Callcenter

call center

A call center is a physical location where hundreds or thousands of people sitting together in a large room, separated by cubicle walls where calls are either placed or recieved in a high volume for sales, marketing, customer service, technical support and other specialized busimess activities.

Insourcing - setting up their own call offices in India.
Outsoucing - Giving the call jobs to professional call-handling companies that operate from India.


Classification.


Inbound - Specialized in handling calls from customers especially Customer care.
Outbound - Calls are made to the customer either for business transaction or for responding to queries made.

Domestic - Makes os recieves calls within the political boundaries of the country.
International - makes or receives calls outside the political boundaries. They have 7*24 hours schedule. The agents[Customer Service Representatives] mostly work in night shifts.

Note: The agents who deals with international clients should have the capability of constructing simple sentences, must be fluent, must pronounce words clearly, and should have a good vocabulay knowledge.


Services.


Help Desk.
Directory Inquiry.
Technical Support .Refer computer-basics.
Customer care.
Telemarketing and telesales.
Insurance Processing.
Finance and Accounting services.and etc.


Main Elements of Customer Care.


always be courteous and polite with the customer.(without exception)
always follow up on commitments to call the cutomer back, when one is expected to and certainly when you have been disconnected for any reason.
never hang up on the customer for any reason at all, escalate your call instead.
never refuse to escalate your call when the customer has requested you to do so.
never sell a product or service in a manner that can be misconstrued or misleading.
minimize hold time with your clients and manage their expectations at two minute intervals maximum - you should apologise for keeping your client waiting on hold.
While handling abusive customers, Stay on the line and listen the customer, be firm and reassure, and give options.
You can seek the of a senior agent or your supervisor, if things get worse.