English: Call Center (UK), Call Center (USA)
Ying Ying explained: The call center is the office where people answer or make calls for Particle Company.
Call center can be defined as an operating place that can automatically and flexibly handle a large number of different incoming and outgoing telephone services and services by making full use of modern communication and computer technologies, such as IVR (Interactive Voice Response System) and ACD (Automatic Call Distribution System). In the current enterprise application, call center is gradually regarded as a telemarketing center.
The call center is characterized by answering customers' calls and providing customers with a series of services and support, such as technical support center in IT industry and telephone claim center in insurance industry. Generally speaking, the outgoing call center is mainly engaged in marketing and telemarketing activities, and it is the profit center of enterprises. Most of these call centers are owned by mail order companies, TV shopping and direct selling companies.
Call center is a service organization composed of a group of service personnel in a relatively concentrated place. It usually uses computer communication technology to handle telephone inquiries of enterprises and customers, especially with the ability to handle a large number of incoming calls at the same time. It also has an incoming call number display, which can automatically assign incoming calls to people with corresponding skills for processing, and can record and store all incoming call information. A typical customer-oriented call center can have both incoming and outgoing calls. When dealing with customers' information inquiry, consultation, complaints and other services, we can also conduct customer return visits, satisfaction surveys and other outbound services.
At present, call centers have been widely used in municipal administration, public security, traffic control, postal services, telecommunications, banking, insurance, securities, electric power, IT and TV shopping, and all large enterprises that need to use telephones for product marketing, service and support, enabling enterprises to achieve customer service and support and value-added services, greatly improving the service level and operational efficiency of corresponding industries.
The Historical Origin and Development of Call Center
"Call Center" is set up by some companies to serve users. As early as 1980s, telecom companies, airlines and commercial banks in Europe and America established a "call center", which is actually a "service center" serving users, supported by computers and using telephone as the medium of interaction with users.
Early call centers mainly played the role of consulting services. The first thing is to transfer some users' calls to the answering desk or experts. With the increase of calls and answers to be transferred, an interactive voice response (IVR) system is established, which can answer and handle most common problems by machines, that is, "automatic operator". This "call center" can be called the second generation call center.
Modern call centers have greatly enhanced their service functions by applying CTI technology. CTI technology is based on telephone voice, and users can operate the computer in the call center through the buttons on the phone. The ways to access the call center can be dial-up access by users, fax access, dial-up connection between computers and modems, and Internet address (IP address) access, etc. After accessing the call center, the user can receive the task prompt of the call center, access the database according to the voice prompt of the call center, and obtain the required information service. And storage, forwarding, inquiry, exchange and other processing. You can also complete the transaction through the call center. Therefore, the future development trend is multimedia access.
The "call center" replaced the traditional counter service with automatic telephone inquiry. The "Call Center" can provide services 24 hours a day, and has a better friendly service interface than the counter service. Users don't have to go to the business hall, they can get information quickly by phone, solve problems conveniently and quickly, and increase users' satisfaction with enterprise services.
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