Call Center - TigerTel/UTR

What is a call center?

If you've ever booked a plane ticket, a concert ticket or called to complain about a product that isn't working the way a company promised it should, chances are you're already familiar with the concept of a call center.

If you've ever made a purchase from a television show or commercial, you're familiar with what a call center is.

And if you've received a call inviting your opinion or attitudes about a person, product or perhaps a political party, you're more than familiar with what a call center is.

In the broadest of terms, a call center is a location with agents or operators staffing banks of phone to either make outgoing, or field incoming, telephone calls for a company or organization, whether large or small. Typically, these are centers that handle one or many different types of services such as help desk, lead generation, emergency response, telephone answering service, outbound telemarketing, direct response and customer service, to name just a few.

Call center services are traditionally divided into two categories. At their simplest, inbound call centres receive calls on behalf of a client or organization, whereas outbound call centers answer calls on behalf of a client or organization. Inbound call centers assist with any number of services including help desk calls, direct marketing calls, emergency response calls or answering service calls. Outbound call centers, on the other hand, are responsible for various types of telemarketing initiatives and campaigns, such as not-for-profit and fundraising calls, contact list cleaning and updating, verification services, and selling products or services, polling and/or other like market research services. Inbound call centers are generally measured or benchmarked against their responsiveness to calls -- a frustrated customer kept on hold can mean the difference between retaining or losing a customer. Outbound call centers are generally measured or benchmarked against the number of successful contacts made, whether in selling or in providing key information.

For more information about call center industry leader TigerTel/UTR