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Call Center  
 
 

Call Center is a virtual place where the customer’s calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward those to someone qualified to handle them, and to log calls. A call center is operated through an extensive open workspace for call center agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations.

A call center is operated by a company to administer incoming product support or information inquiries from consumers. Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services. Call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone.


Some Call Center Models

Contact center – Supports interaction with customers over a variety of media, including but not necessarily limited to telephony, e-mail and internet chat.


Inbound call center - calls initiated by the customer.


Outbound call center - One in which call center agents make outbound calls to customers or sales leads.


Blended call center - Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of agent time as each type of agent (inbound or outbound) can handle the overflow of the other.


Telephone answering service - A more personalized version of the call center, where agents get to know more about their customers and their callers.


 

Call center classified in many ways

1. Inbound & Outbound

2. Technical & Non-technical

3. In source (captive) & Outsource

4. Domestic & International

5. Voice & Non-voice

 

Some Skills and Knowledge

1. Very good command over English language is the main skill required.

2. Computer literacy and Typing skill.

3. Knowledge of consumer behavior.

4. Good communication and listening skills are important.

 

Employment

Minimum Qualification is required for this call center job. Graduates in this field are employed in BPO, Industries, Software firms which give support, all mobile Networks like (Airtel, Idea, Vodafone, and Tata DoCoMo) and also in Manufacturing companies, Private and Public Sectors, also hire graduates for telephone support. Graduates work as Customer Service Representative, Customer Assistant, Sales Consultant, Leveraged Account Representative, Service Representative, Senior Consultant, Sales Associate, Technical Support, Telesales Representative, and Communication Sales Representative.

 
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