent provides free email templates for marketing, sales, live chat, and help desk purposes." hreflang="en-US" onover-preload="1">Templates<div class="menu-item-description">Customizable templates for every occasion</div></a></li> <li id="menu-item-621841" class="icn-menu-checklists menu-item menu-item-type-custom menu-item-object-custom menu-item-621841"><svg class="icon icon-menu-checklists"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-checklists"></use></svg><a href="/checklists/" title="Explore LiveAgent's detailed checklists to streamline workflows and boost efficiency across call centers, customer service, HR, and marketing." hreflang="en-US" onover-preload="1">Checklists<div class="menu-item-description">How to handle your process</div></a></li> </ul> </li> <li id="menu-item-164201" class="label-sub label-learn menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164201"><a href="#" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US">sub</a> <ul class="sub-menu"> <li id="menu-item-164202" class="icn-pencil menu-item menu-item-type-custom menu-item-object-custom menu-item-164202"><svg class="icon icon-pencil"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#pencil"></use></svg><a href="/blog/" title="Learn with LiveAgent. We share articles about customer service, live chat software, call center setup, self-service support, and more!" hreflang="en-US" onover-preload="1">Blog<div class="menu-item-description">News about customer service & LiveAgent</div></a></li> <li id="menu-item-164203" class="icn-menu-glossary menu-item menu-item-type-custom menu-item-object-custom menu-item-164203"><svg class="icon icon-menu-glossary"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-glossary"></use></svg><a href="/customer-support-glossary/" title="Learn about customer service terminology and jargon inside the LiveAgent glossary and get better every single day." hreflang="en-US" onover-preload="1">Glossary<div class="menu-item-description">Learn customer service terminology</div></a></li> <li id="menu-item-164204" class="icn-menu-directory menu-item menu-item-type-custom menu-item-object-custom menu-item-164204"><svg class="icon icon-menu-directory"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-directory"></use></svg><a href="/directory/" title="Can't find the support contact information? Check out LiveAgent directories and get in touch with the support you're seeking." hreflang="en-US" onover-preload="1">Directory<div class="menu-item-description">Comprehensive help desk contact list</div></a></li> </ul> </li> <li id="menu-item-164206" class="label-sub label-learn menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164206"><a href="#" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US">sub</a> <ul class="sub-menu"> <li id="menu-item-164205" class="icn-menu-typing-test menu-item menu-item-type-custom menu-item-object-custom menu-item-164205"><svg class="icon icon-menu-typing-test"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-typing-test"></use></svg><a href="/typing-test/">Typing Test<div class="menu-item-description">Improve your typing speed</div></a></li> <li id="menu-item-764128" class="icn-menu-reviews menu-item menu-item-type-custom menu-item-object-custom menu-item-764128"><svg class="icon icon-menu-reviews"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-reviews"></use></svg><a href="/reviews/" title="Find the best software for customer service with comprehensive reviews and feature tests. LiveAgent offers a variety of communication channels for your business. Accept our cookies and schedule a demo to learn more." hreflang="en-US" onover-preload="1">Reviews<div class="menu-item-description">Take a look at software feature reviews</div></a></li> <li id="menu-item-164242" class="icn-menu-support-portal menu-item menu-item-type-custom menu-item-object-custom menu-item-164242"><svg class="icon icon-menu-support-portal"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#menu-support-portal"></use></svg><a target="_blank" rel="noopener" href="https://support.liveagent.com/" title="LiveAgent support portal" hreflang="en-US">Support Portal<div class="menu-item-description">How-to articles and guides</div></a></li> </ul> </li> <li id="menu-item-164207" class="label-company menu-item menu-item-type-custom menu-item-object-custom menu-item-has-children menu-item-164207"><a href="#" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US">Company</a> <ul class="sub-menu"> <li id="menu-item-164208" class="icn-heart menu-item menu-item-type-custom menu-item-object-custom menu-item-164208"><svg class="icon icon-heart"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#heart"></use></svg><a href="/about/about-liveagent/" title="Every successful company started somewhere. Check out our history and learn more about our company’s mission, vision, and values." hreflang="en-US" onover-preload="1">About Us<div class="menu-item-description">Discover the team behind the product</div></a></li> <li id="menu-item-164209" class="icn-trophy menu-item menu-item-type-custom menu-item-object-custom menu-item-164209"><svg class="icon icon-trophy"><use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#trophy"></use></svg><a href="/awards/" title="Discover LiveAgent's award-winning customer service software, recognized as a leader in knowledge management and live chat solutions for 2024. Join satisfied clients and enhance your support with our free trial or schedule a demo today!" hreflang="en-US" onover-preload="1">Awards<div class="menu-item-description">Our awards & accomplishments</div></a></li> </ul> </li> </ul> </li> <li id="menu-item-164243" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-164243"><a href="/features/" title="Are you looking for a feature-rich help desk solution? LiveAgent is a help desk software with more than 180 features available." hreflang="en-US" onover-preload="1">Features</a></li> <li id="menu-item-164244" class="menu-item menu-item-type-custom menu-item-object-custom menu-item-164244"><a href="/pricing/" title="LiveAgent plans start at $15/agent/mo and include email ticketing, live chat feature, knowledge base, and more. The full package is available at $69/agent/mo." hreflang="en-US" onover-preload="1">Pricing</a></li> </ul></div> <div class="Header__flags__mobile"> </div> <div class="Header__navigation__buttons__mobile"> <a href="/trial/" class="Button Button--full" title="Considering LiveAgent help desk software? Fill in your details and you can start your Free Trial, no strings attached, no credit card info needed." hreflang="en-US" onover-preload="1"> <span>Free Trial</span> </a> <a href="/login/" class="Button Button--login" title="Log in to your LiveAgent account to access top-notch customer service solutions, including help desk, live chat, and call center software. Don't have an account? Start your free trial today—no credit card required. Enhance your customer service skills with our extensive guides and tips at LiveAgent Academy." hreflang="en-US" onover-preload="1"> <span>Login</span> <span class="tooltip">Login</span> </a> </div> </div> <div class="Header__navigation__buttons"> <a href="/demo/" class="Button Button--outline" title="Schedule a personalized LiveAgent demo to discover how our help desk software can enhance your customer satisfaction and sales. Get a tour of our features, ask questions, and invite your team to join. No trial account needed to start!" hreflang="en-US" onover-preload="1"> <span>Demo</span> </a> <a href="/trial/" class="Button Button--full" title="Considering LiveAgent help desk software? Fill in your details and you can start your Free Trial, no strings attached, no credit card info needed." hreflang="en-US" onover-preload="1"> <span>Free Trial</span> </a> <a href="/login/" class="Button Button--login" title="Log in to your LiveAgent account to access top-notch customer service solutions, including help desk, live chat, and call center software. Don't have an account? Start your free trial today—no credit card required. Enhance your customer service skills with our extensive guides and tips at LiveAgent Academy." hreflang="en-US" onover-preload="1"> <span>Login</span> <span class="tooltip">Login</span> </a> </div>  <div class="Header__flags"> <div class="text-2 widget_text"><div class="Header__flags__title h4">Change language</div> <div class="textwidget"> <div class="Header__flags--main"> <ul> <li class="Header__flags--item Header__flags--item-active Header__flags--item-en" lang="en"><span id="languageSwitcher-toggle" class="Header__flags--item-toggle"><img decoding="async" class="Header__flags--item-flag" aria-label="en" alt="us" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/us.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="1"></span> <div class="Header__flags--mainmenu"> <input class="input--region hidden" name="regions" type="radio" id="europe"> <label class="Header__flags--region-switcher" for="europe">Europe</label> <input class="input--region hidden" name="regions" type="radio" id="asia"> <label class="Header__flags--region-switcher" for="asia">Asia</label> <input class="input--region hidden" name="regions" type="radio" id="mideast"> <label class="Header__flags--region-switcher" for="mideast">Middle East</label> <input class="input--region hidden" name="regions" type="radio" id="america"> <label class="Header__flags--region-switcher" for="america">America</label> <div class="Header__flags--regions"> <div class="Header__flags--region Header__flags--region-europe"> <div class="Header__flags--region-title h4">Europe</div> <ul> <li class="Header__flags--item Header__flags--item-bg" data-region="europe" lang="bg"> <a class="Header__flags--item-link" href="https://www.liveagent.bg/" title="Опростете клиентското обслужване с LiveAgent – вашият всичко-в-едно help desk софтуер. Без такси за включване, 24/7 поддръжка и без нужда от кредитна карта. Изпробвайте безплатен тестов период и свържете се с клиентите си във всички канали чрез над 130 функции и 200 интеграции. Повишете приходите си с лайв чат и подобрете клиентското обслужване с телефонна централа и система за запитвания. Започнете сега!" hreflang="bg-BG" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="bg" alt="bg" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/bg.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="2"> Български </a> </li> <li class="Header__flags--item Header__flags--item-cs" data-region="europe" lang="cs"> <a class="Header__flags--item-link" href="https://www.live-agent.cz/" title="Skvělé služby zákazníkům začínají lepším helpdesk softwarem. Seznamte se s výhodami LiveAgent a začněte s ním pracovat během 5 minut." hreflang="cs-CZ" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="cs" alt="cs" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/cz.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="3"> Čeština </a> </li> <li class="Header__flags--item Header__flags--item-da" data-region="europe" lang="da"> <a class="Header__flags--item-link" href="https://www.liveagent.dk/" title="LiveAgent tilbyder en alt-i-en helpdesk-løsning, der forenkler kundesupport med funktioner som livechat, callcenter og billetteringssystem. Start din gratis prøveperiode uden forpligtelser og oplev, hvordan du kan forbedre din kundeservice og øge indtægterne med vores nemt implementerbare software. Oplev hvorfor virksomheder som Forbes og Airbus vælger LiveAgent til deres supportbehov. Besøg os for at se, hvordan vores multi-kanal integrationer kan løfte din kundeservice til nye højder." hreflang="da-DK" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="da" alt="da" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/dk.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="4"> Dansk </a> </li> <li class="Header__flags--item Header__flags--item-de" data-region="europe" lang="de"> <a class="Header__flags--item-link" href="https://www.liveagent.de/" title="Hervorragender Kundenservice beginnt mit besserer Helpdesk-Software. Sehen Sie sich die Vorteile von LiveAgent an und beginnen Sie in 5 Minuten damit." hreflang="de-DE" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="de" alt="de" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/de.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="5"> Deutsch </a> </li> <li class="Header__flags--item Header__flags--item-et" data-region="europe" lang="et"> <a class="Header__flags--item-link" href="https://www.liveagent.ee/" title="Kogege LiveAgenti mitmekanalilist klienditoe tarkvara, mis pakub sujuvat piletisüsteemi, kiireimat reaalajas vestlust ja kõnekeskuse lahendusi. Alustage riskivaba 30-päevase tasuta prooviperioodiga, ilma krediitkaarti vajamata, ning parandage oma klienditeenindust ja suurendage tulusid. Liituge ettevõtetega nagu Forbes ja Airbus, kes usaldavad meie lahendusi." hreflang="et" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="et" alt="et" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/et.