Call centers are the staple of the many business
organizations. Call centers can be a standalone business organization or an
integral part of an organization. It is the backbone of the organizations. The
primary function of the call center is that they handle the customer. Call
centers work as a medium of communication. The advancement in the technology
enabled the call centers to increase their profits in the competitive market. Call
centers receive a large volume of telephone calls from the customers of the
other business organizations.Their interaction ranges from customer service,
technical support and sale calls. The article will focus on the various types
of the call centers and also it will provide information about the services and
benefits of the call centers.
Type
of call centers
There are several types of call centers prevailing
in the market. They are:
·
Inbound
call centers: The function of the inbound call center
is to attain the customers call. It is the most common variation of the call
center.
·
Outbound
call centers:It is the opposite of the outbound call
center. In this call center agents make
calls to the customers and prospective customers to generate revenues.
·
Contact
Centers: Clients are contacted through the telephone, e-mail
or live chat. These types of call centers are also responsible for handling the
written correspondences.
·
Blended
Call Center: It is the future of the call center
business as many organizations are offering all the type of services demanded
by the customers.
Advantages
of a call center
·
Disaster
recovery: It is the extreme service provider for the areas
which are prone to natural or manmade disasters.
·
Handle
specialized calls:specialized calls from the Information
and technological departments can be handled by the special team of agents in
the call centers.
·
Handle
overflow calls: To increase the volume of the
customers, the call center plays a vital role in the competitive market.
Disadvantages
of call center
·
Security
issue: Workers on the call center can leak the information
which can create a security hazard in the organization
·
Low
quality: The low quality of the calling processcan impact
negatively on the business of the organization.
Services
According to CreaghanHarry, there are various services provided by the call centers, they are
·
Phone answering service
·
troubleshooting or technical support
service for product
·
Messaging Service
·
Voice Mail ordering
·
Outbound Telemarketing:
Call Centers can work on the various fields. They
are information and technology, finance, law, manufacturing centers. In
addition to the above sectors, they also support in the health, travel and
hospitality and e-commerce sectors. Other than the above services, the call
center works as a customer care center. It also serves as a financial servicing
sector where they provide help about the financial terms. Various organization
use call center as it is a cost-effective medium and it also plays a pivotal role
in the competitive market. However, establishing a call center can be
beneficial for a company as it accelerates the growth of the company.
Learn More:
No comments:
Post a Comment