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The call-center business is one of the fastest growing businesses today. This business is of two kinds—international and domestic—both of which differ in terms of the infrastructure requirements. We had the opportunity to see a domestic call center, and how it actually works. Here’s a visual walkthrough of the same.
A domestic call center can be of three kinds—inbound, outbound, or both. Inbound can only receive calls, as in a helpdesk service, outbound can make calls such as in doing promotional activities, or telemarketing. The third one is a mix of the first two.
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The heart of a call center is a database containing profiles of all the customers and companies that the call center is handling. This helps call-center executives in their daily calling routines. |
The other major component of a call center is the telephone infrastructure. An international call center needs an IPLC (International Private Leased Circuit), while a domestic one could have a single inbound hunting number, a toll free number, and Wireless Local Loop circuit. |
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A Call center has the call-center manager on top, below whom are team leaders, who in turn are responsible for their team members. Each executive can effectively handle up to 100 calls a day. The equipment for making calls comprises a special noise reduction hands-free headset and dialer. Another important part of call centers is CRM software. This helps the call-center executives keep track of calls made and responses |
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Anil Chopra with inputs from Mr KJ Singh of gotocustomer.com
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