Know The Basic Of Call Center Services


What is call center? A call center is a physical location where larger volumes of calls are handled by an outsourced company. It usually a centralized office used for the purpose of receiving and transmitting large volume of telephone requests for the purpose of business transactions. Most of the call centers work with the help of IVR's. An IVR is defined as telephone interface to a computer system. Typically, a call center has the ability to handle large volumes of call at the same time screen and forward them to someone who is qualified to handle calls.
Call centers are used by telemarketing companies,utility companies,mail order catalogue retailers,companies that need customer support services and other outsourcing services. Most of the business houses use call center for various customer services like IT-help desk, inbound calls, sales,order processing, order taking, financial support and many other outbound services.
Operations of a call center:
A call center often operates in an extensive open work space for its call center agents. The work stations include a telephone set or a head set connected to a main telecom switch. This can be operated independently or networked with additional centers which is often linked to a corporate computer including LAN , microcomputers and mainframes. The voice and data pathways into the center are linked through a set of technology known as computer telephony integration( CTI)
Technology used in call centers:
Most of the call centers in India use different technologies which help them to serve their customers better. The inbound call center use automatic call distribution, in which the incoming calls are assigned to the agent on the order they receive. Some of the call center also use call monitoring in which the quality staff randomly monitors an agent call to ensure that they follow the guidelines of call taking. Most of the call centers work with the help of IVR's,it is a system which helps in routing calls to the appropriate agent. It is programmed to do so wherein the system ignore its own decision making and obey the instruction set by humans.
These include after call work( ACW),automatic call distribution ( ACD), Agent performance analytics, Average handling time( AHT),Automatic number identification( ANI), Automated surveys( AS),Best time to call/ Outbound call optimization( BTTC),Call recording software,customer interaction management solutions which is known as 'Unified' solutions,Chat and web Collaboration, Computer telephony integration (CTI),Customer relationship management ( CRM),Desktop Scripting Solutions Electronic performance support systems,Email Management,Enterprise Campaign Management Issue tracking system,Interactive voice response ( IVR),Knowledge Management System(KMS) Outbound predictive dialer,Predictive Dialing System( PDS),Outsourcing,Quality Monitoring which is also known as call recording software,Speech Analytics,Third party verification,Text to speech( TTS), Virtual queuing,Voice analysis,Voice mail,VoIP,Voice recognition and Workforce management( WFM).
Call center services:
The call center services are broadly divided into two categories:
Inbound services:
In this kind of service usually the calls are received by an agent through a toll free number of customer support help desk. Then the agent goes ahead to solve the queries of the customer or any product related issues. Some of the inbound services are customer care services, database management,order taking services,insurance claim and verification
Outbound services:
Most of the outbound calls are usually sales oriented. The agent calls up prospective clients to do some kind of market research or for sales lead. Some of the outbound services are welcome calls, direct marketing campaigns,selling services,appointment setting,market research, up selling and cross selling Today, call centers play a crucial role for large business houses. Call center services help an organization to manage its non-core business houses. Most of non-core functions like telemarketing, up selling,cross selling,IT-help desk, customer oriented services are taken care by the outsourced company. Most of the call center have robust infrastructure to serve their clients. They use best of the technologies and services which helps their clients to earn maximum revenue.

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5 Responses to Know The Basic Of Call Center Services

  1. Order Management Software April 24, 2010 at 4:27 pm #

    Good overview of how a call center operators. From an IT point of view there is a lot of technology that goes into a call center.

  2. 0845 Numbers May 28, 2010 at 11:07 am #

    As human have brains that makes the entire body function similarly hosted telephony systems works through its call management system or interface. It allows owner of the number to decide on call settings, IVR menu, custom announcement recording, hunt groups, international routing destinations and so on. All is predefined by the owner of the number. This interface sends instructions to inbound calls and manages them automatically without any human intervention.
    Hence every hosted telephony service user is provided with a user ID and password to gain access to the interface. Online interface is one destination where all changes can be possible hence they are kept under high security and only limited access to experts is provided in any big organizations. While managing innumerous calls it becomes necessary to set features in a way that it suits daily needs of the company. Occasional changes are done instantly within seconds and the original settings can be brought back to normal easily.
    The other type of call management system is dial-in call management by way of which individual users can reroute inbound call to different destination numbers.
    Owners of all 0800 number range, 0845 number range, 0871 number range, 09 and 03 number range are allowed to access this interface 24/7 to gain out of the features.

  3. 0800 Numbers June 9, 2010 at 12:36 pm #

    Call management features have revolutionized the way small business operates. Non geographic numbers are affordable and applicable for smallest of the organization run single handedly. After 0800 number ranges, 0845 numbers are most popular of all. They not only offer local call rates for customers but are also packed with features that eliminates use of expensive PBX machines for an organization.
    Firstly, companies save the expenditure of buying expensive PBX machines and the cost of maintaining the same. Many small companies cannot afford PBX machines and for them 0845 numbers are a boon. They have started operating in a way which was earlier unthinkable without a huge expenditure. With 0845 number in place, you don’t even need an operator to receive calls and distribute them within the organization.
    Features like call hunt groups, mobile routing, IVR menu; time of day routing will help find staffs free to take calls. No matter where the staff is call management features will follow them and deliver the call. Call management is cheaper, faster and efficient with 0845 numbers than with any other non geographic telephone number range.
    Moreover receivers do not need to pay for the inbound calls thus making it affordable for one and all.

  4. Elvira March 19, 2013 at 5:15 am #

    When someone writes an article he/she keeps the image of a user in his/her mind that how a user can be aware of it.
    Therefore that’s why this piece of writing is perfect. Thanks!

  5. Rubin June 4, 2014 at 9:40 am #

    I’m looking for open source web based call center solution. There are few based on asterisk but i want experts here to suggest me a best piece of sotware.

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