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Call Center

 

Call centers as its name suggest is a center to receive and make calls. It acts as a hubwhere each call is processed and handled carefully. Call centers provide a range of services to organizations and customers, for example, handling orders, complaints, providing technical support to customers, etc. The use of call centers is increasing as businesses expand and their products and services become more complex.

 

Call center uses many technologies to connect customer and the business, to provide better customer service. Nowadays, the call center provides many services like pre-sales, sales, and customers support, as well as many other services. Nowadays, the terms “call center” and “contact center” are used interchangeably, but the fact is that they differ. 

 

Through centralized office workers can be controlled and managed by a very small team of managers and support staff. Not only this, but managers are also supported with the latest computer technology that manages and monitors the performance and activities of the agents. This comes under personnel management and plays a vital role.

 

Call center uses many technologies which help them in proper functioning. There are many telecommunications and computer technologies like automatic call distribution (ACD), interactive voice response (IVR), computer telephony integration (CTI). These features offer many benefits to owners of all center. Now, the latest technology in the call center world is “virtual” call centers, also known as hosted or cloud-based call centers.

 

Call Centers can be classified on the basis of location, nature of call, ownership, technology, and type of service offered. Call Centers can be classified as Voice-based or Web-based call centers based on access media used.

 

In a voice-based call center telephone network (PSTN) is used, whereas in the case of a web-based call center the calls will will be processed using the Internet. The concept of call centers is nowgiving way to “contact centers”.

 

India’s call center industry accounts for a quarter of all software and services exports from the country and Indian call centers employ 350,000 professionals in 2015, and this number grows every year. (Source- Nasscom)

Interactive Call Center

Posted on June 15, 2020 by CallPhoneInfo

Call interactive services allow customers to get answers quickly, request information, participate in surveys, update accounts, and more. Such service helps in saving the money by minimizing the calls that Continue Reading →

Posted in Call Center

Web Based Call Center

Posted on April 15, 2020 by CallPhoneInfo

Web-based call center is a call center that uses Internet to process, perform or receive calls and use other digital communication channels. In most cases, this term means cloud-based call Continue Reading →

Posted in Call Center

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VoIP (voice over Internet protocol) is a technology for transmitting media data in real time using the TCP/IP family of protocols. In other words, it is a technology that allows you to perform phone calls via the Internet by using your PC. IP telephony is a communication system in which an analog audio signal of a subscriber is sampled (encoded into digital form), compressed, and sent via digital communication channels to receiver, where the reverse operation is performed - decompression, decoding, and reproduction of the analog signal.

A call-center is a division of a company or a separate organization that provides services for handling incoming and outgoing customer calls. In fact, it is a link in the sales funnel, which provides feedback to the customer of the brand's products. In addition, an extended version of the call center also includes services for conducting social surveys, various polls, promotions, and customer support.

Customer Relationship Management (CRM) is a term that includes two meanings. First of all, it is about all processes regarding managing, storing, collecting, and updating customer information about all interactions with your company, customer persona, personal data, preferences, feedback reviews, and so on. The second and the most popular meaning is about CRM systems - specific software that is used to collect and store customer data and use it for further customer interactions.

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