Telephone Call Center

A call center is a service from which the outgoing business of a company are issued. The call center can be located:=> within the company,=> outside the company, in a specialized center.

A telephone call center or contact center consists of telephone workstations. It manages remotely the company's telephone reception with its customers and/or prospects.

It optimizes the phone and computer tools and other communication channels (fax, minitel, internet, PDA...) in order to provide an efficient and complete service.

The tasks of a call center

A company can turn to a call center for:

=> the telephone survey,

=> advertising,

=> prospecting,

=> telemarketing actions,

=> telesales actions,

=> receiving and transferring calls: management of incoming phone calls,

=> ensure its after-sales service,

=> ensure its claims service,

=> manage the recovery and collection of its receivables.

Benefits of a call center

A call center is a full service in the business. Regardless of its geographical location, a call center consists of skilled workers who have a structured activity, a subject to objective and a charter of quality.

Outgoing calls and call volume in general, are timed and analyzed as returns.

A telephone call center ensures the optimal management of telephone calls through advanced telecommunication tools. These sophisticated devices allow:

* The distribution of calls according to the availability of operators and thus reducing waiting time.

* It allows the company to refocus on its core business.

* It provides management of quality phone calls.

* It makes available to the company qualified and trained personnel to call reception.

Who use call centers?

The sectors that have the greatest reliance on call centers are:- kitchen designers,

- banks,

- insurers

- operators of mobile and fixed telephony,

- internet providers,

- patrimony advisors,

- suppliers of electricity or gas.

Calls and employment center

The call centers generate many jobs in all industries. Telemarketing expanding to an image that remains quite negative by job insecurity, low wages and difficulty of work.

Telemarketing companies therefore act to reflect a better image by improving the quality of work and the diversification of tasks.

Jobs abound for all types of profile, but increasingly depending the graduation, each call center provides ongoing training of its telemarketers.