A call centre or call center is a centralized office used for receiving and transmitting a large number of requests by telephone. A call centre is handled by a company to administer incoming product support or information inquiries from costumers. Outgoing calls for telemarketing, telemedicine, and product based services, and financial services are also made. In addition to a call centre, contact centre such as collective handling of letters, faxes, live chat, and e-mails at one location is provided.
A call centre is often operated through an extensive open workstation that include a computer system for each call centre agents and a telephone set/headset inter connected to a telecom switch, and one or more stations. It can be independently operated or networked with additional centres. Usually it is linked to a corporate computer network, including mainframe systems, microcomputers and local area networks. Further, the voice and data path into the contact centre are linked through a set of new technologies like computer telephony integration (CTI).
Most of the companies uses call centre solution to interact with their customers. Examples include utility companies, mail order catalog retailers, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks, retail financial support, and sales support.
A contact centre, also called as customer interaction center is a central point of any organization from which all customer contacts are managed. Through contact centers, valuable informations about companies are passed to appropriate people, it can be tracked. It is basically 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.
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