Call Centres-BPO's/Telemarketing

A callcallcall center is an office where a company's inbound calls are received or outbound calls are made. CallCallCall centers are increasingly popular in today's society, where many companies have centralized customer service and support functions. CallCallCall centers employ many staff in customer service, sales, and support functions.

CallCallCall centers are often large offices staffed with representatives who either make or receive phone calls. Depending on the size of the callcallcall center, a single office could have anywhere from a few dozen to hundreds of telephone staff. Depending on the needs of the company, callcallcall centers can make either incoming or outgoing calls.

Some call centers focus on answering inbound calls, such as a bank that gives out a toll-free number for customers needing assistance. In this example, call center representatives can give account balances and take loan applications over the phone. Other call centers focus on outbound calls, such as a survey company, where representatives make outbound calls to ask people to answer survey questions over the phone.

Call centers can provide a number of advantages to companies. By centralizing telephone-based service and support in one location, companies can easily adjust staffing to match call volume. Call centers can be located almost anywhere, allowing companies to take advantage of time zones and cheaper labor rates in different states and countries. They also centralize the technology needs of companies, allowing major telecommunications setups to be installed in a small handful of call centers instead of a number of smaller offices, making upgrades and training easier.

Many call centers use a number of different technologies to help improve performance and customer experience. Inbound call centers often use automatic call distribution, in which incoming calls are assigned to representatives in the order in which they are received. Other call centers utilize call monitoring, in which customer calls are randomly monitored by quality assurance staff to ensure that phone representatives meet customer needs. Call center technology evolves constantly, helping call center staff assist customers more efficiently and effectively. (credits to wisegeek)

Call centers began in the Philippines as plain providers of email response and managing services, these have industrial capabilities for almost all types of customer relations, ranging from travel services, technical support, education, customer care, financial services, and online business to customer support, online business to business support.

The call center industry is an up-and-coming industry in the Philippines. Business Process Outsourcing (BPO) is regarded as one of the fastest growing industries in the world.

The Philippines is also considered as location of choice due to its less expensive operational and labor costs. In 2007, The Philippines remain as a top BPO destination for the estimated $150-billion business process outsourcing industry.