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="6"> Eesti </a> </li> <li class="Header__flags--item Header__flags--item-es" data-region="europe" lang="es"> <a class="Header__flags--item-link" href="https://www.liveagent.es/blog/guia-detallada-del-centro-de-llamadas/" title="Descubre los entresijos de los centros de llamadas, sus beneficios, desafíos comunes, mejores prácticas y tendencias futuras que pueden moldear la industria." hreflang="es-ES" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="es" alt="es" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/es.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="7"> Español </a> </li> <li class="Header__flags--item Header__flags--item-fr" data-region="europe" lang="fr"> <a class="Header__flags--item-link" href="https://www.liveagent.fr/" title="Un bon service client passe d'abord par un meilleur logiciel de service d'assistance. Découvrez les avantages de LiveAgent et commencez à l'utiliser en 5 minutes." hreflang="fr-FR" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="fr" alt="fr" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/fr.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="8"> Français </a> </li> <li class="Header__flags--item Header__flags--item-el" data-region="europe" lang="el"> <a class="Header__flags--item-link" href="https://www.liveagent.gr/" title="Η εξαιρετική εξυπηρέτηση πελατών ξεκινά με καλύτερο λογισμικό Κέντρου Εξυπηρέτησης. Δείτε τα οφέλη του LiveAgent και ξεκινήστε με αυτό σε 5 λεπτά." hreflang="el" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="el" alt="el" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/el.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="9"> Ελληνικα </a> </li> <li class="Header__flags--item Header__flags--item-hr" data-region="europe" lang="hr"> <a class="Header__flags--item-link" href="https://www.liveagent.hr/" title="Odlična korisnička usluga počinje s boljim help desk softverom. Pogledajte prednosti LiveAgent-a i započnite s upotrebom za 5 minuta." hreflang="hr" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="hr" alt="hr" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/hr.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="10"> Hrvatski </a> </li> <li class="Header__flags--item Header__flags--item-it" data-region="europe" lang="it"> <a class="Header__flags--item-link" href="https://www.live-agent.it/" title="Un ottimo servizio clienti parte da un ottimo software di Help Desk. Scopri i vantaggi di LiveAgent e inizia a usarlo in 5 minuti." hreflang="it-IT" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="it" alt="it" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/it.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="11"> Italiano </a> </li> <li class="Header__flags--item Header__flags--item-lv" data-region="europe" lang="lv"> <a class="Header__flags--item-link" href="https://www.liveagent.lv/" title="Lieliska klientu apkalpošana sākas ar labāku Palīdzības Dienesta Programmatūru. Apskatiet LiveAgent priekšrocības un sāciet darbu ar to 5 minūšu laikā." hreflang="lv-LV" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="lv" alt="lv" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/lv.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="12"> Latviešu </a> </li> <li class="Header__flags--item Header__flags--item-lt" data-region="europe" lang="lt"> <a class="Header__flags--item-link" href="https://www.liveagent.lt/" title="Puikus klientų aptarnavimas prasideda nuo pažangesnės aptarnavimo komandos programinės įrangos. Susipažinkite su LiveAgent privalumais ir pradėkite ja naudotis vos po keleto minučių." hreflang="lt-LT" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="lt" alt="lt" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/lt.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="13"> Lietuviškai </a> </li> <li class="Header__flags--item Header__flags--item-hu" data-region="europe" lang="hu"> <a class="Header__flags--item-link" href="https://www.liveagent.hu/" title="Fedezze fel a LiveAgent egyszerű ügyfélszolgálati szoftvert, amely 24/7 támogatást nyújt, integrálja a kedvenc eszközeit, és élő csevegéssel akár 48%-kal növeli a bevételt. Kezdje ingyen, kötelezettségek nélkül, és emelje új szintre az ügyfélszolgálatát!" hreflang="hu-HU" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="hu" alt="hu" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/hu.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="14"> Magyar </a> </li> <li class="Header__flags--item Header__flags--item-nl" data-region="europe" lang="nl"> <a class="Header__flags--item-link" href="https://www.live-agent.nl/" title="Geweldige klantenservice begint met betere helpdesksoftware. Bekijk de voordelen van LiveAgent en ga er binnen 5 minuten mee aan de slag." hreflang="nl-NL" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="nl" alt="nl" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/nl.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="15"> Nederlands </a> </li> <li class="Header__flags--item Header__flags--item-no" data-region="europe" lang="no"> <a class="Header__flags--item-link" href="https://www.liveagent.no/" title="God kundeservice starter med bedre Help Desk-programvare. Se fordelene med LiveAgent og kom i gang med det på 5 minutter." hreflang="no" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="no" alt="no" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/no.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="16"> Norsk bokmål </a> </li> <li class="Header__flags--item Header__flags--item-pl" data-region="europe" lang="pl"> <a class="Header__flags--item-link" href="https://www.live-agent.pl/" title="Świetna obsługa klienta zaczyna się od lepszego oprogramowania wsparcia klienta. Poznaj korzyści płynące z korzystania z LiveAgent i zacznij używać go w 5 minut." hreflang="pl-PL" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="pl" alt="pl" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/pl.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="17"> Polski </a> </li> <li class="Header__flags--item Header__flags--item-ro" data-region="europe" lang="ro"> <a class="Header__flags--item-link" href="https://www.liveagent.ro/" title="Un serviciu clienți excelent începe cu un software de asistență mai bun. Vedeți beneficiile LiveAgent și începeți să îl utilizați în 5 minute." hreflang="ro-RO" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="ro" alt="ro" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/ro.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="18"> Română </a> </li> <li class="Header__flags--item Header__flags--item-ru" data-region="europe" lang="ru"> <a class="Header__flags--item-link" href="https://ru.liveagent.com/" title="Отличное обслуживание клиентов начинается с лучшего программного обеспечения для службы поддержки. Узнайте преимущества LiveAgent и начните использовать его всего за 5 минут." hreflang="ru-RU" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="ru" alt="ru" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/ru.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="19"> Русский </a> </li> <li class="Header__flags--item Header__flags--item-sk" data-region="europe" lang="sk"> <a class="Header__flags--item-link" href="https://www.liveagent.sk/" title="Skvelý zákaznícky servis začína lepším help desk softvérom. Pozrite si výhody LiveAgenta a začnite s ním za 5 minút." hreflang="sk-SK" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="sk" alt="sk" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/sk.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="20"> Slovenčina </a> </li> <li class="Header__flags--item Header__flags--item-sl" data-region="europe" lang="sl"> <a class="Header__flags--item-link" href="https://www.liveagent.si/" title="Odlična storitev za stranke se začne z boljšo programsko opremo službe za pomoč uporabnikom. Oglejte si prednosti LiveAgent in začnite v 5 minutah." hreflang="sl-SI" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="sl" alt="sl" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/si.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="21"> Slovenščina </a> </li> </ul> </div> <div class="Header__flags--region Header__flags--region-asia"> <div class="Header__flags--region-title h4">Asia</div> <ul> <li class="Header__flags--item Header__flags--item-zh-hans" data-region="asia" lang="zh-hans"> <a class="Header__flags--item-link" href="https://www.live-agent.cn/" title="出色的客户服务始于更好的帮助台软件。了解LiveAgent的好处，并在5分钟内开始使用它。" hreflang="zh-hans" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="zh-hans" alt="zh-hans" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/cn.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="22"> 简体中文 </a> </li> <li class="Header__flags--item Header__flags--item-tl" data-region="asia" lang="tl"> <a class="Header__flags--item-link" href="https://www.liveagent.ph/" title="Discover LiveAgent, the all-in-one help desk software that enhances customer service with 24/7 support and no setup fees. Easily manage tickets across multiple channels, boost revenue with fast live chat, and improve issue resolution through advanced call center features. Start a free trial without the need for a credit card and experience seamless customer communication today!" hreflang="tl" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="tl" alt="tl" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/tl.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="23"> Tagalog </a> </li> <li class="Header__flags--item Header__flags--item-vi" data-region="asia" lang="vi"> <a class="Header__flags--item-link" href="https://www.liveagent.vn/" title="Dịch vụ khách hàng tuyệt vời nhờ có Phần mềm Help Desk hiệu quả hơn. Mời bạn xem qua các lợi ích của LiveAgent và làm quen sử dụng chỉ trong 5 phút." hreflang="vi-VN" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="vi" alt="vi" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/vn.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="24"> Tiếng Việt </a> </li> </ul> </div> <div class="Header__flags--region Header__flags--region-mideast"> <div class="Header__flags--region-title h4">Middle East</div> <ul> <li class="Header__flags--item Header__flags--item-ar" data-region="mideast" lang="ar"> <a class="Header__flags--item-link" href="https://www.liveagent.ae/" title="خدمة العملاء الرائعة تبدأ بتطبيق مكتب مساعدة أفضل. شاهد فوائد LiveAgent وابدأ في خلال 5 دقائق." hreflang="ar" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="ar" alt="ar" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/ar.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="25"> العربية </a> </li> </ul> </div> <div class="Header__flags--region Header__flags--region-america"> <div class="Header__flags--region-title h4">America</div> <ul> <li class="Header__flags--item Header__flags--item-en" data-region="america" lang="en"> <span class="Header__flags--item-link active"> <img decoding="async" class="Header__flags--item-flag" aria-label="en" alt="en" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/us.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="26"> English </span> </li> <li class="Header__flags--item Header__flags--item-pt-br" data-region="america" lang="pt-br"> <a class="Header__flags--item-link" href="https://www.liveagent.com.br/" title="Um ótimo atendimento ao cliente começa com um melhor software de help desk. Veja os benefícios do LiveAgent e comece a usá-lo em 5 minutos." hreflang="pt-br" onover-preload="1"> <img decoding="async" class="Header__flags--item-flag" aria-label="pt-br" alt="pt-br" data-src="https://www.liveagent.com/app/themes/liveagent/assets/images/flags/br.svg?ver=1.25.54" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="27"> Português </a> </li> </ul> </div> </div> </div> </li> </ul> </div> </div> </div> </div>  </div> </div> </header> <div class="AppContainer" data-copied="Copied!"> <div class="Post Post--sidebar-right" itemscope itemtype="http://schema.org/BlogPosting"> <meta itemprop="url" content="https://www.liveagent.com/blog/call-center-detailed-guide/"> <span itemprop="publisher" itemscope itemtype="http://schema.org/Organization"><meta itemprop="name" content="LiveAgent"></span> <style id="compactheader-css" type="text/css">.compact-header{padding-top:2em;padding-bottom:2em;background-color:#f9f9fa}.compact-header ~ 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#fa9531}.SortingMenu__desc{display:-webkit-box;display:-ms-flexbox;display:flex;-webkit-box-align:center;-ms-flex-align:center;align-items:center}.SortingMenu__desc::before{width:1em;height:1em;content:"";display:block;margin-right:.5em;background:url(/app/themes/liveagent/assets/images/icon-sorting.svg) center center no-repeat;background-size:contain;-webkit-filter:grayscale(100%) brightness(0);filter:grayscale(100%) brightness(0)}}@media(hover:hover){.SortingMenu__title.active:hover::before{-webkit-filter:grayscale(100%) brightness(0);filter:grayscale(100%) brightness(0)}}</style> <div class="compact-header__placeholder"> <div class="compact-header compact-header--lvl-2 urlslab-skip-lazy"> <div class="compact-header__wrapper wrapper"> <div class="compact-header__left">  <div class="breadcrumbs"><div class="breadcrumbs-inner"><ol itemscope itemtype="https://schema.org/BreadcrumbList"><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><a itemscope itemtype="https://schema.org/WebPage" itemprop="item" itemid="https://www.liveagent.com/blog/" href="https://www.liveagent.com/blog/" title="Learn with LiveAgent. We share articles about customer service, live chat software, call center setup, self-service support, and more!" hreflang="en-US" onover-preload="1"><span itemprop="name">Blog</span></a><meta itemprop="position" content="1"></li><li itemprop="itemListElement" itemscope itemtype="https://schema.org/ListItem"><span itemprop="name">Understand call centers: function, benefits, and ROI impact</span><meta itemprop="position" content="2"></li></ol></div></div>   <h1 itemprop="headline" class="compact-header__title" id="h-understand-call-centers-function-benefits-and-roi-impact">Understand call centers: function, benefits, and ROI impact</h1>   <div class="compact-header__text"><p class="flowhunt-skip"></p><p>LiveAgent offers a comprehensive call center solution with features like automatic call distribution, call recording, and VoIP integration. Easily set up and manage inbound/outbound calls to enhance customer support. Try LiveAgent's free trial for streamlined operations.