CALL CENTRES

A Call Centre also called the Contact Center, or Customer Service Centre, does the work of receiving or making telephone calls for helping the customers, on behalf of various companies. Every call center is organized differently depending upon the type of products or services they support. The call centers offer an efficacious outsourcing and substantial cost-effectiveness, in convincing and tackling customers of the companies for which they work. Major Categories are:

1. The Customer Care service is a broad category, and there can be various core or specific work profiles within its sphere such as inbound enquires, outbound calls, help desk, etc.

2. Technical Support

This is usually a specialized support; however, in some processes, it can be generic and does not require a special degree or diploma.

3. Quality department

Almost all successful companies have a well-equipped quality department which keeps an eye on the day-to-day processing and progressing of jobs. Professionals working in quality departments are usually tenured executives from the frontline workforce as they have a comprehensive knowledge and deep insight of the product under surveillance.

4. Training and development

Training can be a part of Human Resources Department in some organizations or can also be a separate division in some.

5. Admin/Facilities

Most BPOs invest heavily in the infrastructure and require a large number of professionals and ancillary staff to manage the same.

6. Leadership roles

Leaders are visionaries who keep close track of all processes and activities being executed under the flagship of a company, whether a captive centre or third party vendor.