Basic Knowledge of Call Center Services
February 12, 2017
Call centers refers to a centralized office that is specifically meant for receiving as well as transmitting huge volume of phone calls for the purpose of business transactions. Outsourcing of services is largely used by the companies such as telemarketing, mail order catalogue retailers, utility companies and the other companies that are in need of support services for their customers.
There are wide ranges of services that can be availed from outbound and inbound call centers. Some of them include customer support service, Inbound service, order taking services, phone answering service, medical answering services, inquiry handling services as well as the other web enabled services. In addition to this the outbound services include appointment scheduling, information gathering services, lead generating services, market research services and debt collection services. By outsourcing you get benefited with large volumes of calls and that are screened and forwarded to the qualified experts.
Contact centers physically operate in an extensive work space. The executives have their personal work stations that are well equipped with all the required resources including the telephone set and the head set that is connected with the main telecom switch. Both the voice as well as data pathways are interconnected via set of technology that is known as integrated computer telephony. Different type of contact centers in India makes use of different technologies for serving their clients in the better possible manner.
Inbound services makes use of automatic call distribution here all the incoming calls are allocated to the executives in the order of their receiving. Most of the call centres follows call monitoring process in which the senior staff randomly monitors the calls of the executives for ensuring that they are following the guidelines that are meant of call taking. Many use of IVR (interactive Voice Response) technology. It helps to route the calls to the appropriate agent, this system obey the instruction that are programmed on it. With the help of IVR voice and dual-tone multi-frequency signaling keypad inputs can be easily detected. The outbound calls are basically meant for making sales.i.e. they are sales oriented. Call center executives make phone calls to the prospective customers for sales leads as well as market research.
In the present era of cut throat competition, outsourcing services are very crucial for the large business houses. Through outsourcing you get best of technologies and services that directly help you to earn maximum revenue. They not only help you to manage the core business processes but also take care of the non-core functions such as IT-help desk, up selling, cross selling, telemarketing and the customer oriented services. Most of the contact centers in India have world class infrastructure and the most advanced technology for serving the clients.