What Is A Call Center and Other Questions Answered in This Overview

What is a call center? Why is my business in need for one? What benefits derive from a call center? These are all common questions for someone looking into purchasing the service of a call center. Call centers are physical centers designed to field calls, answer questions, file complaints, and even process orders. There are eight general types of call centers as defined in this article, each of which serves a distinct purpose, while fielding different volumes of calls.

Two call centers are simple, yet highly useful in keeping efficiency up in a small business or office. The first of which is a fax call center. With this feature all faxes will be forwarded to an email address, making them easier to retrieve and doing away with fax machines. The second is an automated feature that will give a standard answer to each call that is not fielded by a company representative. All emails and calls will be either recorded or forwarded to a company representative.

There are different levels of "human-answering" services typical of a call center. For the small business a "low-volume" or one hundred calls a month plan would be useful. A small business does not have the time or manpower to answer all calls, while also serving their costumers in a standard, sufficient manner. With a low volume call center, that business now can outsource the calls, while keeping service at an optimal level.

An advanced call center is optimal for a large corporation or company needing a high volume of calls fielded or orders processed. This option can bring a company to a new market in the internet, while also processing orders directly, making the ordering process painless for the costumer and company. The ordering process is made simple for the costumer, whether it be online or by phone, and a large number of orders can be processed at once.

So, the call center is a physical building, full of attendants, that will field calls, process orders, or simply file complaints or forward faxes to an email. The above outline was a brief call center overview of different size and purposes.