</p></div>   <div class="compact-header__date"> <span itemprop="datePublished" content="2024-08-14 6:21 pm +02:00"> Published on August 14, 2024 </span> by <a href="https://www.liveagent.com/author/patricia-krajcovicova/" title="Explore Patricia Krajcovicova's insightful articles at LiveAgent, where she blends marketing expertise with practical tips on customer service, help desk software, and communication strategies. Dive into her engaging content to enhance your customer support skills and stay ahead in the industry." hreflang="en-US" onover-preload="1">Patricia Krajcovicova</a>. <span itemprop="dateModified" content="November 5, 2024 6:21 pm +02:00"> Last modified on November 5, 2024 at 6:21 pm. </span> </div>   <div class="compact-header__tags"> <div class="compact-header__tags-item"> <ul class="compact-header__tags-list"> <li> <a href="https://www.liveagent.com/blog/" title="Blog" hreflang="en-US" onover-preload="1"> <svg class="icon-tag-solid"> <use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#tag-solid"></use> </svg> Blog </a> </li> <li> <a href="https://www.liveagent.com/blog/growth/" title="Growth" hreflang="en-US" onover-preload="1"> <svg class="icon-tag-solid"> <use xlink:href="https://www.liveagent.com/app/themes/liveagent/assets/images/icons.svg?ver=1.25.54#tag-solid"></use> </svg> Growth </a> </li> </ul> </div> </div>  </div> <div class="compact-header__right">  <link rel="stylesheet" id="components/Table" type="text/css" media="all" href="https://www.liveagent.com/app/themes/liveagent/assets/dist/components/Table.min.css?ver=1.25.54"> <div class="compact-header__toc js-toc"><div class="FilterMenu"><div class="FilterMenu__title js-toc__title"></div><div class="FilterMenu__items js-toc__items"><div class="FilterMenu__items--inn"><a href="#h-key-takeaways" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Key takeaways</span></a><a href="#h-what-is-a-call-center" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">What is a call center?</span></a><a href="#h-is-the-call-center-the-same-as-the-contact-center" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Is the call center the same as the contact center?</span></a><a href="#h-how-call-center-works-and-its-real-business-benefits-roi" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">How call center works and its real business benefits + ROI</span></a><a href="#h-types-of-call-centers" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Types of call centers</span></a><a href="#h-necessary-roles-in-every-good-call-center-can-you-afford-them" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Necessary roles in every good call center (Can you afford them?)</span></a><a href="#h-what-features-are-crucial-for-any-modern-call-center" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">What features are crucial for any modern call center?</span></a><a href="#h-how-to-create-and-run-a-successful-and-modern-call-center-6-easy-steps" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">How to create and run a successful and modern call center (6 easy steps)</span></a><a href="#h-1-choose-the-call-center-software-or-combined-solution" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">1. Choose the call center software or combined solution</span></a><a href="#h-2-set-your-goals-and-determine-important-metrics" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">2. Set your goals and determine important metrics</span></a><a href="#h-3-identify-the-type-of-your-call-center" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">3. Identify the type of your call center</span></a><a href="#h-4-hire-and-train-your-team" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">4. Hire and train your team</span></a><a href="#h-5-set-up-ivr-and-call-routing" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">5. Set up IVR and call routing</span></a><a href="#h-6-focus-on-quality-assurance-and-improvement" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">6. Focus on quality assurance and improvement</span></a><a href="#h-cost-of-running-a-call-center" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Cost of running a call center</span></a><a href="#h-call-center-best-practices-dont-let-the-chaos-enter-your-business" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Call center best practices: Don’t let the chaos enter your business</span></a><a href="#h-5-main-call-center-challenges-and-problems" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">5 Main call center challenges and problems</span></a><a href="#h-agent-burnout-and-attrition" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Agent burnout and attrition</span></a><a href="#h-high-call-volumes-and-long-wait-times" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">High call volumes and long wait times</span></a><a href="#h-evolving-customer-expectations" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Evolving customer expectations</span></a><a href="#h-high-call-abandonment-rate" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">High call abandonment rate</span></a><a href="#h-low-first-call-resolution-rates" class="FilterMenu__item js-toc__item FilterMenu__item--h3" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Low first-call resolution rates</span></a><a href="#h-what-call-center-metrics-are-crucial-to-track" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">What call center metrics are crucial to track?</span></a><a href="#h-future-trends-in-call-center-operations" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Future trends in call center operations</span></a><a href="#h-conclusion" class="FilterMenu__item js-toc__item FilterMenu__item--h2" title="Discover the ins and outs of call centers, their benefits, common challenges, best practices, and future trends that can shape the industry." hreflang="en-US"><span class="FilterMenu__item-title js-toc__item-title">Conclusion</span></a></div></div></div></div>   <div class="compact-header__image"> <meta itemprop="image" content="https://www.liveagent.com/app/uploads/2024/08/Understand-call-centers-function-benefit-and-ROI-impact-featured-image-374x335.png"> <picture><source srcset="https://www.liveagent.com/wp/urlslab-download/b359a34e33d9898e12c9590e0bf8d902/Understand-call-centers-function-benefit-and-ROI-impact-featured-image-374x335.png.webp" type="image/webp"></source><img fetchpriority="high" src="https://www.liveagent.com/wp/urlslab-download/c90a12faa2cb6ee58f33f274db235a17/Understand-call-centers-function-benefit-and-ROI-impact-featured-image-374x335.png" alt="Understand call centers: function, benefits, and ROI impact" class="compact-header__img" urlslab-id="28"></picture> </div>  </div>   </div> </div> </div> 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9.26828V8.00935Z" fill="#050505"></path> </g> <defs> <clippath id="clip0_2264_6990"> <rect width="60" height="12.8571" fill="white"></rect> </clippath> </defs> </svg> <span>5/5</span> </a> <div class="Signup__sidebar__reviews--rating stars"> <span class="Signup__sidebar__reviews--rating stars__item"></span> <span class="Signup__sidebar__reviews--rating stars__item"></span> <span class="Signup__sidebar__reviews--rating stars__item"></span> <span class="Signup__sidebar__reviews--rating stars__item"></span> <span class="Signup__sidebar__reviews--rating stars__item"></span> </div> </div> </div> </div> </form> </div> </div> </div> <div class="BlogPost__content Post__content"> <div class="Content" itemprop="articleBody"> <link rel="stylesheet" id="components/Table" type="text/css" media="all" href="https://www.liveagent.com/app/themes/liveagent/assets/dist/components/Table.min.css?ver=1.25.54"> <p>What do you imagine a call center looks like? Do you see a space with a lot of desks and people speaking over each other? Maybe you wouldn’t be so wrong back in the day, but today, call centers have come a long way. So, what goes behind the scenes?</p> <p>We will uncover everything you need to know. We’ll explain what a call center is, the difference between a call center and a contact center, as well as different types of call centers. Plus, we’ll share tips on running a successful call center with best practices.</p> <p>At LiveAgent, we have plenty of experience with a call center as we offer our customers call center customer support, and we want to share our expertise with you.</p> <h2 id="h-key-takeaways">Key takeaways</h2> <ul class="wp-block-list"> <li>A call center handles inbound and outbound calls with customers. It differs from a <a href="https://www.liveagent.com/customer-support-glossary/contact-center/" title="Explore the comprehensive guide on contact centers in 2024, detailing their definition, types, trends, and benefits. Discover the key differences between contact centers and call centers, and learn how they revolutionize customer service with advanced technology and multichannel communications. Dive into future innovations and metrics to measure success, and see why understanding contact centers is essential for business success. Start your journey to improved customer interaction today!" hreflang="en-US" onover-preload="1">contact center</a> – <a href="https://www.liveagent.com/inbound-call-center-software/" title="Discover the best inbound call center software solutions tested by experts. Compare features, pricing, reviews, and tips to find your perfect fit!" hreflang="en-US" onover-preload="1">call centers</a> handle calls, whereas contact centers communicate with customers through various channels like live chat, email, social media, etc.</li> <li>There are several types of call centers: inbound call centers handle incoming calls, outbound call centers proactively reach out to customers, and virtual, blended, and omnichannel centers use multiple communication channels.</li> <li>To run a successful call center, choose the right software and hire a skilled team, including agents and managers. Define your goals and call center type, set up an IVR system for efficient call routing, and focus on quality assurance and continuous improvement.</li> <li>There are common challenges that every call center runs into. Being prepared will help you come up with effective solutions. By following best practices, you can also boost the efficiency and performance.</li> </ul> <h2 id="h-what-is-a-call-center">What is a call center?</h2> <p>A call center is a team of <a href="https://www.liveagent.com/customer-service-software/" title="Acquiring customer service software is a significant investment, so we’ve created a list of the top 10 solutions you should consider." hreflang="en-US" onover-preload="1">customer service</a> specialists who handle inbound and outbound phone calls with customers or potential customers. These calls can be inquiries about a company’s services or products. Call center goals can vary. Some companies aim to boost sales, others strive to offer excellent service, and some aim to acquire new customers.</p> <p>Call centers form an integral part of the customer experience. Providing high-quality service is crucial for achieving customer satisfaction and building <a href="https://www.liveagent.com/blog/customer-loyalty/" title="Learn why customer loyalty matters, explore effective strategies, key metrics, current trends, and more. Build a loyal customer base and boost your growth." hreflang="en-US" onover-preload="1">customer loyalty</a>. To achieve that, call center agents need to be knowledgeable, have great communication skills, be patient, and be willing to go above and beyond during interactions with clients.</p> <h2 id="h-is-the-call-center-the-same-as-the-contact-center">Is the call center the same as the contact center?