Call Center Era

Imagine the days when you used to buy a product and something goes wrong. You take it back to the shop you purchased it from and if everything found genuine, the shopkeeper would start following the long procedure of replacing it. Gone are those days!! Now, you buy something and you find something wrong, all you need to do is to pick up the phone and call the help center of the company. Within a matter of few minds, the replacement would be placed. This is the call center era.

A call center is a centralized office that receives calls from everywhere in the world and handles bulk requests over the phone.

Types of Call Centers:

There are two types of call centers, Inbound and Outbound. An inbound call center is one that is setup by a company to handle any incoming requests from its customers related to sales, pre-sales or after sales service.

An outbound call center is setup basically for marketing purpose. From there, calls are made to various prospective buyers of a product and they are told the benefits of a product in order to enhance sales.

Employees working in a call center are called agents. Their job is to receive incoming calls in case of inbound and making outgoing sales calls in case of outbound call centers. They typically have a computer setup with a phone and loads of software tools to help them assist the customers better.

Outsourcing

The concept of call centers exists in developed countries for long time but in it has started in developing countries in early 2000. In developing countries, it basically came in as a result of outsourcing from developed countries. Outsourcing is the process of off shoring back office job of your business to another low cost location in order to save cost. India is one such country which got hugely benefited from outsourcing. The country saw a big boom in its IT business because of this in early 2000’s. It started with outsourcing of non-technical back office jobs but now India has become one of the major force in IT industry with lots of RnD setup existing.

Infrastructure

Even though call centers are setup in some part of the world, they still need to cater to the requirement coming from across the world. This requires a huge setup in terms of infrastructure. One need to have a sound combination of Physical hardware’s like computers, phones, satellite system and Software’s. One of the most basic requirement is to have the ability to dial international calls. You need to have a very good internet connection as well as without which, it is impossible to run the business.

Conclusion

With the advent of outsourcing, call centers have become a major business to earn money in developing countries. It provides employment to a major chunk of people working in IT industry.

For the consumers, the life has become easy. For every product they buy, they know whom and where to contact for any issues.

Certainly, call centers have evolved as a major boom for the business these days.See here for more info about Phone Numbers at http://interpremium.net.

It is the determination and an effort that is required along with the talent of the individual.