A call center is an umbrella term that refers to reservations centers, help
desks, information lines or customer service centers, regardless of how they
are organized or what types of transactions they handle. In its most
sophisticated form, the term refers to a voice operations environment that
provides a full range of high-volume, inbound or outbound call-handling
services, including customer support, operator services, directory assistance,
multilingual customer support, credit services, card services, inbound and
outbound telemarketing, interactive voice response and web-based services. |
The term call center can be misleading, as the transactions may be more
involved than simple 'calls,' and a 'center' may not accurately represent the
potentially complex, multi-site environment.
If you want to totally dominate your industry sector, slay the competition and give your clients the best possible service, it is essential that every call is answered efficiently and quickly. Efficiency is the main reason businesses take so many efforts utilizing tools such as IT Asset Management software and other data/call monitoring tools to keep efficient track of their employees.
If you’re frustrated, with the number of calls you're missing, or you're sick
of clients not getting through and going to your competitors, this free report
is for YOU.
Business is difficult enough - you don't need engaged tones - you don't need
delays before answering - no more "can I put you on hold, I'm speaking with a
more important client" - and certainly no answering machines!
What do you think of a company when you call them and they take an age to
answer or you get put on hold or, worse, they're engaged?
Your company would definitely benefit from every call being answered
immediately, professionally and courteously in your company name and the
caller dealt with as though they were calling direct into your premises?
I was in the same position - my company was growing, but I was missing calls -
either I was on the phone already, or out of the office.
Then I read in the Sunday Times that most successful business people don't
actually answer the phone as it is a distraction anyway from the job in hand.
Now I couldn't ignore the calls, of course, but what could I do to make my job
easier and my business more successful?
I'd heard about Call centers, but didn't realise that they were available for
"one man bands" like me.
Most of the call centers in India are equipped with a capacity of 7,500
workstations on a three-shift basis. Each of the larger call centers employ
approximately over 5000 people. There are other smaller call centers, which
employ fewer people.
However, the call centers in India are beginning to realize the motto of
‘Health is Wealth’, which has been recommended by Call Center Consultants in
India. A lot of Indian Call Centers are now taking this quip seriously. A
large number of call centers are undergoing a series of Art of Living
sessions, practice yoga lessons, aromatherapy sessions, acupressure sessions
for their employees.
These sessions are recommended by Consultants as they work on highlighting
physical, mental and spiritual aspects of employee health and improve work
environment. Consultants recommend the Call Center Industry to turn to
spirituality and “wellness” programs to ease workplace pressure and create
better work environment.
The Call Center Consultants recommend that these activities are an extension
of company strategy of creating harmony and balance around work-life. It
sought to empower the employee individually and also be a better professional.
They agree that it would certainly help to improve work culture and
environment in the Call Center industry in the long run