Call Center Service

Sat, 25 Aug 2007 12:01:46 +0200

A call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.

A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them, and to log calls. Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services

Types of calls are often divided into outbound and inbound. Inbound calls are calls that are made by the consumer to obtain information, report a malfunction, or ask for help. These calls are substantially different from outbound calls, where agents place calls to potential customers mostly with intentions of selling or service to the individual.

A call center is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made.

A call center is often operated through an extensive open workspace for call center agents, with work stations that include a computer for each agent, a telephone set / head set connected to a telecom switch and one or more supervisor stations. It can be independently operated or networked with additional centers, can be linked to a corporate computer network. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called computer telephony integration (CTI).
Most major businesses use call centers to interact with their customers. Examples include utility companies, mail order catalogue firms, and customer support for computer hardware and software. Some businesses even service internal functions through call centers. Examples of this include help desks and sales support.

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Call Center Services

Call Center Service