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subject: Bpo Jobs And Call Center Jobs A Good Career Option [print this page]

A call centre or call center is a centralised office used for the purpose of receiving

and transmitting a large volume of requests by telephone. A call centre is operated

by a company to administer incoming product support or information inquiries from

consumers. Outgoing calls for telemarketing, clientele, product services, and

debt collection are also made. In addition to a call centre, collective handling

of letters, faxes, live chat, and e-mails at one location is known as a contact

centre.

A call centre is often operated through an extensive open workspace for call

centre agents, with work stations that include a computer for each agent, a

telephone set/headset connected to a telecom switch, and one or more supervisor

stations. It can be independently operated or networked with additional centres,

often linked to a corporate computer network, including mainframes, microcomputers

and LANs. Increasingly, the voice and data pathways into the centre are linked

through a set of new technologies called computer telephony integration (CTI).

Call Center Jobs or Call

Centre Jobs is one of major job industry. Every Company want to outsource

in india and they provide jobs to indian peoples..

BPO Jobs in India is one of leading

job industry for Freshers and Experience Peoples.

Most major businesses use call centres to interact with their customers. Examples

include utility companies, mail order catalogue retailers, and customer support

for computer hardware and software. Some businesses even service internal functions

through call centres. Examples of this include help desks, retail financial

support, and sales support.

A contact centre, also known as customer interaction center is a central point

of any organization from which all customer contacts are managed. Through contact

centers, valuable information about company are routed to appropriate people,

contacts to be tracked and data to be gathered. It is generally a part of companys

customer relationship management (CRM). Today, customers contact companies by

calling, emailing, chatting online, visiting websites, faxing and even instant

messaging .

Call centre technology is subject to improvements and innovations. Some of

these 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, agent training by automatic mining of best

practices from past interactions, support automation and many other technologies

to improve agent productivity and customer satisfaction. Automatic lead selection

or lead steering is also intended to improve efficiencies, both for inbound

and outbound campaigns, whereby inbound calls are intended to quickly land with

the appropriate agent to handle the task, whilst minimising wait times and long

lists of irrelevant options for people calling in, as well as for outbound calls,

where lead selection allows management to designate what type of leads go to

which agent based on factors including skill, socioeconomic factors and past

performance and percentage likelihood of closing a sale per lead. The concept

of the Universal Queue standardises the processing of communications across

multiple technologies such as fax, phone, and email whilst the concept of a

Virtual queue provides callers with an alternative to waiting on hold when no

agents are available to handle inbound call demand.

by: Asif Khan

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