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A call centre is a centralized and highly specialized office used for
the purpose of receiving and transmitting a large volume of requests by
telephone. A call centre is operated by a company to administer incoming
product support or information inquiries from consumers. Outgoing calls
for telemarketing, clientele, product services, and debt collection are
also made. In addition to a call centre, collective handling of letters,
faxes, live chat, and e-mails at one location is known as a contact
centre.
A call centre is often operated through an extensive open workspace for
call centre agents, with work stations that include a computer for each
agent, a telephone set/headset connected to a telecom switch, and one or
more supervisor stations. It can be independently operated or networked
with additional centers, often linked to a corporate computer network,
including mainframes, microcomputers and LANs. Increasingly, the voice
and data pathways into the centre are linked through a set of new
technologies called computer telephony integration (CTI).
Most major businesses use call centers to interact with their customers.
Examples include utility companies, mail order catalogue retailers, and
customer support for computer hardware and software. Some businesses
even service internal functions through call centers. Examples of this
include help desks, retail financial support, and sales support.
CCT Services FZ LLC has over several years of experience in setting up
Call Center operations for its clients dealing in international markets.
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