Call center is a centralized office of a company that
answers incoming telephone calls from customers or makes outgoing telephone
calls to customers. They can handle a considerable volume of calls at the
same time and can also log calls. It is the focal point of customer service
for most companies today. Using a variety of technologies including computer
automation, call centers connect the customer and the organization to meet
customer needs in real time.
Call centers have application in many industries offering customer service.
Many organizations use call centers to solicit clients or customers for new
sales or donations and contributions. They can also be used to accomplish
surveys of customer satisfaction or public opinion.
Call centers can be divided into three groups:
- Those that focus on outgoing calling
- Those that focus on incoming calls
- Those that are established to accomplish multiple tasks
Role of Computer in Call Center
Technology plays a major role in
the call center. Computers are used to access customer records, product
information, ordering status, transaction history and other various
important data. They play as the primary and the most essential tool for
call center agents. They even contact customers through email and can also
blend mails with phone calls. No call center can work without the
availability of computers.
Call center Management and Technical Positions
Call centers offer
a strong and diverse career path for customer service representatives.
Several options in both management and technical areas are open for
individuals willing to work in a call center.
- Supervisor or team leader
- Training development and delivery
- Workforce scheduling
- Quality monitoring or quality assurance
- Business analyst (reporting and financials)
- Process specialists
- Human resources
- Information technology
- Facility design and maintenance
Significance of Call Center
Call center have particular
significance in three areas :
- Customer service and retention : Call center serve
as the means by which the organization creates a long term relationship
with individual customers.
- Direct marketing : Services or products required by
the customer are directly marketed on phone or on Internet.
- Source of management information : A call center
with good software accumulates a great deal of information about