Importance of call centers

Answer 1

Call centers have helped many companies to improve their service, since they provide clients with the opportunity to solve any doubt from the comfort of their own home. The departments in which call centers have a larger market share and a higher demand are, among others, the following:

1. Customer service department. It is the channel through which agents provide clients with information about the features of a product or service.
2. Sales department. It is the means that makes purchasing products and hiring services easier for customers, since they only have to make a phone call to acquire whatever they desire.

• Speed and assertiveness: Serving clients through telephone is faster than serving them in person, since waiting times are shorter and employees are more objective when solving and facing problems.
• Innovation: Providing an immediate and effective service enhances companies' image through a status of responsibility and commitment.
• Quality: Recording calls by means of applications so as to analyze them periodically increases companies' opportunities to improve the features that do not meet clients' expectations.
• Availability: Providing a twenty-four seven specialized service in each department throughout the year enables clients to reach companies without delays or restrictions.

Answer 2

Call centers do everything from assisting populace with customer service complaints to making telemarketing calls. There are basically two types of call center- inbound and outbound. Inbound call center do customer service, and help desk or technical support. Outbound call center, on the other hand, initiate calls to clients and prospective ones promotion and research work