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What is a call center?

A call center is centralized office where large volumes of requests are received and transmitted by telephone. A call center is a place set by a company to administer incoming product support or to answer the queries of the customers. It is a physical place where customers and telephone calls are handled by a BPO service provider usually with the help of computer automation. Typically, a call center has the capability of handling considerable volumes of calls, screen calls, forward them to qualified agent who can handle calls and log them.

Types of call center:

Call center are of two types, these are outbound call center and inbound call center

The other types of call center are web enabled call center, CRM (customer relationship management) call center, telemarketing call center and phone call center

What are the key responsibilities of outbound call center personnel?

• Make outgoing calls to prospective customers to promote product and services
• Update relevant information in the database as and when required
• The agent is expected to stick to the highest standard of quality and compliance.
• Be friendly and courteous to the customers.
• Make sales to the required target.

What are the key responsibilities of inbound call center personnel?

• Handle inbound calls relating to customer queries on a product or service.
• To offer customized services that are designed to meet the requirements of the business.
• To integrate customer care services.
• To understand the business, product and services
• Help in maximizing the efforts of direct marketing.

How does a call center function?

A typical call center functions in the following way, a caller dials a toll free number that is connected to a customer support center. When the call reaches a call center, a trained call center agent answers the call and has access to wide database of information. The dedicated telecommunication links connects the remote call center to the parent organization through voice links and online database access. Therefore even if the caller may be calling a local US number but the calls will be diverted to an offshore BPO service provider.

What are the application areas of call center?

• Sales support
• Technical queries
• Database development
• Complaint handling
• Relationship and accounts management
• Lead generation and follow up
• Telemarketing
• Credit and billing
• Market research

How to start a call center?

Starting a call center is a complex, time consuming and expensive business. The steps to start a call center may vary depending on whether you want to start an in-house or outsourcing call center. Similarly the equipment and manpower requirement is also different for an inbound and outbound call center. Both large and medium sized companies are realizing the benefits of call center. Starting a call center of your can be a lucrative business. Here are some points to consider while starting a call center.

• Study the call center industry and select a location.
• Examine the four basic types of call center.
• Determine the process, permit and licenses required in order to comply with the rules and regulation of your area.
• Compare the prices of equipment such as Internet and telephone.
• Define the company’s strategy and methods that you will apply to measure the productivity, quality, customers and employee satisfaction.
• Create a business plan and outline the business goals, financial needs, staffing plan and logistics
• Choose a business mentor. There are experts who offer business advice to entrepreneurs, their advice can be beneficial.

Most of the in-house call center function as part of the business and provides services for that business. While an outsourcing call center is the one that provides BPO services to other companies. By knowing the basics of call center industry one can successfully venture into call center business. The next important goal is to follow the plan, improve it, expand it and fine-tune it.