A call center acts a support to technology-dependent companies where a quick and precise solution to customer calls is a must. Call centers act as the centralized office whose primary function is to receive and transmit large volumes of requests and information via telephone and e-mails. There are two types of calls, one is dubbed the inbound call and the other is called the outbound call. The outbound call is made by an outbound agent to potential customers, while the inbound call is accepted by agent from customers who would like to obtain information, make a complaint, or just simply to ask for assistance.
The call center is basically a company that provides services for other companies via its call center agents. Some call centers provide that particular service called the inbound call services (in which they may specialize.) Inbound call centers offer order-taking, sales, lead generation, customer service, technical support, help desk, direct response to radio or television and many more.
Inside an inbound call center is a network of support systems wherein the calls are acted upon in the most efficient and systematic way. The operators act as the first receiver of the calls and will then direct the customer to the proper agent who will handle the case. Should there be a need for a more technical support, the call is then forwarded to technical agents or staff who specialize in this field. Inbound call centers are therefore composed of highly skilled technical staffs and call center agents ready to answer and act on calls.
The human side of agents are also taken into consideration when they are hired for this type of service. Needless to say, a well-balanced environment is needed in any organization for its staff to achieve the desired effectiveness and productivity.
This ITIL report evaluates technologies and applications in terms of their business impact, adoption rate and maturity level to help users decide where and when to invest. The Predictive Analytics Scores below – ordered Read more…