</h2> <p>Call centers and <a href="https://www.liveagent.com/customer-support-glossary/contact-center/" title="Explore the comprehensive guide on contact centers in 2024, detailing their definition, types, trends, and benefits. Discover the key differences between contact centers and call centers, and learn how they revolutionize customer service with advanced technology and multichannel communications. Dive into future innovations and metrics to measure success, and see why understanding contact centers is essential for business success. Start your journey to improved customer interaction today!" hreflang="en-US" onover-preload="1">contact centers</a> differ mainly in the communication channels they use. A call center focuses on handling phone calls. This includes inbound calls from customers seeking help or <a href="https://www.liveagent.com/outbound-call-center-software/" title="Outbound call center software by LiveAgent allows you to make outgoing calls to sales prospects, leads, or current customers. Try 30 days free trial and push your business to new levels." hreflang="en-US" onover-preload="1">outbound calls</a> aimed at customer outreach or sales.</p> <p>On the other hand, contact centers offer multi-channel support. In addition to phone calls, they manage communication through emails, live chats, social media, and other platforms. This approach aims to accommodate various customer preferences for communication.</p> <p>There are technologies that can help manage all your interactions. LiveAgent offers comprehensive software for both call centers and contact centers. It provides multi-channel support, allowing you to handle customer interactions from various communication platforms in one place. LiveAgent also offers call center features like inbound and outbound calls, automatic <a href="https://www.liveagent.com/features/call-routing/" title="Try a more personal way of communicating with your customers through LiveAgent's call routing feature. Learn about the benefits and try it out for free." hreflang="en-US" onover-preload="1">call routing</a>, and much more, making it the perfect tool for boosting customer service efficiency.</p> <figure class="wp-block-video"><video autoplay loop muted data-urlslabstyle="" style="opacity: 0;" data-src="https://www.liveagent.com/wp/urlslab-download/ded6ea1ceea998bf66acbb59050485a7/Everything-under-one-roof.mp4" urlslab-lazy="yes" urlslab-id="48"></video></figure> <h2 id="h-how-call-center-works-and-its-real-business-benefits-roi">How call center works and its real business benefits + ROI</h2> <p>If you are curious about how call centers work, here’s a general step-by-step overview:</p> <ol class="wp-block-list"> <li><strong>Customer makes a call:</strong> Customers can contact call centers for various reasons, such as product inquiries, technical support, billing questions, or returns.</li> <li><strong>Customer interacts with an IVR system:</strong> This system allows customers to select from a menu of options using their voice or touchpad. It helps route the call to the most suitable <a href="https://www.liveagent.com/features/agents/" title="In LiveAgent agents and customer representatives with the admin role can also supervise and configure the system. Read about user types and more." hreflang="en-US" onover-preload="1">agent</a> or department. The IVR system typically informs the customer that their call is being recorded or gives them the option to choose whether they want the call to be recorded.</li> <li><strong>Automatic call routing:</strong> The system routes the call automatically to the relevant department or agent. The software provides the agent with customer information gathered through the IVR.</li> <li><strong>Communication between caller and agent:</strong> After the call is routed, the agent interacts with the client to come up with the best solution. They may ask additional questions and use their communication skills and call center guidelines to make the customer feel valued. This interaction is typically recorded.</li> <li><strong>Issue resolution and follow-up:</strong> If the problem can’t be resolved during one call, the agent must follow up later with more information and updates. If the issue is resolved, the agent should follow up with a customer survey and document the call information for future reference.</li> </ol> <p><strong>Benefits of call centers:</strong></p> <figure class="wp-block-table"><table class="has-fixed-layout"><tbody><tr><td><strong>Improved customer satisfaction</strong></td><td>Quick and effective problem resolution helps boost customer satisfaction.</td></tr><tr><td><strong>Increased sales</strong></td><td>Handling customer inquiries and identifying upselling opportunities can lead to increased sales.</td></tr><tr><td><strong>Enhanced customer loyalty</strong></td><td>High-quality customer service helps build trust and long-lasting relationships with your customers.</td></tr><tr><td><strong>Operational efficiency</strong></td><td>Streamlining processes and effective call handling can reduce operational costs.</td></tr></tbody></table></figure> <p>The <a href="https://www.researchandmarkets.com/reports/338444/call_centers_global_strategic_business_report" title="This report features 20 companies, including BT Communications (Ireland) Limited, Entel Call Center, Tata Consultancy Services Limited, Genpact Limited, IBEX Global" hreflang="en">global call center market</a> was estimated to be worth $404.3 billion in 2020 and is expected to grow to $607.6 billion by 2027. This impressive growth underscores the value and importance of call centers. Analyzing the return on investment (ROI) helps businesses evaluate the financial performance and effectiveness of their <a href="https://www.liveagent.com/academy/call-center-management/" title="Learn all about call center management: definition, effective strategies, best practices, common challenges, and more to boost efficiency and satisfaction." hreflang="en-US" onover-preload="1">call center operations</a>. By measuring key performance indicators (KPIs), companies can gain insights into the profitability and efficiency of their call centers.</p> <p>To calculate ROI, you can use the formula:</p> <blockquote style="border-left: 5px solid #FA9531; padding: 15px; margin: 20px 0; background-color: #FEEFE0; border-radius: 8px;"> <p style="margin: 0; font-size: 16px; font-weight: bold; text-align: center; color: #050505;"> ROI = (Total Revenue – Total Expenses) / Total Investments in Call Center x 100</p> </blockquote> <p>A higher ROI demonstrates that the investment in the call center is paying off, contributing not only to increased profitability but also to enhanced customer loyalty and service quality.</p> <p>There are multiple types of call centers, each designed to meet specific business needs, which we will discuss next.</p> <h3 id="h-types-of-call-centers">Types of call centers</h3> <p>Understanding the different types of call centers can help you choose the right one for your business needs. Here are the main types:</p> <p><strong>Inbound call centers</strong></p> <p><a href="https://www.liveagent.com/inbound-call-center-software/" title="Discover the best inbound call center software solutions tested by experts. Compare features, pricing, reviews, and tips to find your perfect fit!" hreflang="en-US" onover-preload="1">Inbound call</a> centers handle incoming calls. These calls are typically from existing customers who have questions or issues with a product or service or potential customers looking for more information about a company’s offerings. The goal is to provide <a href="https://www.liveagent.com/customer-support-glossary/customer-support/" title="Learn what customer support is and why it matters. Come and explore best practices and innovative strategies to elevate your support game." hreflang="en-US" onover-preload="1">customer support</a> and resolve issues efficiently.</p> <p><strong>Outbound call centers</strong></p> <p>These call centers focus on agents reaching out to prospective and existing customers. Outbound calls are usually made for purposes like sales, marketing, or conducting surveys. The primary goal is to generate leads, close sales, or gather customer feedback.</p> <p><strong>Virtual call centers</strong></p> <p>This setup offers the flexibility to work from anywhere. Instead of traditional landlines, these centers typically use call center software like LiveAgent to manage communications.</p> <p><strong>Blended call centers</strong></p> <p>This means that the call center combines both inbound and outbound calls. Agents can switch between handling customer inquiries and making outbound calls, depending on the current needs.</p> <p><strong>Omnichannel call centers</strong></p> <p>Omnichannel call centers connect interactions across multiple channels like email, social media, live chat, and more. Agents can easily access relevant information from all channels, personalizing their interactions. This ensures that customers don’t have to repeat themselves, improving the overall customer experience.</p> <h3 id="h-necessary-roles-in-every-good-call-center-can-you-afford-them">Necessary roles in every good call center (Can you afford them?)</h3> <p>Having the right team is crucial for running a successful call center. Here are the key roles and their responsibilities, as well as the average income for each position:</p> <figure class="wp-block-table"><table class="has-fixed-layout"><thead><tr><th>Role</th><th>Responsibilities</th><th>Average income</th></tr></thead><tbody><tr><td>Call center agent</td><td>– Handling inbound/outbound calls<br>– Providing customer support, resolving issues<br>– Documenting interactions</td><td><a href="https://www.indeed.com/career/call-center-representative/salaries" title="Career - Call Center Representative - Salaries">$25,000 – $35,000</a> annually</td></tr><tr><td>Call center manager</td><td>– Managing daily operations<br>– Ensuring service quality<br>– Managing budgets<br>– Implementing strategies to improve performance</td><td><a href="https://www.payscale.com/research/US/Job=Call_Center_Manager/Salary" title="The average salary for a Call Center Manager is $65,783 in 2024. Visit PayScale to research call center manager salaries by city, experience, skill, employer and more.">$45,000 – $65,000</a> annually</td></tr><tr><td>Supervisor/team leader</td><td>– Supervising a team of agents<br>– Providing training and support to agents<br>– Handling escalations<br>– Monitoring team performance</td><td>$35,000 – $50,000 annually</td></tr><tr><td>Technical support specialist</td><td>– Handling technical issues<br>– Providing specialized support<br>– Assisting in troubleshooting<br>– Maintaining technical infrastructure</td><td>$40,000 – $55,000 annually</td></tr><tr><td>Quality assurance analyst</td><td>– Monitoring and evaluating agent performance<br>– Ensuring compliance with standards<br>– Providing feedback and recommending improvements</td><td>$30,000 – $45,000 annually</td></tr></tbody></table></figure> <h3 id="h-what-features-are-crucial-for-any-modern-call-center">What features are crucial for any modern call center?</h3> <p>To ensure a smooth and efficient operation, modern call centers need several key features. These features not only improve efficiency but also enhance the customer experience. Here are some essential features to consider:</p> <ol class="wp-block-list"> <li><strong>Automatic Call Routing</strong>, also known as Automated Call Distribution (ACD), is a feature that automatically distributes incoming calls to a specific agent or department based on your pre-set criteria.</li> </ol> <p><strong>Benefits:</strong></p> <ul class="wp-block-list"> <li>Improve efficiency by directing calls to the most appropriate person</li> <li>Reduce wait times</li> <li>Ensure faster issue resolution.