Call Center is defined as a system that accepts incoming calls to a site, ensures that those calls are sent to the proper destination within the site, and manages database records on call activity and distribution. The call center can be used, for example, at a help desk, an inside sales department or a customer service center. A telephone call center typically manages collections of telephone extensions that are linked to a centralized database.
Typically, a call center is created to handle an otherwise unmanageable volume of communications to screen calls and messages, and forward them to someone qualified to handle them, and lastly, to measure effectiveness. Call centers are typically used by any organization with a high volume on incoming sales, service or support transactions.
The Call Center recognizes incoming calls and routes them according to a pre-defined set of rules. Additionally, the Call Center will play announcements to encourage the caller to wait for the next available operator. Most Call Centers also record statistical information about the call that can be retrieved real-time or via a historical report. You can call any airline or travel agency to hear a typical, albeit sophisticated, Call Center. |
