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Understanding How a Call Center Works
by: soniaroody on
Date: Tue, 12 Apr 2011 Time: 4:57 PM
The growth and development of the business process outsourcing industry (BPO) has enticed entrepreneurs to put up multinational BPO firms in different parts of the world. These firms respond to the customer care need of corporations by using their call center division to deal with clients.
The call center field is one of the most well-known aspects of the BPO industry. It is run by communication specialists who are skilled in conversing with different kinds of people. Managers in this division lead a team of call center agents. They teach the agents how to speak persuasively but politely, close transactions successfully, and troubleshoot problems effectively. In a nut shell, call center teams act as phone operators who speak with customers in an open network line.
How does a call center work? Call centers are divided into teams with diverse accounts of client companies. They answer the specific needs of callers depending on the account they are handling. Basically, all teams in a call center are trained in field specific-procedures regarding customer relations. For instance, a team of agents handling a credit card account is expected to receive calls, emails, and faxes from cardholders of a credit agency. Likewise, those who are handling a computer software account should expect inquiries and comments regarding the performance of the computer product.
A call center team is comprised of agents with distinct positions and jobs. Customer care representatives answer calls from customers with defective products on hand. Help desk operators fulfill similar functions as customer care executives, albeit they help customers detect and solve problems in dysfunctional gadgets. They are the technical assistance arm of the operation.
Moreover, there are software engineers and computer programmers who work on the website projects and campaigns of a call center company. They help integrate conventional business functions with effective e-commerce advocacies. They also maintain telecommunications facilities to keep up with new projects from clients.
A call center company follows a complex business structure with various departments and divisions. The heart of every corporation is customer care, putting effective customer relations at the fore of their business goals and objectives.
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