</li> </ul> <figure class="wp-block-image aligncenter size-full no-borders"><a href="https://www.liveagent.com/app/uploads/2019/10/Mockup-Call-routing.png" data-lightbox="gallery" title="App - Uploads - 2019 - 10 - Mockup Call Routing.png" onover-preload="1"><picture><source data-srcset="https://www.liveagent.com/wp/urlslab-download/0c30028fe9cabf62a8b102068d97701c/Mockup-Call-routing.png.webp 960w, https://www.liveagent.com/wp/urlslab-download/18eb49bbf5a578fb2657d26a5ddd0072/Mockup-Call-routing-300x195.png.webp 300w, https://www.liveagent.com/wp/urlslab-download/bd1e73a490b1ff28bc709a6e9f5ff005/Mockup-Call-routing-768x500.png.webp 768w, https://www.liveagent.com/wp/urlslab-download/0aeee3db1ca198ce2a990649a43db436/Mockup-Call-routing-77x50.png.webp 77w, https://www.liveagent.com/wp/urlslab-download/f9296eb38dce8d9ca394a43cd84b1551/Mockup-Call-routing-38x25.png.webp 38w, https://www.liveagent.com/wp/urlslab-download/68a90d8ea3d82568a19ef9e38c0d22c0/Mockup-Call-routing-515x335.png.webp 515w, https://www.liveagent.com/wp/urlslab-download/a15a2626e91ac5b70274a380e35bbda5/Mockup-Call-routing-614x400.png.webp 614w, https://www.liveagent.com/wp/urlslab-download/2d16a5a71b6bfd996bedcacb03a60a3d/Mockup-Call-routing-185x120.png.webp 185w, https://www.liveagent.com/wp/urlslab-download/7b72a7e6c68a9d771014ff755cde5f47/Mockup-Call-routing-110x72.png.webp 110w, https://www.liveagent.com/wp/urlslab-download/983c8b6d3b87a768c6c04f977a3053a7/Mockup-Call-routing-485x316.png.webp 485w, https://www.liveagent.com/wp/urlslab-download/f3165bb38db0ae44cc0a18fdadf1d27b/Mockup-Call-routing-34x22.png.webp 34w, https://www.liveagent.com/wp/urlslab-download/2dd018f6af75741e08102a4960d2aff6/Mockup-Call-routing-250x163.png.webp 250w" urlslab-lazy="yes" sizes="(max-width: 960px) 100vw, 960px" type="image/webp"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/8d6c00c6c11179ae419dcc66f87f83f3/Mockup-Call-routing.png 960w, https://www.liveagent.com/wp/urlslab-download/cc74b8cc3ef39970db209724bc12689f/Mockup-Call-routing-300x195.png 300w, https://www.liveagent.com/wp/urlslab-download/1b4d8f97d48444798d9f166845055c0a/Mockup-Call-routing-768x500.png 768w, https://www.liveagent.com/wp/urlslab-download/81527e7606ac21912e1b7c2d474d6a79/Mockup-Call-routing-77x50.png 77w, https://www.liveagent.com/wp/urlslab-download/7657776815b2fc42ed1ebe7c3139217d/Mockup-Call-routing-38x25.png 38w, https://www.liveagent.com/wp/urlslab-download/7a09809f03bfe7df3204c411e6a0e502/Mockup-Call-routing-515x335.png 515w, https://www.liveagent.com/wp/urlslab-download/e8f26546f9393c7d6991ae9613fec719/Mockup-Call-routing-614x400.png 614w, https://www.liveagent.com/wp/urlslab-download/792f4d244ca567a40780227e10e894a1/Mockup-Call-routing-185x120.png 185w, https://www.liveagent.com/wp/urlslab-download/7c8253548a2481b45e47514f63ae2403/Mockup-Call-routing-110x72.png 110w, https://www.liveagent.com/wp/urlslab-download/a252d153b76234469206b871069f2818/Mockup-Call-routing-485x316.png 485w, https://www.liveagent.com/wp/urlslab-download/8aa902027a09ad2bcb979685750e419a/Mockup-Call-routing-34x22.png 34w, https://www.liveagent.com/wp/urlslab-download/d69dc2d7fd8c565f7ac0c985b2b2d867/Mockup-Call-routing-250x163.png 250w" urlslab-lazy="yes" sizes="(max-width: 960px) 100vw, 960px"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/0c30028fe9cabf62a8b102068d97701c/Mockup-Call-routing.png.webp" urlslab-lazy="yes" type="image/webp"></source><img fetchpriority="high" decoding="async" width="960" height="625" alt="Automatic call routing settings in LiveAgent that allow you to route calls based on priority or random assignment" class="wp-image-201180" data-src="https://www.liveagent.com/wp/urlslab-download/8d6c00c6c11179ae419dcc66f87f83f3/Mockup-Call-routing.png" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="30"></picture></a></figure> <ol start="2" class="wp-block-list"> <li><strong>Call transfers</strong> allow one agent to transfer a call to another agent. If an agent can’t provide enough information to a customer, they can simply transfer the call to a more knowledgeable colleague.</li> </ol> <p><strong>Benefits: </strong></p> <ul class="wp-block-list"> <li>Avoiding long wait times</li> <li>Enhancing customer satisfaction and efficiency</li> </ul> <figure class="wp-block-image aligncenter size-large no-borders"><a href="https://www.liveagent.com/app/uploads/2020/10/Call-Transfers.png" data-lightbox="gallery" title="App - Uploads - 2020 - 10 - Call Transfers.png" onover-preload="1"><picture><source data-srcset="https://www.liveagent.com/wp/urlslab-download/8351d202393b5316b4cc332c4b0a543a/Call-Transfers-1024x614.png.webp 1024w, https://www.liveagent.com/wp/urlslab-download/caeb8b6c4ebd84d3dc7362a730fa3b9f/Call-Transfers-300x180.png.webp 300w, https://www.liveagent.com/wp/urlslab-download/f996e8dd9b75d9b15a6976b4fc45d6c2/Call-Transfers-768x461.png.webp 768w, https://www.liveagent.com/wp/urlslab-download/a2c92c993c4fca8a7e6d8022f816ea6d/Call-Transfers-83x50.png.webp 83w, https://www.liveagent.com/wp/urlslab-download/2d724b2b3027899e0e4196e72c56a47f/Call-Transfers-42x25.png.webp 42w, https://www.liveagent.com/wp/urlslab-download/2d7db1201443c49c03e774e37c8614db/Call-Transfers-558x335.png.webp 558w, https://www.liveagent.com/wp/urlslab-download/41ba21b22c053c238e349d83c5620daf/Call-Transfers-667x400.png.webp 667w, https://www.liveagent.com/wp/urlslab-download/8997d5dbe61210d421cf949c2eed67e7/Call-Transfers-185x111.png.webp 185w, https://www.liveagent.com/wp/urlslab-download/5aa02a9410025f01d779c32110369fd6/Call-Transfers-110x66.png.webp 110w, https://www.liveagent.com/wp/urlslab-download/c4aea4c00fef7e9a0888dfed8852ff55/Call-Transfers-485x291.png.webp 485w, https://www.liveagent.com/wp/urlslab-download/7bfccfc71e3dbf321ec588dd7aa9caba/Call-Transfers-37x22.png.webp 37w, https://www.liveagent.com/wp/urlslab-download/7df0c729fab40832ebcea57009e7fa87/Call-Transfers-250x150.png.webp 250w, https://www.liveagent.com/wp/urlslab-download/d9561246c7453227655ddb34c04e6982/Call-Transfers-680x408.png.webp 680w, https://www.liveagent.com/wp/urlslab-download/68ef85a77dc6d042a2370f7ca8aa51ec/Call-Transfers.png.webp 1160w" urlslab-lazy="yes" sizes="(max-width: 1024px) 100vw, 1024px" type="image/webp"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/03c3317f6eb60b28116f3272937c5b4b/Call-Transfers-1024x614.png 1024w, https://www.liveagent.com/wp/urlslab-download/4f4beac1f0a73339f26c6b03ce792a16/Call-Transfers-300x180.png 300w, https://www.liveagent.com/wp/urlslab-download/69ff943bf03ce3bc0e82a0a8cda7b9f9/Call-Transfers-768x461.png 768w, https://www.liveagent.com/wp/urlslab-download/a87e90bc2fc6795c0003018dca84a2cb/Call-Transfers-83x50.png 83w, https://www.liveagent.com/wp/urlslab-download/fcf83fcf3823f44d3a960f0bfb5efaac/Call-Transfers-42x25.png 42w, https://www.liveagent.com/wp/urlslab-download/57fbae273a057e9281baa3faaff57835/Call-Transfers-558x335.png 558w, https://www.liveagent.com/wp/urlslab-download/373d680d4b69399b49bdd5ce49e93ee8/Call-Transfers-667x400.png 667w, https://www.liveagent.com/wp/urlslab-download/9d817dbf537b3b031a2f000195cd5741/Call-Transfers-185x111.png 185w, https://www.liveagent.com/wp/urlslab-download/db71891ef47a5976752aadb94e0373c3/Call-Transfers-110x66.png 110w, https://www.liveagent.com/wp/urlslab-download/ac612634ed75b8f97e41905f22bafa9e/Call-Transfers-485x291.png 485w, https://www.liveagent.com/wp/urlslab-download/9fbeea619c73263f6fc88c48c2bb497f/Call-Transfers-37x22.png 37w, https://www.liveagent.com/wp/urlslab-download/8f5a2c24a72e361fb503f2a0bf31e04f/Call-Transfers-250x150.png 250w, https://www.liveagent.com/wp/urlslab-download/8728d9c4a1bb32fd6ae93f3807279613/Call-Transfers-680x408.png 680w, https://www.liveagent.com/wp/urlslab-download/90322b73ffd894fab2f72985fe6eed93/Call-Transfers.png 1160w" urlslab-lazy="yes" sizes="(max-width: 1024px) 100vw, 1024px"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/8351d202393b5316b4cc332c4b0a543a/Call-Transfers-1024x614.png.webp" urlslab-lazy="yes" type="image/webp"></source><img decoding="async" width="1024" height="614" alt="Screenshot shows how to transfer calls in LiveAgent to other departments and agents" class="wp-image-108628" data-src="https://www.liveagent.com/wp/urlslab-download/03c3317f6eb60b28116f3272937c5b4b/Call-Transfers-1024x614.png" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="31"></picture></a></figure> <ol start="3" class="wp-block-list"> <li><strong>IVR (Interactive Voice Response)</strong> is an automated phone system that interacts with callers using pre-recorded voice prompts, gathers information, and responds by executing appropriate actions.</li> </ol> <p><strong>Benefits:</strong></p> <ul class="wp-block-list"> <li>Minimizing wait times</li> <li>Ensuring prompt issue resolution by directing calls accurately, based on the gathered information</li> <li>Higher customer satisfaction</li> </ul> <ol start="4" class="wp-block-list"> <li><strong>Video call</strong> feature allows agents to conduct video calls with customers. This can be useful when customers need to show something or when agents want to demonstrate specific processes.</li> </ol> <p><strong>Benefits:</strong></p> <ul class="wp-block-list"> <li>Improving product demos</li> <li>Adding a personal touch to customer interactions</li> <li>Enhancing communication</li> </ul> <ol start="5" class="wp-block-list"> <li><strong>Call recording</strong> feature allows you to store calls for various purposes such as legal, training, or support.</li> </ol> <p><strong>Benefits:</strong></p> <ul class="wp-block-list"> <li>Easy recovery of details and important information</li> <li>Improves quality assurance</li> <li>Helps with training new agents and addressing any legal or compliance issues</li> </ul> <h2 id="h-how-to-create-and-run-a-successful-and-modern-call-center-6-easy-steps">How to create and run a successful and modern call center (6 easy steps)</h2> <p>Creating and running a successful call center requires careful planning, choosing the right technology, and a skilled team of reliable people. To give you a better idea, we’ll give you a simple guide on how to set up your call center using LiveAgent.</p> <h3 id="h-1-choose-the-call-center-software-or-combined-solution">1. Choose the call center software or combined solution</h3> <p>The call center software you choose must meet all your needs to ensure smooth daily operations and excellent customer service. A combined solution is also worth considering. This solution will help you manage various communication channels like live chat, social media platforms, email, and more. Thanks to the <a href="https://www.liveagent.com/customer-support-glossary/ticketing-system/" title="What is a ticketing system, and how can it benefit your business? Discover its key features and real-life examples to boost your customer support operations." hreflang="en-US" onover-preload="1">ticketing</a> system and unified inbox, you will be able to provide an omnichannel experience and allow your agents to manage all customer interactions in one place.</p> <div style="display: flex; flex-direction: column; gap: 20px; border: 1px solid #FA9531; padding: 20px; background-color: #FEEFE0; border-radius: 8px;"> <div style="padding: 10px;"> <p style="margin: 0; font-size: 16px; line-height: 1.5;"> For example, choosing the right software like LiveAgent helps streamline processes and improves overall efficiency. It has been recognized in a <a href="https://www.zendesk.de/service/voice/call-center-software/" rel="nofollow noopener" target="_blank" urlslab_href_old="https://www.zendesk.com/service/voice/call-center-software/#LiveAgent" title="Of course! Please provide the content of the webpage you would like summarized." hreflang="de-DE">Zendesk article</a> as the second-best solution and has also been mentioned in a <a href="https://www.forbes.com/advisor/business/software/best-call-center-software/#liveagent_section" rel="nofollow noopener" target="_blank" title="Discover the best call center software available today. We selected these options based on factors such as key features, uptime, pricing and more." hreflang="en-US">Forbes article</a>. LiveAgent offers call center capabilities along with multi-channel support, making it easier to manage all customer interactions from a single platform. </p> </div> </div> <h3 id="h-2-set-your-goals-and-determine-important-metrics">2. Set your goals and determine important metrics</h3> <p>Is your main goal to increase sales? Or perhaps you want to improve <a href="https://www.liveagent.com/customer-satisfaction-software/" title="Increase your customer satisfaction with LiveAgent and it's built-in customer satisfaction software measurement tool Nicereply." hreflang="en-US" onover-preload="1">customer satisfaction</a> by providing more personal support. Understanding your primary objective is essential, and it’s equally important to communicate this goal to your team.</p> <p>Once you set your goals, you’ll need to monitor metrics that will serve as key performance indicators (KPIs) to measure your success. Common metrics include first call resolution, average wait time, or average handle time. Monitoring these KPIs will give you a clear understanding of how your call center is performing and what areas need improvement. Focusing on these metrics will help you assess your strategies and make informed decisions to meet your goals.