Call Centre
A Call Centre is an customer service organization that handles a large volume of inbound and outbound telephone calls.
- Context:
- It can range from being an Inbound Call Center to being an Outbound Call Center.
- It can range from being a For-Profit Call Center to being an Non-Profit Call Center.
- It can (typically) be supported by Call Center Agents (typically human call center agents).
- …
- See: Customer Relationship Management, Telemarketing.
References
2023
- (Wikipedia, 2023) ⇒ https://en.wikipedia.org/wiki/Call_centre Retrieved:2023-10-4.
- A call centre ([or call center) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension to call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.
A call center was previously seen to be an open workspace for call center agents, with workstations that include a computer and display for each agent and connected to an inbound/outbound call management system, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputer/servers and LANs.
The contact center is a central point from which all customer contacts are managed. Through contact centers, valuable information can be routed to the appropriate people or systems, contacts can be tracked and data may be gathered. It is generally a part of the company's customer relationship management infrastructure. The majority of large companies use contact centers as a means of managing their customer interactions. These centers can be operated by either an in-house department responsible or outsourcing customer interaction to a third-party agency (known as Outsourcing Call Centres).
- A call centre ([or call center) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension to call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.
2023
- "ChatGPT provided better customer service than his staff. He fired them." In: Washington Post, 2023-10-03
- QUOTE: Artificial intelligence is rapidly changing the world of customer service and call centers. Developing economies worry they’ll face the brunt.
2023
- GBard
- A call center is a centralized office or department that handles a large volume of inbound and outbound telephone calls. Call centers are used by businesses of all sizes to provide customer service, sales support, and technical support.
Inbound call centers receive calls from customers who have questions, problems, or complaints. Outbound call centers make calls to customers to offer products or services, conduct surveys, or collect debts.
Call centers are typically equipped with specialized software and hardware to help agents manage calls efficiently. This may include automatic call distribution (ACD) systems, customer relationship management (CRM) software, and headsets.
- A call center is a centralized office or department that handles a large volume of inbound and outbound telephone calls. Call centers are used by businesses of all sizes to provide customer service, sales support, and technical support.