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A call centre is an organization which consists of expert who address customer concerns through either telephone calls or emails. Currently, call centers are powered by some amount of computer automation, which has enhanced customer-vendor relationships. Typically, a team of advisors or agents handle incoming and outgoing telephone and voice call from existing and new customers. A traditional set-up for companies of a larger size, call centers are capable of carrying out telemarketing, market research, handling a large number of customer service calls, complaints or other issues related to a company's products or services.

Call centers play an important role for the enhancement of organizations, because they offer a platform to customers and give the company the opportunity to enhance its image, create a stronger customer base and resolve problems. Certain factors like metrics of average handling time, customer gratification, service level and cost per call can be used to measure the customer experience and function of the call centre.

A call centre executive is assigned with the task of creating a positive image of the company by actively and appropriately responding to the issues of the caller and helps them with solving those.


Predictive Insights: Automated Call & Lead Scoring for Today's Call Center

White Paper By: VoiceBase, Inc

Today’s call center is not lacking data. But the manual process of analyzing voice recordings in search of business opportunities is labor intensive and costly. And it takes time— time that could be better spent exploiting new-found insights to improve business processes. By replacing human call scoring with an automated call solution offered by contact centers, call-tracking...

The Executive Guide to Improving 6 Call Center Metrics

White Paper By: Fonolo

For executives, measuring and improving call center metrics can be a pain point. Your call center operates in a stressful environment where good quality call center performance metrics lead to a higher standard of customer service. In this white paper on “The Executive Guide to Improving 6 Call Center Metrics,” you'll find how to improve 6 key call center metrics for better...

Effortless Customer Engagement: Extra care with every call

White Paper By: Plantronics

Delivering a great customer engagement is something every brand is striving for. Better customer engagement brings new ways to strengthen customer relationships through technological breakthroughs. Customers get the service they deserve when the Customer Service Representatives (CSR) is able to pay attention to what they are saying. They are less likely to have to repeat themselves if the...

Using Gamification to Improve Contact Center Performance

White Paper By: CallMiner

Gamification is a fun and growing resource that can be adapted to improve contact center performance and agent engagement. While gamification is flexible, two elements are required to make it successful: clear business goals and accurate metrics. When contact center agents are more engaged at work, enterprises can optimize engagement with customers. This whitepaper provides you insights...

Speech Analytics: Convert Voice of The Customer Into Business Success

White Paper By: CallMiner

Speech analytics as a technology is used to analyze customer conversations taking place through phone and/or interactive voice response (IVR) during or after the call. Don’t just analyze data, use speech analytics to deliver actionable guidance to employees to support them in doing their jobs. Research shows that 37% of speech analytics users currently use voice biometrics in support...

Custom Voice Solutions overview

White Paper By: Virtual PBX

When custom voice system designers and engineers build a UC platform from the ground up, they need to rely on collaboration with their customers to get it right. Without a rigorous investigation on the exact needs of a business no result can truly be called custom. When it comes to building a custom voice solution that works to satisfy all of the criteria and in the way that any particular...

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