Sep 11 2011

What a Call Center Is

Category: Advice & Information, Technology

call center is What a Call Center IsA call center is basically a hub of operators, telephones, and computer terminals in an office for the purpose of managing inbound telephone calls for it’s customers. The call center can be something of small scale, usually defined as an answering service, or it can be something much larger with the ability to handle huge volumes of inbound telephone communication at any given time. When used as an outsource option, the call center is a way for a third party to handle both inbound and reactive outbound communication for a business.

Examples of what a call center is, from an inbound perspective, is an outsourced solution to handle:

  1. Product information calls
  2. E-commerce sales calls
  3. Any customer inquiry
  4. Help desk or billing support
  5. Retail support
  6. General or high level customer service calls

Examples of what a call center is, from an outbound perspective, is a company that handles calls:

  1. Telemarketing or tele-sales calls
  2. Outbound telephone surveys
  3. After sale telephone followup calls
  4. Debt collection calls
  5. Market research calls

Major businesses that use call centers include:

  1. Software companies
  2. Any large of small e-commerce business / web store front
  3. Mail order businesses
  4. Television advertisers (home shopping networks or infomercial advertisers)
  5. Computer hardware businesses
  6. Utility companies
  7. Local government offices

Today’s call center is more than just an inbound communication office. The idea, in reality and practical application, has become a central communication office for businesses. Offering such services as email response, chat, fax read and response, and CRM integration, call centers are helping businesses stay in touch with their customers.

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