A call center is a centralized office used for receiving as well as transmitting calls for a large number of calls through telephone. It is operated by company to transmit customer support or inquiries from customers. In addition to receiving calls of customers it also deals of handling faxes, email, live chat at one location is called as contact center.
A call center is often operated by call agents with workstation that includes a computer, telephone, headset to receive calls of the clients. It is also called as customer interaction center or Business Process Outsourcing. Today, customers contact at call centre by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging.
In telemarketing different technologies are used like speech recognition software. The speech recognition software is that software to allow computers to handle first level of customer support and natural language processing to allow better customer handling. Some other technologies used in call centre are:
1 . Virtual call centre technology: In a virtual call center model, the call centers operator does not own, operate or host the equipment that the call center runs on. Instead, they subscribe to a service for a monthly or annual fee with a service provider that hosts the call center telephony equipment in their own data center. It allows people to work from home.
2 . Premium Call centre Technology: The call centre has been developed on PBX equipment that is owned and hosted by the call center operator.
There are two types of call center. Inbound as well as outbound call centre are two types of call centre. The inbound call centre is that centre in which calls are made by the customer to gather information or it can be ask for help. Outgoing call centre is that centre in which company persons calls to customers to sell the newly launched product. The call can be from insurance company etc to tell customers about new plan.
A telemarketing staff is often organized into steps. The first level consists of receiving calls of customers that direct tells the appropriate inquiries to customer. If the customer needs more help then the call is forwarded to its second group where most issues can be resolved. Last type of handling calls of customer includes technical staff. In a call centre they have given the specified time for one call and how many calls a person has made as well as team has made. The telemarketing is divided into 2 parts as Business to
business. as well as Business to customer.
The telemarketing is subdivided into parts as:
1. Lead generation: In Lead generation the information is collected.
2. Sales: It is that in which to sell some product.
3. Inbound. In inbound customers calls to call centre person to ask some query.
4. Outbound. It is a process in which the telemarketing departments call to clients to sell some product.