A call centre is a type of an office which is centralized for the purpose of receiving and transmitting a large volume of requests by use of a telephone. Companies and individuals use call centres to administer incoming product support or information inquiries from consumers. They also make outgoing calls for telemarketing, product services, clientele and debt collection.
Call centres are mostly operated through an extensive open workspace for call center agents, with work stations that include a computer for each agent, a telephone set connected to a telecom switch and one or more supervisor stations. They can be independently operated or networked with additional centres, often linked to a corporate computer network.
Through the use of technologies like computer telephony integration (CTI), the voice and data pathways can be directed and get linked into the call centre. A call center sometimes referred to as customer interaction centre, is a central point of any organization from which all customer contacts are managed. Through these contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging.
The Call centre technology is subject to improvements and innovations. These technologies like speech recognition software allow computers to handle first level of customer support, mining of texts and processing natural languages to allow better customer handling, agent training by automatic mining of best practices from past interactions, support automation and many other technologies to improve agent productivity and satisfaction of customers. Automatic lead steering is also is aimed at improving efficiencies, both for inbound and outbound campaigns, whereby inbound calls are intended to quickly land with the appropriate agent to handle the task, whilst minimizing wait times and long lists of irrelevant options for people calling in. For outbound calls, it allows management to designate what type of leads go to which agent based on factor like skill, socioeconomic factors and past performance and percentage likelihood of closing a sale per lead.
Varieties of call centres
Contact centre which supports interaction with customers over a variety of media.
Blended call centre, combines automatic call distribution for incoming calls with predictive dialing for outbound calls and it facilitates more efficient use of agent time as each type of agent can handle the overflow of the other.
Inbound call centre mostly handles inbound calls while in outbound call centre agents make outbound calls to customers or sales leads.
Call Centre Systems enable companies manage their resources better, serve their customers with greater efficiency, making it possible to lower costs and improved service quality. They make it easier to handle customer interactions while giving more control over the resources. Call Centres lower the cost of doing business at an incredible rate hence convenient for better performance.