</p> <figure class="wp-block-image aligncenter size-full no-borders"><a href="https://www.liveagent.com/app/uploads/2021/06/Mockup-Analytics-overview.png" data-lightbox="gallery" title="App - Uploads - 2021 - 06 - Mockup Analytics Overview.png" onover-preload="1"><picture><source data-srcset="https://www.liveagent.com/wp/urlslab-download/6556698546bd1c699709f1378341a3b7/Mockup-Analytics-overview.png.webp 1017w, https://www.liveagent.com/wp/urlslab-download/9a42a8f190b70155a50e8f292e6d93a9/Mockup-Analytics-overview-300x202.png.webp 300w, https://www.liveagent.com/wp/urlslab-download/2e3a3a9fe1eba920b2907e05ec2ab5bb/Mockup-Analytics-overview-768x518.png.webp 768w, https://www.liveagent.com/wp/urlslab-download/6556698546bd1c699709f1378341a3b7/Mockup-Analytics-overview.png.webp 74w, https://www.liveagent.com/wp/urlslab-download/6556698546bd1c699709f1378341a3b7/Mockup-Analytics-overview.png.webp 37w, https://www.liveagent.com/wp/urlslab-download/6556698546bd1c699709f1378341a3b7/Mockup-Analytics-overview.png.webp 497w, https://www.liveagent.com/wp/urlslab-download/6556698546bd1c699709f1378341a3b7/Mockup-Analytics-overview.png.webp 593w, https://www.liveagent.com/wp/urlslab-download/6556698546bd1c699709f1378341a3b7/Mockup-Analytics-overview.png.webp 185w, https://www.liveagent.com/wp/urlslab-download/6556698546bd1c699709f1378341a3b7/Mockup-Analytics-overview.png.webp 110w, https://www.liveagent.com/wp/urlslab-download/6556698546bd1c699709f1378341a3b7/Mockup-Analytics-overview.png.webp 485w, https://www.liveagent.com/wp/urlslab-download/d6ca22169fa86a0936522fd64c7c3762/Mockup-Analytics-overview-33x22.png.webp 33w, https://www.liveagent.com/wp/urlslab-download/565a2796d53d7353e289afd25f88d269/Mockup-Analytics-overview-250x169.png.webp 250w" urlslab-lazy="yes" sizes="(max-width: 1017px) 100vw, 1017px" type="image/webp"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/cc5fe9c2c670d77483da0d47bc90fa25/Mockup-Analytics-overview.png 1017w, https://www.liveagent.com/wp/urlslab-download/e2ce1dc60f419093e7c1e2c773009e16/Mockup-Analytics-overview-300x202.png 300w, https://www.liveagent.com/wp/urlslab-download/70875e7fb7a2db61b92ab352ab0dc729/Mockup-Analytics-overview-768x518.png 768w, https://www.liveagent.com/wp/urlslab-download/cc5fe9c2c670d77483da0d47bc90fa25/Mockup-Analytics-overview.png 74w, https://www.liveagent.com/wp/urlslab-download/cc5fe9c2c670d77483da0d47bc90fa25/Mockup-Analytics-overview.png 37w, https://www.liveagent.com/wp/urlslab-download/cc5fe9c2c670d77483da0d47bc90fa25/Mockup-Analytics-overview.png 497w, https://www.liveagent.com/wp/urlslab-download/cc5fe9c2c670d77483da0d47bc90fa25/Mockup-Analytics-overview.png 593w, https://www.liveagent.com/wp/urlslab-download/cc5fe9c2c670d77483da0d47bc90fa25/Mockup-Analytics-overview.png 185w, https://www.liveagent.com/wp/urlslab-download/cc5fe9c2c670d77483da0d47bc90fa25/Mockup-Analytics-overview.png 110w, https://www.liveagent.com/wp/urlslab-download/cc5fe9c2c670d77483da0d47bc90fa25/Mockup-Analytics-overview.png 485w, https://www.liveagent.com/wp/urlslab-download/514323079e5cb063aac452da780aeaab/Mockup-Analytics-overview-33x22.png 33w, https://www.liveagent.com/wp/urlslab-download/465a2843980bdf5170ada0da8d470e03/Mockup-Analytics-overview-250x169.png 250w" urlslab-lazy="yes" sizes="(max-width: 1017px) 100vw, 1017px"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/6556698546bd1c699709f1378341a3b7/Mockup-Analytics-overview.png.webp" urlslab-lazy="yes" type="image/webp"></source><img decoding="async" width="1017" height="686" alt="Analytics overview in LiveAgent allows you to monitor the performance of your call center. " class="wp-image-270399" data-src="https://www.liveagent.com/wp/urlslab-download/cc5fe9c2c670d77483da0d47bc90fa25/Mockup-Analytics-overview.png" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="32"></picture></a></figure> <h3 id="h-3-identify-the-type-of-your-call-center">3. Identify the type of your call center</h3> <p>After identifying your goals, you will be able to determine what type of call center will work best to accomplish them. Consider whether you need an inbound or <a href="https://www.liveagent.com/outbound-call-center-software/" title="Outbound call center software by LiveAgent allows you to make outgoing calls to sales prospects, leads, or current customers. Try 30 days free trial and push your business to new levels." hreflang="en-US" onover-preload="1">outbound call center</a>. Are you planning on cold-calling potential customers with offers? Or are you more focused on resolving customer issues?</p> <p><strong>Inbound call center:</strong></p> <ul class="wp-block-list"> <li>Answering questions about your products/services</li> <li>Providing technical support</li> <li>Payment and order processing</li> <li>Helping with upgrade and renewal inquiries</li> </ul> <p><strong>Outbound call center:</strong></p> <ul class="wp-block-list"> <li>Contacting potential customers (lead generation)</li> <li>Telemarketing purposes</li> <li>Market research purposes</li> </ul> <p>Another thing to consider is whether you prefer an on-site or <a href="https://www.liveagent.com/call-center-software/" title="Explore a selection of the best call center software on the market. Choose the ideal call center software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">virtual call center</a>. Are you looking to hire remote employees, or do you prefer having an office space and working on-site? The choice between on-site and virtual will depend on your operational preferences, budget and the flexibility you want to offer to your team.</p> <h3 id="h-4-hire-and-train-your-team">4. Hire and train your team</h3> <p><a href="https://www.liveagent.com/call-center-software/" title="Explore a selection of the best call center software on the market. Choose the ideal call center software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">Call center agents</a> are the front-line representatives of your company. Hiring individuals with excellent communication skills, problem-solving abilities, and a customer-first mindset is crucial. Make sure you provide comprehensive training on how to use the <a href="https://www.liveagent.com/call-center-software/" title="Explore a selection of the best call center software on the market. Choose the ideal call center software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">call center software</a>, company protocols, and best practices. This ensures that agents are well-prepared to handle a variety of customer scenarios.</p> <p>When working in the call center industry, it’s important to familiarize your team with common <a href="https://www.nextiva.com/blog/call-center-abbreviations.html" title="Discover 101 essential call center abbreviations to boost your customer service skills and performance. Enhance your CX today!" hreflang="en-US">call center abbreviations</a> like ACD (Automatic Call Distribution) and IVR (Interactive Voice Response), which are frequently used to streamline communication.</p> <h3 id="h-5-set-up-ivr-and-call-routing">5. Set up IVR and call routing</h3> <p>An IVR system and <a href="https://www.liveagent.com/features/call-routing/" title="Try a more personal way of communicating with your customers through LiveAgent's call routing feature. Learn about the benefits and try it out for free." hreflang="en-US" onover-preload="1">automatic call routing</a> are essential tools for managing call traffic and improving first-call resolution rates. Setting up these features ensures that customers are directed to the right department or agent quickly. This not only reduces wait times but also enhances <a href="https://www.liveagent.com/academy/customer-satisfaction/" title="Learn the nitty-gritty of customer satisfaction. Why it matters. How to deal with it, and what are some of the best practices." hreflang="en-US" onover-preload="1">customer satisfaction</a> by ensuring their queries are addressed promptly by the most qualified team member.</p> <figure class="wp-block-video"><video autoplay loop muted data-urlslabstyle="" style="opacity: 0;" data-src="https://www.liveagent.com/wp/urlslab-download/a279da24b0b39e71d71dad06ae9ceac1/LiveAgent_CallCenter-1.mp4" urlslab-lazy="yes" urlslab-id="49"></video></figure> <h3 id="h-6-focus-on-quality-assurance-and-improvement">6. Focus on quality assurance and improvement</h3> <p>Monitoring and evaluating customer interactions on a regular basis is vital for maintaining high service quality. Quality Assurance (QA) analysts can look at all the data and identify training needs, provide feedback, and implement data-driven improvements. Making continuous improvements based on QA findings and customer feedback ensures that your call center adapts to evolving customer expectations and maintains a high standard of service.</p> <h2 id="h-cost-of-running-a-call-center">Cost of running a call center</h2> <p>Running a call center involves various costs that can add up quite quickly. The size of your business will significantly influence these expenses. Here are some of the key initial costs to consider:</p> <ul class="wp-block-list"> <li><strong>Salaries:</strong> Paying your staff is one of the biggest expenses. This includes wages for call center <a href="https://www.liveagent.com/features/agents/" title="In LiveAgent agents and customer representatives with the admin role can also supervise and configure the system. Read about user types and more." hreflang="en-US" onover-preload="1">agents</a>, managers, supervisors, and support staff.</li> <li><strong>Training costs:</strong> Proper training ensures that your agents can provide top-notch customer service, but it does come with a cost. Remember that this training should be performed regularly.</li> <li><strong>Technology:</strong> You’ll need things like phones, internet connection, headsets, computers, and more. High-quality equipment is essential for efficient operations.</li> <li><strong>Call center software:</strong> The cost of call center software varies based on the number of features and agents you use. This software can cost anywhere from $10 to $150 per agent per month. <strong>For example, LiveAgent’s pricing starts at $15 per agent per month for a small business plan.</strong></li> <li><strong>Facilities:</strong> If you decide to run an on-site call center, you’ll need to consider the cost of renting office space and purchasing necessary supplies and furniture.</li> </ul> <p>To manage these costs, make sure you only buy what you need. This is particularly important when it comes to technology, as it’s quite easy to scale when necessary. If you currently have five agents, purchase licenses for five agents and buy more as you hire additional staff. You can also start with fewer features and upgrade as you and your team become familiar with the basic functionalities. This approach helps in managing costs while still providing room for growth.</p> <h2 id="h-call-center-best-practices-dont-let-the-chaos-enter-your-business">Call center best practices: Don’t let the chaos enter your business</h2> <p><strong>Create an internal knowledge base</strong></p> <p>To run a successful call center, you need agents who will be able to provide great service by assisting customers, answering their questions, and resolving their issues. You can help them by creating a repository of information that they can quickly access whenever they need it. The centralized <a href="https://www.liveagent.com/knowledge-base-software/" title="Discover the top 20 knowledge base software for 2024, exploring features, benefits, pricing, and expert tips for choosing the best solution for your business. Get insights on how knowledge base software works and a recommendation for LiveAgent's free trial." hreflang="en-US" onover-preload="1">knowledge base</a> will help your agents resolve issues faster and provide consistent and accurate information.</p> <p>Your internal knowledge base can include:</p> <ul class="wp-block-list"> <li>Frequently asked questions</li> <li>Product details</li> <li>Troubleshooting steps and manuals</li> <li>Ongoing promotions/sales</li> <li>Billing/invoicing information</li> <li>Shipping information</li> </ul> <figure class="wp-block-image aligncenter size-full no-borders"><a href="https://www.liveagent.com/app/uploads/2019/10/Mockup-Customer-portal.png" data-lightbox="gallery" title="App - Uploads - 2019 - 10 - Mockup Customer Portal.png" onover-preload="1"><picture><source data-srcset="https://www.liveagent.com/wp/urlslab-download/9ce47652b73c5132736bdc7a0b3c8e68/Mockup-Customer-portal.png.webp 893w, https://www.liveagent.com/wp/urlslab-download/95147504dadab8c29d8f552871ec2308/Mockup-Customer-portal-300x190.png.webp 300w, https://www.liveagent.com/wp/urlslab-download/ad6aa200a05d9bab920aae7210976e06/Mockup-Customer-portal-768x488.png.webp 768w, https://www.liveagent.com/wp/urlslab-download/fb8492466a7fb3b5962b1982875fc077/Mockup-Customer-portal-79x50.png.webp 79w, https://www.liveagent.com/wp/urlslab-download/30c6586d180cfaa2f2c3b8caf9207c6a/Mockup-Customer-portal-39x25.png.webp 39w, https://www.liveagent.com/wp/urlslab-download/16606a37e460dc7c7261216c3f22ebd7/Mockup-Customer-portal-528x335.png.webp 528w, https://www.liveagent.com/wp/urlslab-download/1c61ced3b29ecccabcfe3c0695c27ede/Mockup-Customer-portal-630x400.png.webp 630w, https://www.liveagent.com/wp/urlslab-download/47e517d13370d8a82732a6efc2578749/Mockup-Customer-portal-185x117.png.webp 185w, https://www.liveagent.com/wp/urlslab-download/737547da09043e6828ca25b77e97cdab/Mockup-Customer-portal-110x70.png.webp 110w, https://www.liveagent.com/wp/urlslab-download/e14b271bedcf229d6ae9e11f3d86630c/Mockup-Customer-portal-485x308.png.webp 485w, https://www.liveagent.com/wp/urlslab-download/98accd13c190ff86248a1f2d286d6452/Mockup-Customer-portal-35x22.png.webp 35w, https://www.liveagent.com/wp/urlslab-download/185456dee9224ab347f093b669447582/Mockup-Customer-portal-250x159.png.webp 250w" urlslab-lazy="yes" sizes="(max-width: 893px) 100vw, 893px" type="image/webp"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/fa3bbb745758f92e30b2dedcce72b5ba/Mockup-Customer-portal.png 893w, https://www.liveagent.com/wp/urlslab-download/77c8e61c7cd25f3a0880d0082effaa90/Mockup-Customer-portal-300x190.png 300w, https://www.liveagent.com/wp/urlslab-download/66ebce090433a0e2bdecf1f52d53c156/Mockup-Customer-portal-768x488.png 