Call center - What is it? types, characteristics, examples, and more

Call center - What is it? types, characteristics, examples, and more
Posted on 05-03-2022

call center

Call center, administrative, and management.

What is a call center?

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.

Functions of a call center

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.

Characteristics of a call center

The main characteristics of a call center are the following:

  • It provides companies with a centralized telephone service.
  • Establish mutually beneficial relationships for the user and the company.
  • It handles large volumes of incoming and outgoing calls, going to and from customers.
  • Provides support for the day-to-day operations of the entity.
  • They are an integrated telephone system.
  • The personnel in charge of answering the calls is called the operator or teleoperator.
  • It is used to reduce costs by using it as the main means of support for users.

Types of call centers

Currently, there are different types of call centers. The existing call centers are of the incoming, outgoing, and virtual type. 

Starters

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.

outgoing

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.

virtual

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.

call center examples

Below we propose some real examples of call center systems.

  • The customer service of a banking entity is operated through a call center.
  • The customer support service through online chat of a certain company is operated through a call center.
  • There are certain marketing companies that offer advertising services through calls, operated in a center such as these.
  • Many companies choose to outsource customer service and support via telephone to external call centers.

 

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