Call center is a generalized term that embraces a number of activities like reservation centers, help desks, information lines or customer service centers, irrespective of how they are organized or what types of transactions they handle. Call center is generally referred to a refined voice operations setting that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing, interactive voice response and web-based services.
Call centers are becoming increasingly popular in today's business,
where many companies have centralized customer service and support
functions. Call centers are generally large offices with representatives
who either make or receive phone calls. Depending on the type of work,
call centers may have a single office employing a few people or large
office with thousands of employees. The main activity in some call
centers is answering inbound calls, such as a bank that gives out a
toll-free number for customers needing help. At the same time there are
some call centers that focus on outbound calls too.
With increase in outsourcing, call centers are also becoming popular. By
way of outsourcing, companies contract out some functions to other
companies located mostly in cost effective destinations like India. In
this field India enjoys several advantages over a number of developed
counties. In India, we a have large pool of qualified people; English
speaking graduates and IT professionals. In addition to this India have
some other advantages like cheap labor, flexibility in working hours and
time zone difference. This is the reason why a number of MNCs are
outsourcing their business activities to India.