768w, https://www.liveagent.com/wp/urlslab-download/c8e64644a1189110c7334d2e62859d8c/Mockup-Customer-portal-79x50.png 79w, https://www.liveagent.com/wp/urlslab-download/ca0576e7c1ad2482b4aa15d3d94cefb3/Mockup-Customer-portal-39x25.png 39w, https://www.liveagent.com/wp/urlslab-download/48bcf82bc252c777c304d6cd48bd49d5/Mockup-Customer-portal-528x335.png 528w, https://www.liveagent.com/wp/urlslab-download/79f66920400591502b5b2ce78b13d25a/Mockup-Customer-portal-630x400.png 630w, https://www.liveagent.com/wp/urlslab-download/45729d0808ba6f97c6408209269d9e58/Mockup-Customer-portal-185x117.png 185w, https://www.liveagent.com/wp/urlslab-download/c1ec0f287ae4a6c3f52956535a84b047/Mockup-Customer-portal-110x70.png 110w, https://www.liveagent.com/wp/urlslab-download/f1da190a81474a9a86308f19235b0875/Mockup-Customer-portal-485x308.png 485w, https://www.liveagent.com/wp/urlslab-download/c9bf32a9137d8d474413a85a76557698/Mockup-Customer-portal-35x22.png 35w, https://www.liveagent.com/wp/urlslab-download/d7fd0b22d4b1eea5be28219b7994a6af/Mockup-Customer-portal-250x159.png 250w" urlslab-lazy="yes" sizes="(max-width: 893px) 100vw, 893px"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/9ce47652b73c5132736bdc7a0b3c8e68/Mockup-Customer-portal.png.webp" urlslab-lazy="yes" type="image/webp"></source><img decoding="async" width="893" height="567" alt="LiveAgent knowledge base and support portal containing FAQs, product guides, video tutorials, and step-by-step manuals." class="wp-image-201216" data-src="https://www.liveagent.com/wp/urlslab-download/fa3bbb745758f92e30b2dedcce72b5ba/Mockup-Customer-portal.png" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="33"></picture></a></figure> <p><strong>Prioritize customer experience and satisfaction</strong></p> <p>Putting customers first should always be your main priority. Focus on delivering excellent service, addressing their needs promptly, and understanding their concerns. Happy customers are more likely to become loyal, promoting positive word-of-mouth.</p> <p><strong>Take advantage of call monitoring tools</strong></p> <p>These tools can track performance and gather important insights. For example, <a href="https://www.liveagent.com/features/call-detail-records/" title="Call detail records or CDRs are logs that are kept on the company customers. They contain specific information about each call made from call center software." hreflang="en-US" onover-preload="1">call detail record analysis</a> and live monitoring enable you to coach your agents and ensure compliance with quality standards. Continuous data monitoring helps identify areas for improvement and maintains high service levels.</p> <p><strong>Use VoIP technology</strong></p> <p>Voice over Internet Protocol (VoIP) is a technology that simplifies communication by using the Internet for phone calls. It eliminates the need for traditional phone lines, reducing costs and providing greater flexibility. With VoIP, agents can work from any location, making it easier to manage even remote teams, and there are no extra costs for international calls.</p> <p><strong>Reward your call center agents</strong></p> <p>An investment in your team is also an investment in your business. Satisfied employees are more likely to go above and beyond, resulting in happier customers. It’s important to recognize and reward the hard work of your agents to keep them motivated. This can be done through incentives, bonuses, or even simple words of encouragement, which can do much to improve employee satisfaction and company culture.</p> <p><strong>Communication is key – communicate with your agents</strong></p> <p>Maintain open lines of communication with your agents. Perform regular check-ins, team meetings, and feedback sessions to help keep everyone on the same page. Ask your team for suggestions, ideas for improvements, or how you can assist them better. Clear communication enhances morale, makes employees feel valued, and ensures everyone works towards the same goals.</p> <p><strong>Analyze feedback to evaluate your service</strong></p> <p>Collecting and analyzing customer feedback is the best way to evaluate your service. Use surveys, call recordings, and direct feedback to understand customer satisfaction levels and identify areas that need improvement. This data-driven approach ensures continuous service enhancement.</p> <p><strong>Offer proactive support to customers</strong></p> <p>Don’t wait for customers to contact you when they run into issues. Instead, be proactive and reach out to them. Proactive support means following up on previous inquiries, sending them reminders, or providing information that might help them use your products or services more effectively. This approach shows that you care about your customer’s needs and want to prevent issues from escalating.</p> <p><strong>Ensure adequate staffing levels</strong></p> <p>In order to properly manage call volumes, reduce wait times, and avoid overstaffing, use workforce management tools. These tools can help you forecast demand and schedule agents accordingly, maintaining a balance between customer needs and agent workload.</p> <h2 id="h-5-main-call-center-challenges-and-problems">5 Main call center challenges and problems</h2> <p>Running a call center comes with its set of challenges. Understanding these can help you implement effective solutions. Let’s take a look at the most common ones:</p> <h3 id="h-agent-burnout-and-attrition">Agent burnout and attrition</h3> <p>High stress levels and repetitive tasks can lead to agent burnout and high turnover rates. Research from SQM found that <a href="https://www.sqmgroup.com/resources/library/blog/call-center-burnout-rate-problem" title="In this blog, we cover how to measure call center agent burnout, which is one of the call center industry’s biggest problems, and 7 tips to recover from it." hreflang="en">over 63%</a> of call center agents experience job burnout. This can be caused by agents consistently dealing with frustrated customers, which eventually makes them feel overwhelmed and decide to quit.</p> <p><strong>Solution:</strong></p> <ul class="wp-block-list"> <li>Provide regular breaks and manageable workloads.</li> <li>Offer mental health support and stress management resources.</li> <li>Recognize and reward hard work to keep them more motivated.</li> <li>Implement gamification features to make the work more engaging.</li> </ul> <h3 id="h-high-call-volumes-and-long-wait-times">High call volumes and long wait times</h3> <p>High call volumes can overwhelm your agents and lead to long wait times for customers. This occurs when there are more calls from customers than your agents can handle. It can be caused by various factors, such as seasonal spikes, marketing campaigns, or even product issues that result in unexpected increase in inquiries.</p> <p><strong>Solution:</strong></p> <ul class="wp-block-list"> <li>Implement automated systems like IVR to handle basic inquiries.</li> <li>Implement call-back options to allow customers to request a <a href="https://www.liveagent.com/features/automatic-callback/" title="Empower your customers to request a callback and improve their support experience with your virtual call center/multichannel helpdesk." hreflang="en-US" onover-preload="1">callback</a> instead of waiting on hold.</li> <li>Ensure adequate staffing levels to manage busy periods.</li> <li>Provide self-service options like FAQs, chatbots, and customer support portals to allow customers to resolve issues independently.</li> <li>Use advanced call routing to ensure calls are distributed evenly among agents and are directed to the most appropriate department.</li> </ul> <p>Comprehensive tools like LiveAgent offer many call center features that can help you streamline your processes. These features include IVR systems, smart call routing, call transfers, or automatic callback.</p> <h3 id="h-evolving-customer-expectations">Evolving customer expectations</h3> <p>These days, customers expect fast, efficient, and personalized service across multiple channels. This is driven by technological advancements and the superior experiences leading brands offer. When a customer receives fast and tailored support from one company, they expect a similar experience when dealing with other companies as well. If they cannot match these expectations, it can lead to dissatisfaction and churn.</p> <p><strong>Solution:</strong></p> <ul class="wp-block-list"> <li>Call <a href="https://www.liveagent.com/inbound-call-center-software/" title="Discover the best inbound call center software solutions tested by experts. Compare features, pricing, reviews, and tips to find your perfect fit!" hreflang="en-US" onover-preload="1">center software</a> and tools can be used to offer faster and more efficient service.</li> <li>Train your team to tailor interactions based on customer history and preferences.</li> <li>Offer seamless support across multiple channels like phone, email, live chat, and social media.</li> <li>Seek customer feedback and use it to improve your services.</li> <li>Set realistic expectations to make sure your clients know what to expect in terms of response times or service levels – strive to exceed them whenever possible.</li> </ul> <p>LiveAgent is a powerful <a href="https://www.liveagent.com/help-desk-software/" title="Explore a selection of the best help desk software on the market. Choose the ideal help desk software for your website and raise your customer service to the moon." hreflang="en-US" onover-preload="1">help desk</a> software designed to help businesses keep up with growing customer expectations. It helps manage multiple communication channels, such as email, chat, social media, and calls, from a single platform. With <a href="https://www.liveagent.com/features/automated-ticket-distribution/" title="Automatically rotate phone duty, and set pause times for your agents if needed. Learn more about LiveAgent's automated ticket distribution." hreflang="en-US" onover-preload="1">automated ticket</a> distribution, LiveAgent ensures that inquiries are directed to the most suitable agent, improving efficiency and response times.</p> <h3 id="h-high-call-abandonment-rate">High call abandonment rate</h3> <p>This term refers to the percentage of callers who hang up before reaching an agent. It often occurs due to long wait times or frustrating automated systems. Imagine a customer needs urgent assistance with a billing issue. They call customer service, but after waiting on hold for 10 minutes, they decide to hang up. It not only leads to lost opportunities but also damages the <a href="https://www.liveagent.com/customer-support-glossary/customer-experience/" title="All interactions customers have with a company and its services and products are called as customer experience. Learn more about customer experience." hreflang="en-US" onover-preload="1">customer experience</a> and potentially the brand’s reputation.</p> <p><strong>Solutions:</strong></p> <ul class="wp-block-list"> <li>Make sure your IVR system is user-friendly and swiftly directs customers to the right department.</li> <li>Inform callers upfront about their expected wait time to manage expectations.</li> <li>Keep an eye on call abandonment metrics and adjust staffing or processes as needed.</li> <li>Offer support through other channels, such as live chat or social media, to decrease the amount of calls.</li> </ul> <h3 id="h-low-first-call-resolution-rates">Low first-call resolution rates</h3> <p>A low first-call resolution (FCR) rate occurs when customer issues are not resolved during the initial call and require follow-ups. This can be caused by factors like insufficient agent training, lack of access to necessary information, or overly complex issues that agents can’t handle in one interaction. This can lead to frustration and lower customer satisfaction.</p> <p><strong>Solutions:</strong></p> <ul class="wp-block-list"> <li>Provide comprehensive training that covers a wide range of issues and solutions.</li> <li>Create a centralized knowledge base to give agents quick access to information.</li> <li>Implement clear guidelines on when and how to escalate complex issues to more experienced staff.</li> <li>Use <a href="https://www.liveagent.com/customer-support-glossary/customer-relationship/" title="Customer relationship begins when a customer starts dealing with your company. Build an effective CR with LiveAgent." hreflang="en-US" onover-preload="1">Customer Relationship</a> Management (CRM) tools to give agents a complete view of customer history and previous interactions.</li> </ul> <h2 id="h-what-call-center-metrics-are-crucial-to-track">What call center metrics are crucial to track?</h2> <p>If your goal is to ensure that your call center runs smoothly and delivers a high-quality service, you need to track certain metrics. These metrics provide valuable insights into performance, customer satisfaction, and overall operational efficiency.</p> <figure class="wp-block-table"><table class="has-fixed-layout"><tbody><tr><td><strong>Average handle time (AHT)</strong></td><td>Tracks the percentage of inquiries resolved during the first call. High FCR rates typically lead to higher customer satisfaction, as issues are resolved without needing follow-up.