Call Centers - The Bound In The 21st Century

Specialization is a constant situation nowadays. Companies and even small offices have been separating and dividing their activities into sectors and sessions, each one responsible for one or few activities provided by them.
This is a reality regarding the development of commerce and the relation between company and client. The idea lies on: separate to better serve their clients. And this tends to be true, since you have specialized people serving sessions they are specialized on. This makes the work faster and more helpful.

And this idea is deeply found in the new segment called Call Center. Companies and offices found it is much more helpful having a specialized session in their environment responsible for answering income phone calls. Besides it is also interesting in making phone calls in order to try to sell a service or product provided by the office.

Call Center – almost a revolution
Call Centers have become almost a revolution in the means of communication and the relations established between companies and clients. Due to Call Centers, doubts and complaints have become much easier and faster to be solved. The clients just have to call the Call Center and ask their doubts or make their complaints that someone trained is there to listen to everything and solve the problem as soon as possible.

In addition to that, offices can hire people just to sell their services or products through telephone. This can increase the profits besides being much easier than going door to door to try to sell it.

Some Call Centers are also responsible for reading and answering mail, although this is usually called Contact Center rather than Call Center.

In simple words, Call Centers are some sort of filter, that select phone calls and solve the problems in order to not disturb the “boss”.

Inbound and outbound call centers
These are two different things regarding Call Centers. Although they work in a similar way, they have different goals.

Inbound Call Centers are centers that just receive phone calls. In general, clients call to ask for information about some sort of service, to clear up doubts or to make complaints. On the other hands, while the Inbound Call Centers receive phone calls, the Outbound Call Centers originate these phone calls. Outbound Call Centers have their employees dedicated to make phone calls usually in order to sell some product or service. Some institutions may also have Outbound Call Centers in order to get donations or members.

Pros and cons regarding Call Centers
Call Centers are a reality in almost every country and offices use that in order to get the best they can when it comes of communication and hearing their clients.

Although it is almost impossible to think of a company without a Call Center, there has been much criticism about it.

It is undeniable the importance and utility of a Call Center, however some critics allege that the work conditions are “de-humanizing”, which has created a lot of discussion. The pressure, sometimes the low salary, the environment people work in, the atmosphere of competition, all of these have made some people give up this job despite the growing of this sector.

For these reasons, some people disapprove Call Centers.
Resource Box: Maria Carmine had worked in Call Centers for over than 5 years.