A call center is a working environment where group of people or a third-party organization handles a large number of calls, provides customer assistance and technical support, promotes product and services to consumers, processes sales and outsources services for businesses clients. Some corporations reduce costs by establishing call centers abroad and hiring qualified labors from the chosen nation.
Inbound Call Centers
In an inbound call center, the service representatives handle calls initiated by the customers, usually from a toll free number. Inbound call center services include customer care, order taking and processing, sales processing or direct response, lead generation, billing and payment support. Such centers can also support web-enabled services such as email support and live chat.
Outbound Call Centers
An outbound call center is where call center agents or service representatives make calls to the customers as directed by the company or clients. It is primarily for telemarketing, sales and product promotion. Other services are fund-raising, debt collection and processing, administering surveys and updating contact lists.
Virtual Call Centers
Virtual call centers are where the service representatives are not at a specific work stations in a building operated the company. Although the representatives are scattered geographically, they still provide the same services offered in typical call centers. This type of setup provides convenience to workers and saves the business time and money.
Phone Call Centers
Phone call centers operate through automated phone systems having Integrated Voice Response and voice broadcasting features. Automated phone systems use recorded voice prompts and menus to provide inbound and outbound services. Phone call centers are usually used by banks and telecommunication companies for customers' billing inquiries and other numerical information.