Different Types of Call Centers

Call centers are among the tools businesses employ to deliver a support system to their customers

Fremont, CA: Managers nowadays are well aware that customer service and assistance are critical components of corporate success. Call centers are among the tools businesses employ to deliver a support system to their customers. Let's see check different types of call centers and their functions.

• Inbound call center

An inbound call center employs agents who answer client calls. These call centers often focus on assisting clients who require assistance in resolving problems or receiving instructions. For example, suppose a user's internet connection goes down or becomes too slow. In that case, users can contact their internet service provider's customer support center to report the problem and have it resolved. In addition to on-call assistance, inbound contact center personnel frequently provide email response or chat assistance.

An inbound call center's primary purpose is to resolve as many more customer problems as possible. Therefore, agents' number of calls gets influenced by the number of people who contact the call center.

• Outbound call center

Instead of receiving calls from customers, agents in an outbound call center make calls. Such a call center is typically utilized for sales, promotions, and consumer feedback, though that isn't always the case. For example, some companies greet new customers with a so-called welcome call, within which agents deliver extra info about the company and its products or policies.

• Virtual call center

Many firms have chosen virtual or cloud-based contact centers, which integrate inbound and outbound call center services with a variety of innovative capabilities. Cloud-based call centers may get accessed from anywhere, are simple to set up, and do not require any special programming expertise or equipment. To use the service, all users need is a computer or a phone with an internet connection. Combining virtual call centers with existing technologies, like CRM or sales support networks, is a significant advantage.