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What is call center?

A call center is a centralized organization where a large number of professionals provide telephonic support to customers by sending and receiving calls. Call centers can be exclusively working for a parent company or can be hired by multiple organizations.

Call centers can provide various services on the behalf of their employers. Some of these services are:

1. Customers support

2. After-sales support

3. Handling their queries

4. Contacting leads

5. Conducting market research 

Customer support - Call centers offer end-to-end customer support via proactive customer engagement. They offer two-way support to the users, - they also receive calls from them, and also call them to extend valuable information.

After-sales support - Many products need after-sales support for various reasons like installation of the product, instruction of use, errors or malfunctioning, reporting, service reminders, and many more.

Handling their queries - Call centers provide swift responses to the queries the organization receives from their existing and prospective customers. They receive calls with complaints, or customers seeking information about the products.

Contacting leads - Sales-focused call centers reach out to the leads collected by the marketing teams and present their offerings, they are crucial for driving sales in the organization and are among the best channels for increasing sales.

Conducting market research - Call centers are extensively deployed for conducting market research, research, surveys, and studies. They are among the cheapest options for directly contacting the end-user and acquiring quality data.

Call centers are of two types – outbound call centers and inbound call centers:

Inbound call centers:

Inbound call centers receive calls from customers, post-sales calls, queries, reporting, etc. They typically support teammates that handle customer calls. Inbound call centers offer assistance in various situations, like - to place an order, ask queries, registering a complaint, cancel appointments or reservations, and more. The objective of the inbound call center is to quickly answer the calls from the customers and offer appropriate and professional solutions to them. Inbound centers achieve these goals by employing professional agents with adequate expertise in the products or the services offered by the organization.

Outbound call centers:

On the other hand, an outbound call center makes outgoing calls to customers or prospective customers. There are many applications of outbound call centers, like - proactive customer service, market research, debt recovery, sales, or meeting such business goals. Outbound call centers help the organization in improving customer relations via splendid customer service.

Today, most organizations outsource their back-office operations to third-party service providers like However, in some cases organizations decide to develop their own in-house call centers to have more control over the process and services. Such call centers are called captive call centers.

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