What is a Call Centre or Contact Centre
A Call Centre or Contact Centre is an office where a company's inbound calls are received, or outbound calls are made. Call Centres are increasingly popular in today's society, where many companized have centralized customer service and support functions. Call Centres employ many staff in customer service, sales and support functions.
Call Centres are often large offices staffed with representatives who either make or receive phone calls. Depending on the size of the Call Center, a single office could have anywhere from a few dozen to hundreds of telephone staff. Depending on the needs of the company, Call Centres can make either incoming or outgoing calls. Some Call Centres focus on answering inbound calls, such as a bank that gives out a toll-free number for customers needing assistance. In that case, Call Centre representatives can give account balances and take loan applications over the phone. Other Call Centres focus on outbound calls, such as a survey company. In that case, survey representatives make outbound calls to ask people to answer survey questions over the phone.
Call Centres provide a number of advantages to companies. By centralizing telephone-based service and support in one location, companies can easily adjust staffing to match call volume. Call Centres can be located almost anywhere, allowing companies to take advantage of time zones and cheaper labor rates in different states and countries. Call Centres also centralize the technology needs of companies, allowing major telecommunications setups to be installed in a small handful of Call Centres instead of a number of smaller offices, making upgrades and training easier to complete.
Many Call Centres use a number of different technologies to help improve performance and customer experience. Inbound Call Centres often use automatic call distribution, in which incoming calls are assigned to representatives on the order they are received. Other Call Centres utilize call monitoring, in which customer calls are randomly monitored by quality assurance staff to ensure that phone representatives meet customer needs. Call Centre technology evolves constantly, helping Call Centre staff assist customers more efficiently and effectively.
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