Is a centralised office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administerincoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations and debt collection. In addition toa call centre, collective handling of letter, fax, live chat, and e-mail at one location is known as a contact centre.
Call center technology is subject to improvements and innovations. Some ofthese technologies include speech recognition software to allow computers to handle first level of customer support, text mining and natural language processing to allow better customer handling, agenttraining by automatic mining of best practices from past interactions, support automation and many other technologies to improve agent productivity and customer satisfaction.
Call centre staff areoften organised into a multi-tier support system for more efficient handling of calls. The first tier consists of operators, who initially answer calls and provide general information. If a callerrequires more assistance, the call is forwarded to the second tier (in the appropriate department depending on the nature of the call). In some cases, there are three or more tiers of support staff.Typically the third tier of support is formed of product engineers/developers or highly skilled technical support staff for the product.
Telephone calls are easily monitored, and the close monitoring ofcall centre staff is widespread. This has the benefit of helping the company to plan the workload and time of its employees. However it has also been argued that such close monitoring breaches the humanright to privacy. Most call centres provide electronic reports that outline performance metrics, quarterly highlights and other information about the calls made and received.
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