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Call Center Massachusetts

Most of us have called the toll free number on the back of a credit card. An agent working in an inbound call center likely received your call. On the other hand, the majority of us have received telemarketing calls at dinnertime. These types of calls are made from a call center, but these are considered outbound calls.

1. Local Companies

2. Call Center: What is it?

3. Call Center Dynamics

4. Call Center Varieties

5. Featured Local Company

1 . Local Companies

ReceptionHQ
888-491-6753
Cambridge, MA

ReceptionHQ
888-491-6753
Worcester, MA

ReceptionHQ
888-491-6753
Springfield, MA

ReceptionHQ
888-491-6753
Boston, MA

ReceptionHQ
888-491-6753
Lowell, MA

All Covered
(617) 558-9998
Newton, MA

Dominican Communications Corp
(617) 887-1181
409 Broadway
Chelsea, MA

Video Link
(617) 924-9648
44 Hunt St
Watertown, MA

Uunet Msn
(781) 221-0500
800 Boylston St
Boston, MA

Budget Conferencing Inc
(617) 354-1562
10 Ware St
Cambridge, MA

2 . Call Center: What is it?

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.

3 . Call Center Dynamics

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.

4 . Call Center Varieties

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.

5 . Featured Local Company

ReceptionHQ

888-491-6753
Worcester, MA

Read more about Call Center

- Sales Support Massachusetts

Today's businesses are turning to call centers for sales support and the successful management of inbound and outbound calls. With professional call centers to deal with customers and potential clients, businesses can use in-house employees and the efforts of such employees toward other necessary business tasks and functions.

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Regional Articles

- Call Center Acton MA
- Call Center Agawam MA
- Call Center Allston MA
- Call Center Amesbury MA
- Call Center Amherst MA
- Call Center Andover MA
- Call Center Arlington MA
- Call Center Attleboro MA
- Call Center Beverly MA
- Call Center Billerica MA
- Call Center Boston MA
- Call Center Braintree MA
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- Call Center Brookline MA
- Call Center Buzzards Bay MA
- Call Center Cambridge MA
- Call Center Charlestown MA
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- Call Center Chicopee MA
- Call Center Danvers MA
- Call Center Dedham MA
- Call Center Dracut MA
- Call Center East Falmouth MA
- Call Center East Weymouth MA
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- Call Center Everett MA
- Call Center Fairhaven MA
- Call Center Fall River MA
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- Call Center Gloucester MA
- Call Center Haverhill MA
- Call Center Hingham MA
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- Call Center Jamaica Plain MA
- Call Center Lawrence MA
- Call Center Leominster MA
- Call Center Lexington MA
- Call Center Longmeadow MA
- Call Center Lowell MA
- Call Center Ludlow MA
- Call Center Lynn MA
- Call Center Malden MA
- Call Center Marblehead MA
- Call Center Marlborough MA
- Call Center Mattapan MA
- Call Center Medford MA
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- Call Center Milton MA
- Call Center Natick MA
- Call Center Needham MA
- Call Center New Bedford MA
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- Call Center Newton Center MA
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- Call Center North Dartmouth MA
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- Call Center Norton MA
- Call Center Norwood MA
- Call Center Peabody MA
- Call Center Pittsfield MA
- Call Center Plymouth MA
- Call Center Quincy MA
- Call Center Randolph MA
- Call Center Revere MA
- Call Center Roslindale MA
- Call Center Salem MA
- Call Center Saugus MA
- Call Center Scituate MA
- Call Center Shrewsbury MA
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- Call Center South Hadley MA
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- Call Center Springfield MA
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- Call Center Westborough MA
- Call Center Westfield MA
- Call Center Westford MA
- Call Center Weymouth MA
- Call Center Winthrop MA
- Call Center Woburn MA
- Call Center Worcester MA

- Help Desk Tech Support Massachusetts

A help desk provides customers or employees with specialized assistance on their computer systems. Knowing what tech support is able to do and knowing how to report the problem is vital to receiving the help you need. Before giving your help desk a call, it is helpful to retry rebooting your computer first. Always make sure it is plugged in and that it is actually receiving power. Once you have determined that your system should be working, only call when you have detailed information regarding the specific error.

- Outbound Call Center Massachusetts
- Sales Support Massachusetts
- Lead Generation Massachusetts
- Telemarketing Services Massachusetts
- Customer Service Massachusetts
- Telesales Massachusetts
- Customer Retention Massachusetts
- Order Processing Massachusetts

Related Local Event

Trade Show Strategy and Lead Building
Dates: 7/10/2008 - 7/10/2008
Location: Chamber Offices
Worcester MA
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