What is a call center?
A call center is a facility used for receiving or transmitting a large volume of questions, orders and inquiries. These are taken primarily by telephone, but today’s call centers have evolved into contact centers, allowing for communication by webchat, email, video chat and social media.
Inbound call centers administer incoming product support or information inquiries. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. In both cases, they employ call center agents to handle these customer contacts. Where most agents work within the same facility, some call centers also employ telecommuting agents who work from home through a computerized workstation.
Four Unique Ideas for Improving Contact Center Efficiency
The dictionary defines efficiency as “effective operation as measured by a comparison of production with cost (as in energy, time
Boost Performance Management Results With a Monthly Challenge
There are countless ways to motivate agents and other employees into improving performance. Most contact centers have tried the obvious