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.
Or continue below to get to know the call center checklist.
Why do we have call centers?
What are the required resources?
Call Center Agents
Call Center Technology
What solutions and calls are managed by a call center?
- An offer or product promotion
- To upgrade a product or service
- To solve an issue
- To do a survey
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.
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.
Customer Experience and Satisfaction
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.
Why should the call center be outsourced?
There are many reasons why call centers should be outsourced, mainly related to costs and headcount issues.
Gordon Lee Kok Fook is the Customer Fulfillment Director at Wingo Starr Group based In Kuala Lumpur. He works together with clients to tailor make the outsourcing programs they need.