BASICS ON CALL CENTRES
BASICS ABOUT CALL CENTRE
n Call centers are voice or web based
n Either in bound or out bound where in calls are received from and made to the customer respectively
n Specialized in business processing, here calls are made from company to company.
n Areas addressed by call centers are sales support, reservations, bank accounts and telemarketing .
Inbound call centers
n In bound call centers provide support function that include inquiries or help desks for various segments.
n Most of the call centers are offering customer relationship management services that include support for
§ voice call center,
§ e-mail response,
§ web-based text services and
§ Backroom processing.
Out bound call centers
Out bound call centers provide services for customer contact, to interact with international clients either on the help- desk make collection calls which include market surveys information and telemarketing.
NON VOICED JOBS:
n Data entry
n This requires updating, organizing data base on various details of customers and clients.
n Transaction processing: Answering customers
n Queries, enquiries and responding to the complaints over the E-Mail.
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