Call center, administrative, and management.
A call center is an administrative and management call center that uses the telephone channel as a medium. Here, the trained staff makes or receives customer calls for a partner company.
The objective of a call center is to receive or send calls, to establish exclusive and direct attention between the user and the telemarketer (worker). Among the main functions of these are the sale of products, support, assistance, or surveys.
There are companies dedicated to call center work, which allow other companies to subcontract their service to carry out these tasks.
The functions of a call center can be varied: sell a product, carry out a survey, offer a service, receive calls to answer questions, take orders, register claims, among others.
Some call centers can even carry out both functions, that of receiving and making calls.
In short, the function of a call center should be determined by the company, but in general, this consists of establishing communication with customers, suppliers, or business partners.
The main characteristics of a call center are the following:
Currently, there are different types of call centers. The existing call centers are of the incoming, outgoing, and virtual type.
Also known as inbound, it is the most popular type of customer service on the market. Through this system, it is the customer who makes the call.
This call center provides support that helps companies assist their customers, to clear up their concerns about a service or product. At the same time, it helps generate new customers.
Also known as outbound, it is the type of customer service where the company is the one that makes the call from a call center.
Companies often use it to conduct surveys, advertising, sales, meeting schedules or to communicate some information to the client.
This type of call center is one of the most innovative in the market since it is in tune with the arrival of the internet. It is a real-time chat from the companies website or via email. It is also known as a contact center.
Below we propose some real examples of call center systems.
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