Call Center Life: What is a Call Center

Posted 11:02 AM by Mezhal Ulao in Labels:
I have a lot of questions about call centers but the most common question I have received is the question about what is a call center. To help those out with this same question I did a little research to try to get the best answer and this is what I got:

A call centre or call center[1] is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.

A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).

Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalogue retailers, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks, retail financial support, and sales support.

A contact centre, also known as customer interaction center is a central point of any organization from which all customer contacts are managed. Through contact centers, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing and even instant massaging and vise versa.

Here is a cool and fun video clip that shows what one would expect in a call center:

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3 comment(s) to... “Call Center Life: What is a Call Center”


Call Center said...

We provides a comprehensive and best-in-class suite of value-based outsourcing solutions that are built upon its strong process, domain and people management expertise. To effectively deliver excellent quality of support service we strongly believe in having the right processes in place.

Outsource Call Center said...

Call centers are the way to enhance your listing skills and communications. Call centers has big compensations and easy job, you just set down and talk to the men in the sates that's it.... But the disadvantages working in a call centers you must patient and love the graveyard shifts.


Shania Simpsons said...

Time seems to pass by when you're working. To satisfy those who listen to you, you have to be witty. Life as a call center agent is tough, especially when you're assigned in a graveyard shift. I think the best answer is to learn how to love your job.

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