What is a call center?
Outbound Call
A call center is a centralized office used for the
purpose of receiving and transmitting a large volume
of requests by telephone. A call centre is operated by
a company to administer incoming product support or
information inquiries from consumers.
BPO Industry
Business process outsourcing (BPO) is the contracting
of non-primary business activities and functions to a
third-party provider. BPO services include payroll,
human resources (HR), accounting and customer/call
center relations. BPO is also known as information
technology enabled services (ITES).
Different Types of Services Being Offered By
BPO
Customer Support Services – It is on a 24/7 and
365 days basis like, customers calling to verify their
account status, customers calling to check their
reservation status etc.
Technical Support Services – Like customers
calling to understand how to dial up to their ISP,
customers calling with a problem with their software
or hardware.
Employee IT Help-desk Services - Our employee IT
help-desk services provide technical problem
resolution and support for corporate employees.
Telemarketing Services - It includes the outbound
calling services for the sales promotion.
Data Conversion Services - it includes Data
Conversion for databases, word processors,
spreadsheets, and many other standard and custom-
made software packages as per requirement.
Book Keeping and Accounting Services - These
services include the maintenance of various books
and ledgers of the firms.
Who works in a call center?
A call center or a CSR is the person who handles
incoming and outgoing customer calls for a business.
A call center agent might handle account inquiries,
customer complaints or support issues.
Other names for a call center agent include customer
service representative (CSR), contact center agent,
telephone sales or service representative (TSR),
attendant, associate, operator, account executive or
team member.
The Two Types of Call
An outbound call center is one in which call center
agents make outbound calls to customers on behalf of
a business or client. Calls made from the center can
include telemarketing, sales or fund-raising calls, as
well as calls for contact list updating, surveys or
verification services. Outbound calls include
Advisories, Sales Verification, Customer Services,
Surveys and it is usually the call center agent who
calls the client.
Inbound Call
An inbound call is one that a customer initiates to a
call center or contact center.
Inbound Calls include Inquiries, Technical Help,
Complaints as well as Customer service and in this
situation it is the client who calls the call center agent
Role and responsibilities of a call center agent
The job of a call center agent involves a variety of
responsibilities that ultimately help lead to greater
customer satisfaction. Some responsibilities include:
 managing inbound and/or outbound calls;
 following various communication scripts when
speaking to a caller;
 customer engagement;
 identifying customer needs, answering
questions and providing solutions/alternatives
to issues;
 up-selling products and services when
possible;
 building sustainable customer relationships;
 keeping records of all conversations organized;
 building product knowledge; and
 improving performance and hit goals.
Positive Attitude
 The advantages of a positive attitude are many,
some of which are:
 Better response by Customers
 Co-operative Customers
 Customers will be ready to accept alternative
solutions
 Positive attitude Increases loyalty in
Customers: If
 The right attitude creates a better impression
of your company in the minds of your
customers
The Power of Positive Attitude in Customer
Service
 Healthier work environment
 Improved performance – and career
opportunities
 Increased customer satisfaction