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A call center is basically a service center, which is well equipped with adequate telecom facilities, Internet access and wide database. All these facilities are geared up in order to provide voice based or web based information. This is done to provide support to the customers who are either in the same country or as in most cases are placed abroad through trained personnel.
Almost all the business sectors have Call centers existing to service their requirements. Some of the most prominent sectors are banking, utilities, manufacturing, security, market research, pharmaceuticals, catalogue sales, order desk, customer service, technical queries (help desk), emergency dispatch, credit collections, food service, airline/hotel reservations etc. In fact due to the wide area of services that are provided by the call centers in India, there has been a creation of a number of lucrative careers, which provide a wide range of opportunities to the graduates in India.
Earlier call centers provided only services related to the voice based customer support. However, now most of the call centers have become more of a contact center which offers services ranging from voice based customer support as well as e mail response, web based text chat services and other customer interaction channels.
The services of the call centers can be inbound or outbound. Inbound services are those where in calls are received from customers enquiring about a service or product that an organization provides. On the other hand outbound services are those where in calls are made to customers to sell products or collect information/money etc.
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