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Technology and Organization of Call Centers

Jan 20, 2008
Contact centers do not only use the computer and the telephone in conducting their day-to-day affairs. Rather, they make use different technologies in ensuring that the customers enjoy the best kind of service there is. For example, the computer and the telephone has to be integrated, hence, there should be a program handling that. In addition, the options available when a customer calls a number have to be programmed through the interactive voice response system.

These technologies make it easier for both customers and customer service officers deal with their tasks. The patents to the technologies being used in different call centers have been licensed to a number of companies worldwide such as Citigroup, Convergys, AT&T, and IBM among others.

There are essentially two types of calls in contact centers. The first one is inbound, which means that customers call the number of the customer service of the company. This is usually done by the customer to report any problem, to report any untoward incident regarding the product or service, to request for information such as balance, or generally to ask for help regarding the product or service.

The second type of calls in contact centers are outbound, which means that the call center agents make the calls to the customers for the purpose of informing the customers about latest promotions and products and services being offered. The primary intention is to sell these products and services.

Call centers in the Philippines and elsewhere in the world are organized into different levels to handle customer concerns according to their complexities and difficulties. The first level usually consists of operators who talk to the customers, ask them about their concerns and transfer them to the appropriate department. In most cases, operators are able to provide the most basic information and help the customers with concerns with minimum complexity.

If the first level agent is not able to resolve the concern of the customer, then the latter is directed to a second-level agent with a higher level of technical proficiency and knowledge. Most issues can be resolved at this level. If, for some reasons, however, the problem is not yet resolved, a third level still exists for highly technical matters such as product engineers, developers and technical support agents.

In the case of customer service, however, there are also supervisors standing by at the floor to deal with customers that complain about the products and services. In addition to a complaints team that specifically deals with difficult issues, the supervisors on the floor can provide assistance to first level customer service agents that may be having difficulty in resolving the issues of the customers.

Through this efficient manner of organization, contact centers maximize the technologies available to them in dealing with the concerns of the customers. Phone and computer integration are very important in customer service so that all the systems work smoothly for the customer. This is the model being followed by call centers in the Philippines. Through the integration of technology and the provision of excellent customer service, they help customers all over the world make use of their products more effectively.
About the Author
James Stinson is Owner and Founder of Global Sky Inc. He employs a team of 50 in a high quality call center facility based in the Philippines. For more info on outsourcing your project visit: http://www.global-sky.com
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