A call center is a centralized office of a company that answers inbound telephone calls from the customers or handles outbound calls on behalf of the company. It also responds to queries by way of faxes, internet chat and e-mails.
Call centers have become the integral part of almost all-major businesses worldwide. Majority of businesses uses call centers to provide standardized and uniform services to consumers and through which, they make a consistent effort to interact with their customers. Some businesses even service internal functions through call centers that act as help desks and sales support centers. Call centers operates as customer interaction center for meeting customer needs in real-time.
There are mainly two types of call centers-inbound and outbound. An inbound call center takes incoming calls and outbound call center makes calls to outside parties. There are also blended call centers where the agents perform both functions.
Call centers provide both inbound and outbound services-call handling services that include customer support, operator services, directory assistance, credit services, inbound and outbound telemarketing and web-based services.
