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Callcentres are all about getting customers the information they need, as quickly as possible.
It can be one or all of these:
- A huge telemarketing center
- A teleservicing center
- A help desk, both internal and external
- An outsourcer (also known as a service bureau) that uses its large capacity to serve lots of companies
- A reservation center for airlines or hotels
- A catalog retailer
- An e-tailing center
- An e-commerce transaction center that doesn't handle calls so much as automated customer interactions
- A fund-raising and collection organization
A call center is traditionally defined as a physical location where calls are placed, or received, in high volume for the purpose of:
- Sales
- Marketing
- Telemarketing
- Customer service
- Technical support
- Specialized business activity
One early definition described a call center as a place of doing business by phone that combined a centralized database with an automatic call distribution (ACD) system. However, call centers have evolved to become sophisticated business enterprises providing integrated services that are essential to the success of the corporations they serve. They are also called "customer care centers", "contact centers", "multimedia access centers" and "service bureaus".
What technology is needed for a call center?
Call centers are generally set up as large rooms, with workstations that include a computer with soft phone, a telephone set (or headset) hooked into a large telecom switch and one or more supervisor stations. The center may stand by itself, or be linked with other centers. It may also be linked to a corporate data network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called CTI (computer-telephony integration).
How important is a call center to a company's business?
Companies have learned that service is the key to attracting and maintaining customers (and hence, revenue). In a service business like airlines and hospitality, a call center is the difference between being in business and not being in business. In other industries, call centers help companies quickly overhaul service and improve their image. In fact, a call center is a strategic asset that companies can use to strengthen customer relationships, learn more about customers and therefore serve them better. This improves the bottom line. Thus call centers have evolved from being cost centers to profit centers.
Call Center Services:
In an increasingly competitive business environment attracting new customers or retaining old ones is essential. Whether your needs involve customer support or lead generation, call centers offer a range of services to cater to your requirements.
- Inbound Call Centers
- Inbound Customer Support
- Technical Support Services
- Call Center Disaster Recovery
- Outsourcing Technical Support
- Technical Support Training
- Telemarketing services
- Customer Interaction
For further details please contact us
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