Call Center

Posted by HR Key Functions Jun 9, 2011

A call center is an office designed to deal with a large volume of customer requests, e.g. sales, support, complaints. Call centers become very popular in today’s global businesses.

There are many different types of call centers. Some of them provide information regarding technical issues or banking accounts, you may check details regarding your contracts or bills, but mostly call centers provide technical assistance and support for private and business partners.

Despite the name “call center” you may contact an agent through Internet, e-mail or chat. Most companies provide chat and forums for common issues. First call resolution is a term used by the management to persuade their associates to resolve the issue or to handle a customer’s and solve their request just by the first call. Call center agents are taught to be good listeners, to summarize the information the customer says and to offer solutions.

In technical issues regarding notebooks, printers, servers, storage machines, software etc. First Call Resolution (FCR) is a myth. Remote support requires commitment both from customer and agent and long hours’ analytical thinking and database research. There are some known issues which appear in some variations and combinations of machines and software, however in most cases every new customer's request is an unique problem.

Some big companies hold online forums where experienced people provide information and support to others. You may attach screen shots, logs or other images that illustrate the errors you get on your screen. Those forums are used to analyze software and hardware issues and are very helpful to business partners. 

Popular outsourcing countries for call centers are the Philippines, India, Bangladesh in Asia, Czech Republic, Romania and Bulgaria in Europe and Brazil and Argentina in South America. Those countries offer good quality in terms of language, education, communication skills and political stability. 

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