WHAT IS A CALL CENTER? - Vinod M Shahani

                                                       CALL CENTER

The most simple and generally accepted definition of a "Call Center':

A program/platform to receive Inbound Calls or make Outbound calls, especially related to business calls. It can either be calls pertaining to B2B or B2C business, or could be as per the business requisites of various companies/organizations. Call Centers could be Customer Service / Sales / IT etc. oriented, and it primarily focuses on to generate Revenue for the company through Product/Service Sales plus Customer Service.

It can also be functioning to engage in Product Development or Service:

• By capturing the feedback of the customers
• Solve or rectify the ongoing Product/Service issues faced by customers on regular basis.
• Establish a Clientele for consistent business.
• Promote the Brand.
• Generate Leads for future business.
• Keep-up with the existing competition in the market regionally/globally.
• Optimizing the company's website whenever the need arises.
• Embrace & implement up-to-date with advanced technology available.

Perhaps, the list may never seem to finish, however, Call Center has really achieved great success in uplifting the scope of business globally to new heights. It has fulfilled in many ways in covering the gap between the actual company and the end user at the end of the day. For instance, the customers have been able to practice their customer rights with the accessibility to knowledge/information about the Product/Service and not only that but the customers are able to get an insight, communicate and even complaint as per the circumstance/situation.

What are the different types of Call Centers? How do I prepare for the Call Center interview?

Let's review it on the next article. 

Signing off for today.

Yours Sincerely

Vinod M Shahani