Call Center Billerica MA

A call center is a physical, brick and mortar location in which an organization handles customer and other telephone calls. This is normally done through a computer automation system. Through the use of technology, a call center can handle a considerable volume of calls at the same time. The system routs calls to qualified representatives who provide problem resolution and log the call.

Mail-order companies, computer product help desks, and telemarketing companies are a few examples of businesses that normally use call center services. The physical environment involves an open workplace for call center agents. Each workstation includes a computer and a telephone with a headset.
A call center can function independently or it can be networked with other centers, which are linked to a corporate computer network.

Calls are normally classified in two categories, inbound or outbound. Inbound calls are made by consumers to obtain information, place orders, ask for help, or report a malfunction. In contrast, outbound calls are placed by agents to potential clients or members. The intent of these calls is normally to sell a product or service.

The staff is generally organized in a multi-tier support system, which results in efficient handling of calls. The first tier normally consists of operators who route calls to the corresponding department. An operator is also expected to provide general directory information. When a caller requires further assistance, the call may be forwarded to the second tier. Second tier agents are capable of resolving most problems. Some call centers may also have a third tier of support. This tier commonly consists of highly skilled technical product support staff as well as product engineers and developers.

Call centers are not free of criticism. Some critics claim that the work atmosphere is inhumane. Another area that critics point to is the low pay rates as well as some employer's restrictive working practices including employee's ability to take bathroom breaks. Additionally, callers often find call center agents or staff unqualified to provide problem resolution.

Another controversial area is the close monitoring of the employee's work and activities. Some claim that the close monitoring is needed to plan the workload. However, others claim that such monitoring is a breach of human rights to privacy. Still others argue that it is counter-productive, as it can result in poor customer service and ultimately, in poor company image.

One variation of a call center is virtual call centers. This type of center is created by connecting many smaller centers in various locations to one another. Calls can be routed to other call centers by using either the pre-delivery or the post-delivery method. An external switch is used in pre-delivery to route calls to the appropriate center. The post-delivery method on the other hand, allows the call center to transfer a call to a different center.

A second variation involves using remote agents. This is an effective alternative to housing all agents in a central location. Remote agents work from home and are able to login through the internet. Remote agents are usually contractors who pay their own taxes and set their own schedules. Furthermore, remote agents are paid on a per minute basis of talk time. They pay their own expenses such as Internet, telephone, and any needed software or hardware.

Besides handling telephone calls, contact centers also handle email and online communication such as instant messaging. The term contact center simply reflects the new methods of communication through the use of technology. Some companies may separate customer contact by medium. They may have a department for inbound calls, a separate department for outbound calls, and a team of agents to answer email inquiries.

Smaller companies may choose to create universal agents. This means that agents handle inbound, outbound, and online communication. The benefit of having universal agents is that they can be trained in various communication methods and product information. Customers can choose their preferred method of communicating with the call center. They can communicate over the phone, through email, instant messaging, or chat boards.