</td></tr><tr><td><strong>First call resolution (FCR)</strong></td><td>Measures customer satisfaction usually through post-call surveys. It provides direct insight into how customers feel about the service they received.</td></tr><tr><td><strong>Customer satisfaction score (CSAT)</strong></td><td>Measures how likely customers are to recommend your service to others. A higher NPS indicates better customer loyalty and positive word-of-mouth.</td></tr><tr><td><strong>Net promoter score (NPS)</strong></td><td>Tracks the percentage of calls answered within a specified timeframe, typically within seconds. Meeting or exceeding service level targets indicates efficient call handling.</td></tr><tr><td><strong>Service level</strong></td><td>Measures the number of callers who hang up before reaching an agent. A high abandonment rate can indicate long wait times and negatively affect customer satisfaction.</td></tr><tr><td><strong>Call abandonment rate</strong></td><td>Measures the number of callers who hang up before reaching an agent. A high abandonment rate can indicate long wait times and negatively affect customer satisfaction.</td></tr><tr><td><strong>Average wait time</strong></td><td>The average time customers wait in a queue before being connected to an agent. Lower wait times <a href="https://www.liveagent.com/academy/customer-experience/" title="Because customer service is an integral part of customer experience, improving it enhances the experience for your customers, retention, and revenue." hreflang="en-US" onover-preload="1">improve customer experience</a> and reduce abandonment rates.</td></tr><tr><td><strong>Call transfer rate</strong></td><td>Tracks the percentage of calls transferred from one agent to another. Lower transfer rates usually indicate that agents are well-prepared and knowledgeable.</td></tr><tr><td><strong>Occupancy rate</strong></td><td>Measures the percentage of time agents are actively engaged in handling calls versus being idle. High occupancy rates indicate efficient use of resources but should be balanced to avoid burnout.</td></tr></tbody></table></figure> <h2 id="h-future-trends-in-call-center-operations">Future trends in call center operations</h2> <p><strong>Artificial intelligence and automation</strong></p> <p>The technology is evolving quite fast, especially when it comes to artificial intelligence. AI-powered tools and automation features are set to revolutionize call center operations. These advancements will optimize agent workflows by handling more routine tasks automatically. This allows agents to concentrate on more complex issues that require a human touch. All this leads to better service quality and lower operational costs.</p> <p><strong>AI speech analytics</strong></p> <p>AI-driven speech analytics is one of the top emerging technologies in contact centers. This technology can transcribe and analyze calls in real-time, offering insights into agent performance. Imagine being able to understand the nuances of a call as it happens. AI speech analytics makes this possible. Some advanced tools even create post-call summaries based on your specific pre-set requirements. These summaries help evaluate the quality of interactions, ensuring continuous improvement in service delivery.</p> <p><strong>Remote work</strong></p> <p>In recent years, there has been a growing trend toward remote working, and this trend is likely to continue. Cloud-based call centers have made it easier for agents to work from anywhere. Here are some benefits of remote work:</p> <ul class="wp-block-list"> <li>Access to a wider pool of talent</li> <li>Reduced operational costs</li> <li>Boosted agent productivity and job satisfaction</li> <li>Greater flexibility</li> <li>Better work-life balance</li> <li>Decreased staff turnover</li> </ul> <p>However, the remote working model requires a powerful virtual infrastructure and effective team collaboration. These are essential to keep teams aligned, engaged, and effective. With the right setup, remote work can be a win-win for both businesses and employees.</p> <p><strong>Virtual reality in contact centers</strong></p> <p>Virtual reality (VR) can blend instant support with in-person-like assistance. This technology could be particularly useful for resolving complex issues that require demonstrations. It can also be used for arranging walk-throughs or virtual meetings with clients. Imagine an agent guiding a customer through a product setup as if they were in the same room. VR has the potential to make this a reality, taking customer support to the next level.</p> <h2 id="h-conclusion">Conclusion</h2> <p>Understanding what a call center is and how it operates provides a solid foundation for improving customer interactions. We’ve explored the different types of call centers and explained the difference between a call center and a contact center. Each call center consists of various roles, each plays a vital part in ensuring smooth daily operations.</p> <p>Creating and running a call center can seem overwhelming if you don’t know where to start. Therefore, we wanted to offer a simple yet effective roadmap on how to do it. We also included best practices, common challenges, and strategies to overcome them.</p> <p>Looking toward the future, trends such as AI, automation, or virtual reality can improve call centers even further. Staying updated with these trends can provide a competitive edge for your business.</p> <p>If you’re looking for a reliable tool to improve your call center operations, consider LiveAgent. Start with a 30-day free trial to see how it fits your needs. Simplify your customer interactions and prepare for the future with LiveAgent.</p> <div class="BlockDiscover BlockDiscover--discover" style="" urlslab-lazy-bgimage="https://www.liveagent.com/app/themes/liveagent/assets/images/cta_new_bg.svg"> <p class="BlockDiscover__title">Handle calls with minimum effort!</p> <p class="BlockDiscover__text">Boost your call center's performance with LiveAgent. Streamline your operations and improve customer satisfaction with our call center software. Sign up for a 30-day free trial today!</p> <div class="BlockDiscover__buttons"> <a href="/trial/" class="Button Button--knockout" title="Considering LiveAgent help desk software? 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Additionally, many call centers provide career growth opportunities and benefits that can make it a stable and rewarding choice.</p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-what-is-a-call-center-as-a-service">What is a call center as a service?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p></p><p dir="ltr">A call center as a service is a cloud-based <a href="https://www.liveagent.com/customer-service-software/" title="Acquiring customer service software is a significant investment, so we’ve created a list of the top 10 solutions you should consider." hreflang="en-US" onover-preload="1">customer service solution</a>. It allows companies to manage their call center operations without having to maintain physical hardware or infrastructure. It is scalable, flexible, and can often be more cost-effective than traditional call centers.</p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-how-do-call-centers-handle-peak-times-and-high-call-volumes">How do call centers handle peak times and high call volumes?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p></p><p dir="ltr">Peak times and high call volumes can be easily handled by proper staff scheduling, <a href="https://www.liveagent.com/features/call-routing/" title="Try a more personal way of communicating with your customers through LiveAgent's call routing feature. Learn about the benefits and try it out for free." hreflang="en-US" onover-preload="1">intelligent call routing</a>, and automated systems. These methods help manage the increased demand and ensure customer queries are resolved promptly.</p></div></div></li><li class="Urlslab-Faq__item" itemprop="mainEntity" itemscope="" itemtype="https://schema.org/Question"><h3 itemprop="name" id="h-what-training-is-necessary-for-call-center-agents">What training is necessary for call center agents?</h3><div class="Urlslab-Faq__outer-wrapper" itemprop="acceptedAnswer" itemscope="" itemtype="https://schema.org/Answer"><div class="Urlslab-Faq__inner-wrapper" itemprop="text"><p></p><p dir="ltr">Training should cover things such as development of key customer service skills, communication techniques, and product or service knowledge. It should also provide training on how to use the call center software and understanding company policies. Providing ongoing training is crucial to keep agents updated on new tools and practices.</p></div></div></li></ul></div> <div class="BlogPost__share"> <p class="BlogPost__share__title">Share this article</p> <div class="BlogPost__share__items"> <div class="BlogPost__share__items__item"> <button data-permalink="https://www.liveagent.com/blog/call-center-detailed-guide/" onclick="shareOnFacebook(this);" itemprop="sameAs" title="Share on Facebook"> <i class="fontello-facebook-f-brands"></i> </button> </div> <div class="BlogPost__share__items__item"> <button data-permalink="https://www.liveagent.com/blog/call-center-detailed-guide/" onclick="shareOnTwitter(this);" itemprop="sameAs" title="Share on Twitter"> <i class="fontello-twitter-brands"></i> </button> </div> <div class="BlogPost__share__items__item"> <button data-permalink="https://www.liveagent.com/blog/call-center-detailed-guide/" onclick="shareOnLinkedin(this);" itemprop="sameAs" title="Share on LinkedIn"> <i class="fontello-linkedin-in-brands"></i> </button> </div> </div> </div> <div class="BlogPost__author-box" itemprop="author" itemscope itemtype="http://schema.org/Person"> <div class="BlogPost__author-box__avatar"> <meta itemprop="image" content="https://secure.gravatar.com/avatar/8059def883bb6659cfb4fcff1f56ea9d?s=96&r=g"> <picture><source data-srcset="https://www.liveagent.com/wp/urlslab-download/1af1d0c6b8fc5cd332e2e1500dece4dc/8059def883bb6659cfb4fcff1f56ea9d.webp 2x" urlslab-lazy="yes" type="image/webp"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/9058a641240be1b6a4c8735727dfa199/8059def883bb6659cfb4fcff1f56ea9d.jpeg 2x" urlslab-lazy="yes"></source><source data-srcset="https://www.liveagent.com/wp/urlslab-download/0c1df4ab42ff6c6a92e588347f3bd8ae/8059def883bb6659cfb4fcff1f56ea9d.webp" urlslab-lazy="yes" type="image/webp"></source><img alt="Patricia Krajcovicova" class="avatar avatar-250 photo" height="250" width="250" decoding="async" data-src="https://www.liveagent.com/wp/urlslab-download/53760e4073b6e7768faf857ebd2e9d71/8059def883bb6659cfb4fcff1f56ea9d.jpeg" data-urlslabstyle="" style="opacity: 0; transition: opacity .5s;" urlslab-lazy="yes" urlslab-id="34"></picture> </div> <div class="BlogPost__author-box__content"> <p class="BlogPost__author-box__content__name" itemprop="name">Patricia Krajcovicova</p> <p class="BlogPost__author-box__content__description" itemprop="description">Patricia has been one of the copywriters and content specialists at LiveAgent for the past two years, leveraging her marketing background to craft compelling and insightful content. She typically creates articles, blogs, and guides on various topics, including customer service, <a href="https://www.liveagent.com/customer-support-glossary/helpdesk/" title="What is a help desk? Explore the definition, benefits, differences, and functions for efficient customer support." hreflang="en-US" onover-preload="1">help desk</a> software, and <a href="https://www.liveagent.com/academy/customer-communication/" title="Master the art of customer communication with best practices, tools, and strategies. Learn how to enhance interactions and boost customer satisfaction." hreflang="en-US" onover-preload="1">customer communication</a> among others. Her main goal is to make her content not only informative, but also easy to understand, often sprinkling in a few tips to help readers transform theory into practice. 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Dive into her engaging content to enhance your customer support skills and stay ahead in the industry." hreflang="en-US" onover-preload="1">More articles by Patricia Krajcovicova</a> </div> </div> <div class="Post__content__resources"> <div class="Post__sidebar__title h4">Related Articles</div> <div class="SimilarSources"> <div class="urlslab-rel-res-items urlslab-rel-res-design-default urlslab-rel-res-items-with-image urlslab-rel-res-items-with-summary flowhunt-skip"><div class="urlslab-rel-res-item urlslab-skip-keywords"><div class="urlslab-rel-res-item-screenshot"><a href="https://www.liveagent.com/academy/how-to-use-call-center/" title="The phone still tops the charts as the most used and preferred method for consumers. Read more about how the call center actually works." hreflang="en-US" onover-preload="1"><img alt="The phone still tops the charts as the most used and preferred method for consumers. 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