Call Center Services |
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By: Ira Spere Posted: 2006-09-19 22:39:22 |
| Large corporate entities like insurance companies, banks, multinational companies, financial institutions, stocks and shares brokers, mutual funds, and others usually have a widespread customer base spanning across the globe. Huge volumes of inquiries and other telephone calls from their customers flood their offices during business hours. Answering these calls requires an effort of manpower and resources that departmental representatives often are unable to provide and still perform the other tasks involved with their positions. Many companies have turned to setting up specialized branches in their offices to deal with the massive amount of telephone calls received during the course of a normal business day. This branch is called a call center and comprises a whole area of business known as Call Center Services.The backbone of call center services is a staff of telephone operators with computerized access to complete account information for all customers. This tremendous amount of data is easily accessible to the call center services representative through a few mouse clicks. Sophisticated technologies such as Computer Telephony Integration (CTI), Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) synchronize the database account information with the caller within seconds of answering. These processes line up the caller’s information with the customer service specialist’s workstation answering the call. However, even before the customer speaks with an operator, customers are enabled with access to their account information and many answers to their questions even before they speak with a call center agent. Callers can often bypass speaking with a live operator altogether. Should they wish to speak with call center representative, their agent has complete access to the information that he or she needs to quickly answer the callers’ questions. This telephone experience is designed to replicate an actual visit to a physical location.Call center staffers have centralized telecommunications equipment at their disposal to monitor and route customer inquiries to an appropriate specialist. Calls are transferred with the assistance of call routing software in addition to the use of Voice over Internet Protocol (VoIP) technology to the correct representative who can answer the caller’s questions by referring to the database in their computer.Call center service locations, especially those hosted by international companies, often answer calls 24 hours a day, 7 days a week, including holidays. Global companies stagger their staff shifts according to the time zones their customers are calling from. For example, during daylight hours in North America, a call center staff in India works an overnight shift to answer the normal business day calls from customers calling from the United States and Canada. Whenever the customer needs specialized care, his business receives priority attention. |
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