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Introduction to Call Center Services

Jun 11, 2008
Technology is what makes the world go round today. It is the factor for the exponential growth of markets, industries, companies, and products. Technology is what eases the lives of people, and, ironically, it is also what causes us considerable pain.

If you have ever broken a TV, a VCR, or if you have experienced not being able to figure out how to get out of a certain buggy computer program, then you may have experienced feeling helpless and at your wits' end. You may have turned to checking your machine's box for information on how to fix your mess. What? The instructions are cryptic too? Oh no!

And then you spot that unassuming little string of numbers in an unnoticed spot on the box or manual of your gadget. You've hit pay dirt: you now have the contact number of your product's customer service help desk. And so to make the long story short, a nice, patient gentleman or lady greets you and helps you back into sanity.

This is an average consumer's mundane encounter with customer service as routed to a call center. While you can always complain at the office of the service you subscribed to or the product you bought, let's face it, most of us would rather stay home and call someone than drive all the way, only to be frustrated all the more. With calling customer service, even if you get angry and throw a temper tantrum, at least no one would see the smoke coming out your ears.

You may not realize it, but a call center may well be a cornerstone of your life as a consumer. When you need to pay your bills, when you need help with the services you are subscribed to, when your gadgets go haywire, when you make a call with a plea for someone to assist you, you are actually accessing a call center.

Call center agents make your life easier by helping you through your technical and service messes, but they do so much more aside from that. Beyond the technical support, the help or complaints desk, the billing service, call centers play a more important role in the dynamics of consumer satisfaction, and even sales, beyond what you can imagine. Call centers actually have several other services that encompass all consumer needs that the world's industries have been able to identify so far. This chapter will help you get familiar with the basics of call centers, the types of call centers, and other rudiments that will answer the question "What".

So join us, as we take you through the world of the call center, contact center, virtual call center, and its variations.
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