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 customers.
