Call centre

Police contact centre 1970

callcentre

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Call centre

A call centre (British English) or call center (American English) is a centralized office used for receiving or transmitting a large volume of inquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information inquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection, and market research. A contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about the company is routed to appropriate people, contacts to be tracked, and data to be gathered. It is generally a part of a company's customer relationship management (CRM).

History

The concept of a call centre dates back to the 1960s with the advent of Private Branch Exchange (PBX) systems, which allowed companies to manage large volumes of calls. The term "call centre" was first used in the 1980s, and the industry has grown significantly since then, especially with the rise of outsourcing in the 1990s.

Types of Call Centres

Call centres can be categorized into several types based on their function and the nature of their operations:

• Inbound Call Centres: These handle incoming calls from customers. They are primarily focused on customer service, technical support, and handling inquiries.
• Outbound Call Centres: These make outgoing calls to customers. They are often used for telemarketing, sales, and conducting surveys.
• Blended Call Centres: These handle both inbound and outbound calls, providing a mix of customer service and sales functions.

Technology

Call centres rely on a variety of technologies to manage and route calls efficiently. Some of the key technologies include:

• Automatic Call Distributor (ACD): A system that routes incoming calls to the most appropriate agent based on predefined criteria.
• Interactive Voice Response (IVR): An automated system that interacts with callers, gathers information, and routes calls to the appropriate recipient.
• Computer Telephony Integration (CTI): Technology that allows interactions on a telephone and a computer to be integrated or coordinated.
• Workforce Management (WFM): Software that helps in forecasting call volumes, scheduling staff, and managing day-to-day operations.

Work Environment

Call centres can be stressful environments due to the high volume of calls and the need for quick resolution of customer issues. Agents often work in shifts, and the work can be repetitive. However, call centres also offer opportunities for career advancement and skill development.

Challenges

Call centres face several challenges, including high employee turnover, maintaining service quality, and managing customer expectations. The rise of digital communication channels such as email, social media, and live chat has also added complexity to call centre operations.

Future Trends

The future of call centres is likely to be shaped by advancements in artificial intelligence (AI) and machine learning. These technologies can help automate routine tasks, provide predictive analytics, and enhance customer interactions. Additionally, the trend towards remote work and virtual call centres is expected to continue, driven by the need for flexibility and cost savings.

Related Pages

• Customer service
• Telemarketing
• Outsourcing
• Customer relationship management
• Interactive voice response
• Automatic call distributor
• Computer telephony integration