ügyféltelefonszolgálat

The ügyféltelefonszolgálat, literally translated as “customer telephone service,” is a dedicated support channel used by businesses and public institutions to communicate directly with customers and users via telephone. It serves as the first point of contact for inquiries, complaints, service requests, and general information. The concept originated in the mid‑20th century alongside the expansion of customer relationship management in the telecommunications industry, and it has since become a standard practice in retail, banking, utilities, and government services.

Typical functions include routing calls to specialized agents, providing troubleshooting assistance, processing orders, and collecting feedback. Modern ügyféltelefonszolgálat systems employ interactive voice response (IVR) technology to automate portion of the call flow, allowing callers to select options before speaking with a live operator. Call centers are often integrated with customer relationship management (CRM) software, enabling agents to access real‑time data such as account status, purchase history, and previous interactions.

Performance metrics are regularly used to assess the quality of the service. Common indicators include average handling time, first‑contact resolution rate, call abandon rate, and customer satisfaction scores. Many organisations also utilize speech analytics and sentiment analysis to identify trends and improve agent training.

In addition to telephone, the hizmet concept is typically complemented by digital channels such as live chat, email, and social media to provide a multi‑channel support ecosystem. The goal of ügyféltelefonszolgálat remains a consistent and reliable point of contact that enhances customer experience and loyalty.