Call centers nowadays are about much more than this mildly obsolete phrase. They are more complex, but most importantly – still absolutely relevant.
How may I connect your call?
Let us start with a simple definition of a call center - a centralized department that handles inbound and outbound calls. It is well-prepared for handling large volumes of telephone calls during the day. The people that are taking care of all the calls are call center agents. What they usually work with is customer support (inbound) and telemarketing (outbound), but this hugely depends on the type of the company. Nowadays, a lot of supporting tools and software help call centers with segmentation of customers and more effective problem solving.
The most common type of calls (inbound or outbound) depends on the specialization of the business. However, if only one type prevails, we can distinguish between these two types of call centers:
Something what is often compared (and sometimes mistakenly) to a call center is a contact center. The main difference is that a call center specializes in telephone calls only, while a contact center handles a wide range of channels (telephone, email, social media, live chat, etc.). Which one (call center or contact center) is ideal for your company is something you have to decide on your own when you look at your company as a whole.
It is more than necessary for a company to have a call center.
Although technology is moving forward, the telephone keeps proving itself as a timeless device.
Many companies have been placing more and more focus on boosting customer satisfaction. However, customer expectations on the quality of services have also been growing. Customer satisfaction influences loyalty and overall satisfaction with the company, its products and services.Read more