Acall centreorcall centeris a centralised office used for receiving or transmitting a large volume of requests bytelephone. An inbound call centre is operated by acompanyto administer incoming product support or information inquiries from consumers. Outbound call centers are operated fortelemarketing, solicitation of charitable or political donations, debt collection andmarket research. Acontact centreis a location for centralised handling of individual communications, includingletters,faxes,live support software,social media,instant message, ande-mail.
A call centre has an open workspace forcall centre agents, with work stations that include a computer for each agent, atelephoneset/headsetconnected to atelecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporatecomputer network, includingmainframes,microcomputersandLANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies calledcomputer telephony integration.
The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’scustomer relationship management.
A contact centre can be defined as a coordinated system of people, processes, technologies and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization.Contact centres, along with call centres andcommunicationcentres all fall under a larger umbrella labelled as the contact centre management industry. This is becoming a rapidly growing recruitment sector in itself, as the capabilities of contact centres expand and thus require ever more complex systems and highly skilled operational and management staff.
The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency
An auto dialer, autodialer, or autodialler is an electronic device or software that automatically dials telephone numbers. Once the call has been answered, the autodialer either plays a recorded message or connects the call to a live person.
When an autodialer plays a pre-recorded message, it's often called "voice broadcasting", or "robocalling". Some voice broadcasting messages ask the person who answers to press a button on their phone keypad, such as in opinion polls in which recipients are asked to press one digit if they support one side of an issue, or another digit if they support the other side. This type of call is often called "outbound interactive voice response".
When an autodialer connects an answered call to a live agent, it is often called a "predictive dialer" or "power dialer". A predictive dialer uses realtime analysis to determine the optimal time to dial more numbers, whereas a power dialer simply dials a pre-set number of lines when an agent finishes the previous call.
Any entrepreneur getting into the call center business today should be aware that he is entering a commodity-like business. Anyone claiming that they will offer innovation with niche practices is clearly not in the loop of the industry. One should accept the fact that this is not an innovative business. Given this how does one go ahead and make it a good proposition of investing in this pretty capital-intensive foray. After having finalized that you would want to get into the call center business, it is imperative that you have the required infrastructure in place, the core team to propel the business and around ten call agents fully trained and capable of taking up a pilot project.
One has to make a mark in the call center business, the focus should be based on high-end quality and experience people at the helm to drive this extremely intense business. Accent neutralization and training in various situations should be absolute and the message should be pretty much clear on how a call should be handled. The business is in real time and there is no getting back after a call is messed up. Next to this is to register under STPI so as to get the benefit of duty free imports for all the required hardware. In addition to this the important requirements are carpet area, equipment, communication and manpower. The carpet area depends on the number of seats. It can range from 55-155 sq feet per agent, depending on the services rendered by the center. Based on this, and the space planned for facilities, amenities and support areas, you can estimate the total carpet area. Communication/connectivity depends on the volume of traffic and services rendered from the center. A 200-seat call center will usually invest in a 2 Mbps international private leased circuit for inbound services, comprising two half circuits-one in India and the other in the US or UK through an international carrier.
Manpower deployed in a center falls under two broad categories-operations or agents and support or management. The ratio between the two varies depending on different parameters based on organization, services deployed and client requirements. Technology needs: In terms of technical resources, a voice witch/EPABX, multiplexers (for data and voice transport), modems, routers and RISC/ CISC servers, headsets, desktops, E1/T1 circuits for the connectivity, IVR, CTI and ACD (Automatic Call Distributor) are needed. Detailing further on the kind of investment, One would be surely looking at around $10,000 per agent for setting up the center which includes all the trappings. The cost of maintenance of a seat will be in the range of $4000-$5000 per year. Usually most of the operators costs will be two-thirds of their billings.
As highlighted, one should deliver consistent value and should not be a generalist but should have precise vertical focus. In terms of getting a client signed on, the essential is to have a core team who has gone through the learning process in a call center and the essential team of HR, Finance, Trainers, and Operations in place. If the business is managed efficiently, the entrepreneur can look at breaking even in around two and half years. One more crucial aspect that one should accept and work it in the business plan is that the attrition levels in this industry north of 35 per cent. One should have a proper recruitment plan in place for such attrition levels and should not try to swim against this tide.
Inbound Call Center Services primarily focuses on maximizing business and profits for our customers. Our Inbound Contact Center Services are based on superior product and industry knowledge gained over the years of experience that we possess in the offshore call center services industry. Our experience in inbound call handling enables us to meet the requirements of our call center customers.
From experience in providing inbound call center outsourcing services to customers in varied industries,Outsource inbound call center solutions and benefit from strategic contact center services that help you attain your business objectives and stay ahead of competition.Why outsource Inbound call center services...
Expert Call Center Professionals: We have qualified call center professionals who have extensive and relevant expertise in inbound call handling, answering service calls & ensuring customer satisfaction.
Competent training programs: We provide efficient and relevant training programs to give our inbound call center employees a cutting edge, both in terms of linguistic ability to handle calls and process knowledge.
Transparency: Our inbound call center infrastructure and company policies offer complete transparency in operations.
As your inbound call center outsourcing partner and benefit from enhanced customer services that can change the course of your business.
If you are looking for quality and cost-effective lead generation services, Email support services, Web development, management and selling services, or any other outbound call center outsourcing service, then you have found the right outbound services partner.
Customized, attentive customer acquisitions using outbound telemarketing
Effective lead qualification using outbound telemarketing
Making and ensuring appointments using outbound telemarketing
Quality list management for your outbound telemarketing campaigns
Caring for customers by using outbound telemarketing services
A consultative approach for your outbound telemarketing campaigns
B2B lead generation, appointment setting and lead qualification.
Outbound business to business sales prospecting.
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A dialer is an electronic device that is connected to a telephone line to monitor the dialed numbers and alter them to seamlessly provide services that otherwise require lengthy access codes to be dialed. A dialer automatically inserts and modifies the numbers depending on the time of day, country or area code dialed, allowing the user to subscribe to the service providers who offer the best rates. For example, a dialer could be programmed to use one service provider for international calls and another for cellular calls. This process is known as prefix insertion or least cost routing. A line powered dialer does not need any external power but instead takes the power it needs from the telephone line.
Another type of dialer is a computer program which creates a connection to the Internet or another computer network over the analog telephone or Integrated Services Digital Network (ISDN) network. Many operating systems already contain such a program for connections through the Point-to-Point Protocol (PPP).
Many internet service providers offer installation CDs to simplify the process of setting up a proper Internet connection. They either create an entry in the OS's dialer or install a separate dialer (as the AOL software does).
In recent years, the term "dialer" often refers specifically to dialers that connect without the user's full knowledge as to cost, with the creator of the dialer intending to commit fraud.