SAN ROQUE NATIONAL HIGH SCHOOL

San Roque, Macrohon, Southern Leyte

WHAT IS A CONTACT CENTER?

 is a central point from which all customer interactions across various channels are
managed.
 their primary purpose is to provide customers with efficient and effective technical
support, customer service and sales assistance.
 caters to the growing importance of providing omnichannel (multichannel) customer
support (channels include phone support, email, live chat, social media, forums, self-
service knowledge bases, etc.)

WHAT ARE THE DIFFERENT TYPES OF CONTACT CENTERS?

 Call centers
 Contact centers
 Inbound centers
 Outbound centers
 Cloud-based centers
 On-premise centers
 Multichannel centers
 Omnichannel centers

WHAT IS A CALL CENTER?

 an office equipped to handle a large volume of telephone calls for an organization

especially for taking orders or for providing customer service.
 is a centralized department to which phone calls from current and potential customers
are directed.
 can handle inbound/outbound calls and be located either within a company or
outsourced to another company that specializes in handling calls.

TYPES OF CALL CENTERS:

Services fall into 4 basic categories:

 INBOUND- we TAKE the calls for you.

 OUTBOUND- we MAKE the calls for you.
 AUTOMATED (Electronic) – we AUTOMATE processes for you.
 BUSINESS PROCESS OUTSOURCING (BPO) – you DELEGATE the business
process to us.
 TLE 9

CONTACT CENTER SERVICES

November 27, 2020

Name:_______________________ Score:______________

Year & Section:____________

I. MODIFIED TRUE OR FALSE:

Direction: On the space provided, write True if the statement is correct. On the
contrary, write False and cross out the word that makes the statement incorrect.

________1. Contact centers deal with customer services.

________2. Inbound call centers are the ones who make calls.

________3. Outbound takes the call for the customers.

________4. Call centers handle small volume of telephone calls.

________5. Contact centers cater live chats.

II. ENUMERATION:

State the different types of Contact Centers.

1.

2.

3.

4.

5.