A call centre, sometimes spelt call center, is a centralized office used for receiving and sending a large volume of requests by telephone. A call center caters to information inquiries or incoming product or service support from consumers. Outgoing calls for telemarketing, product promotion, customer services, and debt collection are also made. A Call center job is the latest established entity in modern day occupation. Call-Center operations have a dual function of handling a telephone line and a computer system. The operator has to keep answering telephone calls while entering or modifying data in computer.Call centers are usually operated through open workspaces for the operators, with a computer, a telephone headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centers, usually connected to a corporate computer network. Increasingly, the voice and data pathways into the center are linked through advanced call center technologies referred to as computer telephony integration (CTI).
These days most major business firms use call centers to provide solutions and support, and sometimes to promote their business by interacting with their customers. These include telephone companies, utility firms, mail order businesses, and customer support for computer hardware and software or any field for that matter. Some businesses even handle their internal functions through call centers.
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Mostly these services are outsourced and that has created a lot of job opportunities all over the world. This has paved way for the development of call center softwares and equipments, new call center technologies, and call center applications. To ensure the smooth functioning and maximum productivity from from the operator call centers use a wide variety of technologies that include knowledge management systems, VoIP, Text to speech(TTS), call cenere CRM(customer relations management), workforce management(WFM), automatic call distribution(ACD), interactive voice response(IVR), speech analytics, virtual queing, voice recognition, etc., etc.
From a customer's point of view these call centers are very helpful in finding information and solutions for their problems. There is no doubt that the call centers are here to stay and they will become more advanced as the involved technologies improve, and extend their services to more fields resulting in more job opportunities the world over.
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