Call Center – Providing Efficient Customer Service

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Often times, when you have questions or problems regarding a product or service, you call a customer service number and representatives would be answering to your needs. These representatives are found in a call center.

A callcenter is an office staffed with representatives or what they call “call center agents” that receive or make the calls. It is equipped with computers and often, the calls are distributed automatically to the representatives. There are two types of service a call center provides, an inbound and an outbound call. Some may offer both services but most tend to focus only on either of the two.

An inbound call is a call wherein the representatives receive the calls from the customers. Inbound calls are for information inquiries, customer care support, and technical help. Since customers are important in every company, it is best to have this link between a company and a customer to be able to provide better service and fulfill the needs of the customers. Companies provide toll free numbers for customers to call anytime they feel the need to without hesitations. Inbound call are also used by tutorial centers or learning services.

The outbound services provided by a call center are those that make the calls to customers or potential customers for telemarketing, clientele, product services, product advertisements, advisories, sales verification, surveys, or even debt collection.

Some companies choose to outsource an external company to handle all the calls and to be able to connect to customers easily. A call center helps to boost revenues or sales of companies and having an external call center for a company lessens the company’s expenses and maintenance. Companies that need a call center for their daily functions include banks, mail order catalogue retailers, large airlines, travel agencies, mutual funds, and manufacturing companies. Some large companies generally have their own customer care services while others prefer outsourcing. For banks, customers may inquire about account numbers or balances while for travel agencies and airlines, schedule of trips and other inquiries may be done through calling.

A call center hires agents who are knowledgeable, have the skills and ability for the job and those related to it. Basic requirements are computer literacy, English language fluency, speaks clearly and articulately and patience. Most outsourcing call centers are located in the Philippines and India and the service may be international or local.

As the call center industry booms, competition among them increases, thus they aim to make their services better than others. Some competitive call centers not only use English as their main language but also many other languages. In this way, better service is provided and they are able to fulfill the needs of the customers well.

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