What Is Call Center? A call center is a centralized, in-house office utilized for taking or transmitting a huge volume of phone inquiries by phone. An outbound call center is run by an organization to administer queries or product/service support or advice from clients. It is sometimes also known as Customer Service Call Center or Customer Service, Call Centre (CSCC)
What Is the Main Services Offered by a Call Center? Call Center has various types of services depending on the location and nature of its operations. These main services include telemarketing, inbound and outbound call, live phone answering, and technical assistance or installations. Outbound call center, is the one that receives calls or requests for information and forwards them to the live operators. On the other hand, inbound call center receives and forwards calls to the live associates who will take the inquiry/problem and deal with it.
How Does a Call Center Operate? The structure of a typical call centre consists of several offices. Some centers are virtual, which means they have no physical office. Call centers can also be found in traditional offices, although these are few in number.
What Are the Types of Services Provided by a Call Center? There are various types of services offered by call centers. Some of the services are pre-recorded and supported by scripts. Other services are delivered by live operators.
What is Call Capture? This is one way of attracting customers and explaining services and products. Using the technique, a call center representative who is in-charge of a particular area of operations can encourage potential customers to take action by signing up or buying a product. A call capture service offers different kinds of incentives to attract customers to call. Some call centers offer prizes, free telephone numbers, free calling minutes, and so on.
What is Telemarketing? Telemarketing services involve sending unsolicited phone calls to prospective customers. They are also known as cold calling or promotional calling. In most countries, telemarketing is against the law. However, some companies violate this law by concentrating their efforts on customers who are too poor to complain.
What is Survey Call? Survey call centers help companies in conducting market research. They use recorded voice clips to collect information from callers. This information is then sent to the researchers. This information is valuable for the development of a company’s marketing strategies.
What is Call Center Monitoring? Call center monitoring is an important function of a call center. It is the ability to watch over the activities of call center agents. It involves constant assessment and evaluation of the call center performance to reveal any possible problems that need to be corrected or improved.
What are ACMP (Automated Correlated Positioning and Motion Management)? ACMP is a means of tracking call center performance. It is used to find out where agents are in real time and to identify problems that might be occurring. ACMP can tell if an agent is moving towards a certain problem or not. It is very important because it can help solve problems that may arise. It also helps agents find the problem faster and easier than agents could do it on their own.
What is ACPM (Advanced Call Management)? Advanced call management is a way of managing the call flow and identifying busy and idle calls. It is important for a call center to manage its calls efficiently because it is the main factor that affects productivity. Therefore, ACPM is important for call center agents.
What is ACNC (Automatic Call Correlated Network) ACNC is a system that provides agents with highly customized calling plans. It is designed specifically for agents to reduce costs and improve the quality of calls. It reduces agents’ workload by pre-authorizing certain calls. ACNC is especially useful for controlling multiple call routing setups and it makes it easier to monitor the activities of call center.
What is CACAP (Computer Acceptance Policy)? A CACAP is a type of metric that enables a call center to accept voice data from different sources and routes them based on pre-defined criteria. These are used primarily for outsourced call centers and telemarketing programs. A major advantage of CACAP is that it eliminates the need for manual approval and distribution. It also offers automatic data collection and reporting, which help in reducing redundancy, fraud and data entry. Lastly, it allows agents to use any appropriate hardware device to capture, route, forward and classify voice data.