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What is a Call Center?

Jan 24, 2008
When you call queries about any product such as soap, food, or when you want to check your phone or credit card balance or even make a complaint about a service you received, your call will be directed to a contact center, which most likely will be located in the Philippines or another country providing such kind of services. But what are call centers really?

To put it simply, a call center is a place that houses a number of employees for the purpose of providing customer service over the phone. The services the employees provide may be trouble shooting product problems or addressing complaints and grievances or simply answering questions about products and services.

A call center is established by a company essentially to provide different kinds of support and give important information to their customers concerning the companys products and services. There are different kinds of calls being made or received in a call center. Outgoing calls are usually made for the purposes of marketing products and services over the phone. In addition, the collection of credit card and other types of debts are also made in a call center.

A call center may house, not only phone customer service officers. When the center also employs people who take charge of responding to letters via snail mail and email as well as with faxes, then it is called a contact center.

When you visit a call center office, you will see a wide space inside the building filled with computers and workstations divided into cubicles. Each cubicle has a telephone and desktop computer. The agent working in each cubicle is armed with the usual headset and microphone connected to the phone. The phone is in turn connected to the computer as the phone also generates important data that will help the agent perform his or her job. The phones and the computers are connected in a network. Thankfully, computer telephony integration technology has been developed. This technology puts together the best in telephone systems and the computer.

The call center is usually equipped with state of the art computer access and high-speed internet bundled with a phone line so that calls made in the home country are routed to a different country.
Increasingly, large businesses are no longer the only ones outsourcing their call centers. A number of medium-scale and even small-scale businesses are offshoring their call center services for the purposes of cost savings.

Usually, call center operations are centralized in order for the company to maximize its performance and generate labor cost savings. By centralizing operations, the business is also able to ensure that standards are followed and the processes followed for each customer are the same across the board.
To ensure that the level of customer service is excellent, quality control is established for call centers. This is also a way of ensuring that contact center agents are doing their job according to what has been agreed upon. Given the obvious benefits of offshoring contact center operations, more and more companies are outsourcing call centers to the Philippines.
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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