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A Call Center is a centralized department that handles customer queries, conducts survey research or provides customer support on a large scale using customer call center agents. Call centers handle a huge portion of customer interactions for brands all over the world.
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These are some reasons as to why an organization may set up a call center:
This type of call center specialises in outbound calls. In these centers, agents make calls instead of receiving them. Examples of outbound calls are sales or marketing calls, and fundraising requests. There are also certain organizations that choose to welcome new customers with a “welcome call”, where agents provide the customer with information about the organizations and the products/services they offer.
Key performance indicators of outbound call centers include number of calls made and answer rate.
Virtual, or “cloud-based” call centers combine the services of inbound and outbound call centers using certain advanced features. Virtual call centers are easy to set up, can be operated from anywhere, and can be integrated with other existing tools such as a sales support system.
Call centers need to ensure all the customer queries are handled efficiently. Here is the list of must have features for smooth functioning of call center,
The following are some key performance indicators (KPIs) of call centers:
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