A call center is a place to manage customer engagement.  This is done mainly using voice calls. Through inbound calls routed to a call center agent or outbound calls done by the agents.  

There are in-house centers, operated by the product companies themselves or outsourced.

Most outsourced centers are outside the United States, in low-cost English speaking countries like India, the Philippines, and Malaysia.  

Click the links on these highlighted text to learn more about outsourcing call centers, about cloud contact centers or virtual call centers.

Or continue below to get to know the call center checklist.

Why do we have call centers?
The call center is created to manage the volumes of calls from customers, by specially trained personnel called call center agents. The center becomes the focal point for customers, to contact the company, seeking assistance on a purchase or to resolve an issue. The goal of the call center is to let customers reach the company to engage in real time to resolve their queries. Customer satisfaction and customer experience are two key metrics for a center to achieve.
What are the required resources?
The call center is a customer interactions hub for presales and post-sales activities. It has a phone system based on standard telephony PBX systems or VOIP systems that use data lines.   Either technology works to answer and make calls to customer phone numbers.
Call Center Agents
This hub is manned by call center agents, supervised by supervisors and managers. The agent is a trained customer service advisor.  They provide customer support. Whether for sales, tech support or product complaints. The call center agent is trained to deal with customers.  They have call scripts, a knowledge base and an escalation path, designed to guide them in responding to a customer’s queries.
Call Center Technology
The call center will usually have a call center software and cloud-based software to give a great experience platform for both customers and agents. This software helps the call center agents to manage the calls. The software will be customized to a specific client or product requirement for logging and tracking deals or trouble tickets.   It will have at least a call recording function, listen in function for supervisors and managers, and call routing functions to route calls to agents according to load and availability. The software will also have call attendant or interactive voice response (IVR) functions to filter and guide customers, through automatic call distribution, to the appropriately trained service agent. A well thought out IVR navigation gives good customer experience.
What solutions and calls are managed by a call center?
There are two types of calls. Inbound and outbound calls. An inbound call is made by a customer to the call center. An outbound call is a call made by the call center agents to customers. These calls will generally relate to:
  1. An offer or product promotion
  2. To upgrade a product or service
  3. To solve an issue
  4. To do a survey
Outbound calls

Telemarketers primarily do outbound calls to persuade prospects to buy a product or service.  Market researchers do outbound calls to obtain feedback from people. Outbound calls are also referred to as cold calling.  

Additional software such as power dialers is used to support outbound call agent efficiency and productivity.  This is because the focused industrial nature of outbound calls is very different from an inbound call.

Click here to get details on telemarketing centers.

Inbound calls

Customer service representatives take inbound calls to answer questions on product information, promotions, order taking, product issues, product support or customer complaints. Differently skilled and trained agents manage product sales calls and technical support matters.

Inbound call agents are trained to manage the different emotions an inbound caller might display. Customer emotions range typically from highly strung and upset on issues, to hopefulness in seeking clarity on a promotion or offer.

Click here to get details on inbound call centers.

Customer Experience and Satisfaction
Customer experience and satisfaction are key areas of concern. Call agents are monitored through call recordings, listening ins by management to their compliance with the call scripts, escalation process, and knowledge base utilization. The competence of these agents and frequent motivation and coaching by the management, plus the support of management during escalations, is key to great customer experience and satisfaction results.
What are contact center solutions and how are these different from a call center?

A contact center manages all communications channels. Namely, email, messaging and social media posts. And also voice calls.

Click here to learn more about contact center solutions.

Why should the call center be outsourced?

There are many reasons why call centers should be outsourced, mainly related to costs and headcount issues.

Click here to learn why it’s a good idea to outsource a call center.

And click here to learn more about outsourcing companies characteristics.

Who can help me in setting up a center?

Wingo Starr Group is experienced in this area. Contact Wingo Starr for a fast and easy advice on this matter.

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