Call Centre

A call centre or call center is a centralised office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations and debt collection. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.

A call centre is operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).

A contact centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging.

Read more about Call CentreTechnology, Dynamics, Varieties, Criticism and Performance, Outsourced Bureau Contact Centres, Unionization, Standardisation, Mathematical Theory, Media Portrayals

Other articles related to "call centre, call centres, centre, call":

Customer Communications Management
... it can be made available to a company call centre or website ... Call centre users benefit from being able to engage a customer by seeing the document that the customer has in his hand ... This saves money in call centres speeding up call centre client query resolution times and meaning that call centres can handle more customers with fewer staff ...
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... The institution decided that the set-up of a call centre would improve its service and eventually its outreach ... that the clients were getting the best possible service, FMFI-S established a call centre to handle customer complaints customer queries or to get information to dormant clients or to people ... The call centre handles product issues including promotional campaigns ...
Metro Hall - History
... for a building adjacent to the SkyDome (now the Rogers Centre) ... contains other amenities such as a community centre and library ... city councillor Jack Layton, and was converted to a 3-1-1 call centre in 2007 ...
List Of Hollyoaks Characters (2009) - Sheila Buxton
... Occupation Manager Sheila Buxton, played by Jessica Hall, is the manager of a call centre in Hollyoaks village ... when Kris Fisher, Zak Ramsey, Sarah Barnes and Zoe Carpenter begin working at the local call centre ... In October 2009, Sheila takes a liking to Elliot Bevan, whom she hires to work in the centre, and they soon sleep together, before beginning a relationship ...
Call Centre - Media Portrayals
... Indian call centres have been the focus of at least two documentary films, the 2005 film Nalini by Day, Nancy by Night and the 2006 film Bombay Calling ... entities) an officer tries to place a call back home through commercial network, but fails to get through the typical Indian call center, mainly due to ...

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