What is call center?
Call centre is place where business related calls are made and received. Today, it has become an inevitable part of business process outsourcing. Call centers have become an important business strategy that transfers the responsibility of a company to a third party. The work of call center is to provide diversified BPO services in sectors like education, health, insurance, banks and other business related industries.
Workings in call centre
Through call centers, companies can provide customer care services to their clients. A company hires a call center service provider to assist in some non-core business functions. The management of a call centre lies in hands of its parent company. The other name of call centre is contact center and this is centralized which is used for the purpose of transmitting and receiving large volumes of calls through phone. Call centers are also used to carry out back office services like accounting, payroll, product inquiry, telemarketing and debt collection.
The person working in call centre is known as call centre agent. The outsourcing of call centre services brings immense benefit for a company. Call centers are often used by telemarketing companies, mail order catalogue retailers, customer care companies, IT-help desks, answering services and utility companies.
Technology used in call centres
Call centres work with the help of a technology know as IVR (interactive voice response). It is a system that helps in routing calls to the appropriate department. This technology is programmed to do so. The technology used in inbound and outbound call centre is different. The inbound call centers use a technology known as automatic call distribution. The other common technologies used in call centres are call recording software, computer telephony integration (CTI) customer interaction management solutions, customer relationship management (CRM) and desktop scripting solutions.
Divisions of call centers
A call centre may be divided according to the type of functions they provide. The call centers are mainly divided under two heads; these are inbound call center and outbound call center. Again a call center can be onsite or offsite. The inbound call centers are for customer services like order taking, product inquiry, help desk solutions, interactive voice response and sales lead qualification. The work of inbound call centre agent is to receive calls from the customers who need information regarding a product or service. They can also call up to report a mal function. While in outbound call centers, the agent initiate a call to customer to sell a product or service.A call centre may be divided according to the type of functions they provide. The call centers are mainly divided under two heads; these are inbound call center and outbound call center. Again a call center can be onsite or offsite. The inbound call centers are for customer services like order taking, product inquiry, help desk solutions, interactive voice response and sales lead qualification. The work of inbound call centre agent is to receive calls from the customers who need information regarding a product or service. They can also call up to report a mal function. While in outbound call centers, the agent initiate a call to customer to sell a product or service.
Author Resource:-
Ivana Lewis has written a wide range of articles on business process outsourcing . Moat of her write ups are about BPO, inbound customer service and inbound call center. We are on http://twitter.com/Fusionbpo >Twitter.
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