Call center - is ... Functions and features of call center services
To provide advice to the public an enormous roleplays an organization called "call center." This is a very popular area for today. The main thing is to know all the features and nuances that only can concern such a unification. It is not that simple. After all, call centers have many destinations. What should I look for first?
Description
The call center is a place where employeeswork "on phones." More precisely, this is the place for processing calls. Here, people conduct informing clients (including potential ones) through voice communication channels and process incoming requests.
At the moment, call-centers have received hugeSpread. Without them, it is difficult to imagine most companies. This organization can be a separate company or be just a small "branch" of any corporation.
In order not to get confused, we can conclude: in call-centers they work with voice communication. In the process, various functions are performed. There are still contact centers. They, in addition to calls, work with Internet resources (e-mail, social networks, forms of feedback), faxes and regular mail.
The services
What can you get from this organization? What is her destiny? The answer is not as simple as it seems. After all, the services of the call center are diverse. It is difficult to single out only one area of activity. This is simply wrong.
Previously, the call center was intended to provideconsultations. But over time the range of services has expanded. Now it is possible to single out the following items among the main activities of such organizations:
- advising clients (current and potential);
- questioning;
- Coordination of companies with customers;
- informing about the actions / services of certain organizations;
- realization of sales;
- carrying out of advertising actions;
- execution of the "hot line" function;
- technical support of clients.
Huge demand began to use the so-calledtelemarketing. This is the implementation of telephone sales, that is, offering services to current or potential customers. Usually in this case, the call center is the organization that represents this or that product. It is promoted by the described association. Most often, large corporations have departments that perform the functions of call centers. It is very convenient.
What are they like?
What else should I pay attention to? Call-center is a multifunctional center for processing voice information. The main directions of its activities are already known. But now we need to understand what the call-centers are like. They can be completely different and use a variety of technologies to carry out their activities. You can select at the moment:
- corporate center;
- outsourcing association;
- home center.
Each item has its own distinctivefeatures. They help determine which type of processing of voice data to choose. What do these organizations include? What features do they have?
Outsourcing
Outsourcing call center is the place of processingvoice information of a separate corporation. Here, operators are trained, after which services are offered to various companies. In fact, such a center is an intermediary between the seller (corporation) and the organization.
Usually it consists of a large numbersubordinates, is directed to mass service. If the company simultaneously requires the work of 20 operators or more, it is advisable to contact an outsourcing call center. It is convenient and effective. In practice, such associations are very common, they are in great demand.
The number of the call center, if it is not"branch" of the corporation, can not be recognized. Operators are represented on behalf of the firm-employer. Therefore, sometimes there are complaints that the organization receives dissatisfied reports about molestation of companies.
Corporative
The next option of call centers is corporate. Under them, it is customary to understand the units that exist within an organization. Most often this model is used in small companies, where the work of a large number of operators is not required.
Usually such a center requires expenditure. Most of the money is spent on the purchase of equipment, as well as on staff training. It is recommended to create corporate call centers when you need the work of several operators. In practice - up to 20 people. Otherwise, it is suggested to contact outsourcing centers for processing voice information.
At home
But that's not all. Recently, home call centers have started to appear more and more often. It's not so hard to guess what it is. Such "organizations" are created exclusively at home.
The home call center is itself a separatetrained operator who works at home. This option is suitable for small companies and individual entrepreneurs who do not have any subordinates. From the equipment, you only need a computer and a headset with a microphone. Minimum costs, maximum efficiency.
A call center at home can also benefitlarge companies, although in practice this phenomenon is rare. It is difficult to control such an employee. Despite this, remote call centers are in demand. Most often, this type of work is used to hire employees for part-time work.
Equipment and communication facilities
Of course, call-centers must be providedsome kind of equipment. In the case of the home version, everything is clear - you can only be content with a computer and a microphone with headphones. And what if there is an outsourcing or corporate union?
Similar. For work, only the so-called workplace is required. Usually the operator consists of:
- a personal computer;
- phone;
- a microphone;
- headsets;
- a desk with a chair.
This is sufficient to ensureemployee performance. Not always even phones are at hand. After all, in this case, the call center can be called a contact center. Most often these concepts do not distinguish.
Operators of call-centers work in many ways. They have only one means of communication: a computer (or a telephone). But the programs designed to work with calls are more than enough. It can be a variety of utilities or the usual "messengers" with voice support. A huge popularity began to use Skype. Once you install the software designed for the work of call-centers on the computer, you can start calling customers.
About the operator
What is it like to be employed at the place of processing voice information? How much does this profession please?
It all depends on which center you are inwork. To home claims there. Especially if you work for yourself. But in corporate and outsourcing associations the picture changes slightly.
In general, the position of "call center operator" reviewsgets good. This is not the worst work, the conditions are usually provided comfortable, office. But only the work of such subordinates is difficult, because every day will have to constantly communicate with customers. If you offer some goods and services, most often you have to listen to customers' discontent, that they are disturbed.
It turns out that you can work as a call center operator when you are ready to communicate a lot, and also if you have high resistance to stress. Otherwise, it will be extremely difficult to master the profession.
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