What is a call center? A call center is a service found in many companies, institutions or organizations that have the need to receive a large volume of phone calls, answer customer questions, or process orders, and acts as a bridge between the institution or organization with its customers. Depending upon the type of business and industry the company is in, in addition to the types of calls that are made or received, the function of the call center can have very different purposes.
Task of Call Center
Call centers are either a division or a service arm within an existing company, or in many cases – its it outsourced to a call center company that specifically provides call center services to many types of companies, depending upon their needs. The task of the call center and services that are delivered typically evolve aound providing product information, customer service on an existing order or potential new order, dealing with service requests and complaints from customers, or managing other partners, distributors, or clients regarding a particular product or service.
The best answer of what is a call center is a dedicated team of professionals that provide customer services and support relative to the services or products sold by the company. A call center is typically integrated into a business (either internally or outsourced) to improve customer satisfaction and to help the company grow efficiently.
In general, the duties and functions of the Call Center can be divided into several important parts, which are as follows:
Receive a call with the greeting: “Good morning / afternoon / evening / night, Call Center …. (name of company) with ……… (name of operator) Can help you? “And provide information services (Info, Company Products, Services Demand, Complaints and Services) by telephone and computer to all customers who contact the company’s call center telephone access.
2. Supervisor Agent
Validate input data from agents and evaluate the daily performance of the call center operations in line with the respective Company’s objectives.
3. Customer Service Agent
Customer Service Agents work for a company in a role where they receives requests / complaints from customers who come directly call into the company for information or assistance with their existing order, a potential new order where the customer has questions or issues to resolve.
Call Center Divisions/Operating Roles
· Call Center Outbound / Telemarketing
One of the operating roles of a call center that companies utilize is for outbound calling or telemarketing, which are used to generate new leads and sales. This is done by contacting customers and prospective new customers with a variety of reasons like product offers, surveys, data validation, customer satisfaction, etc.
· Inbound Call Center
Another critical operational role for the call center is to receive calls from clients/ customers/ prospective customers with a wide variety of reasons such as asking about product info, requests and complaints, confirming or changing an order, etc..
It allows interaction with the customers through various media examples of telephone, e – mail as well as online chat. This enables the company to have closer contact on a regular basis with their existing or potential clients and partners.
Call centers also act as a temporary secretary or routing agent depending upon the needs of the call. Many times, call centers employ temporary agents to manage phone calls for companies after hours so a live person handles the call.
Call centers come in many configurations in how they provide their service as an internal division within a company, or as an outsourced service provider that supports several companies. Many call centers have the following characteristics:
· Blended center
A blended call center has both inbound and outbound calls. For the inbound calls – they are managed by using an ACD (automatic call distribution) which routes the calls to certain agents depending upon the type of call coming in, and which agents are available. Blended call centers also have an outbound calling function which is typically managed by a predictive outbound calling system that automatically dials the number and connects the call with an agent when somebody answers the call.
Many call centers are increasingly using remote agents to manage these calls on a regular basis. Instead of staffing a lot of agents and having them work out of a large central facility, remote agents typically work from home and utilizes their telephone or internet connection to make/receive calls from their call center company.
What is a call center’s primary goals? Call Centers have several basic operating goals and principles by which they operate
1. The achievement of high level of customer service
2. To efficiently manage the call volume for the company so that it reduces costs and/or increases sales for the products and services it sells
3. The achievement of certain desired targets of company in terms of improvement. This can be an increase in sales, an improvement in customer satisfaction, a reduction in product returns, or anything else that can help the company improve.
If you’re interested in learning more about call centers and have a growing business that can benefit from working with a professional call center – please contact Calibrus (toll-free) at: 866-601-9616