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Understanding How a Call Center Works

by: soniaroody on Date: Tue, 12 Apr 2011 Time: 5:33 PM

Presently, the call center industry is contributing millions of dollars to the global economy. The boom of the BPO business has enticed entrepreneurs to invest in the field. Hence, more call center firms are established to respond to the growing number of companies that need assistance in customer relations. They operate across borders by putting up multinational offices in different parts of the world. The biggest call center firms have their offices in the United States, Europe, India, and China.

Call centers help companies maintain a constant and effective communication channel with clients. Majority of their employees hold the position of customer representatives, help desk officers, and e-commerce assistants. These specialists monitor communication lines, answer calls, make outbound calls, reply to digital correspondence, and develop contacts in new markets for their client companies. The primary responsibility of a call center agent is to entertain consumer responses and complaints over the phone, via chat, and through email.

Customer service representatives and help desk officers answer inbound calls transferred from the automatic call distribution equipment. They assist customers in troubleshooting problems with appliances and devices like TVs and computers. They also listen to concerns and complaints regarding the newly bought equipment. They record and keep track of feedback and comments about their client company’s products and services.

Sales and collections officers in a call center make outbound calls to potential customers. Sales officers or telemarketers convince people to purchase products and services by offering limited edition promos and programs. In most cases, telemarketers have a sales quota that they are expected to meet at the end of the day or week. This enables call center firms to create million-dollar transactions through telemarketing.

Call center collections officers, on the other hand, contact customers to follow-up on outstanding debts and credits. Oftentimes, they work on accounts involving credit card companies and banks. Their task is to update clients on the current status of credit accounts and collect a certain sum of debt payments for their client companies.

The operations in a call center are not limited to phone calls. There are also software programmers who help clients integrate sales and marketing campaigns in e-commerce.

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