Call centers are platforms for managing a large number of incoming and outgoing phone calls through the telephone, either using an operator or through an automated system. The call center may be constituted by an undertaking for its own needs, but it is most often operated by professionals whose services are rented. Call centers can perform two main types of activity. The first is the "Out-going". It employs phone operators whose mission is to explore the market through surveys or polls or to tele-market products or services and solicit clients. The second is the "incoming" which provides support to customers.
[...] However, the costs of installing and organizing a call center can be overwhelmingly discouraging: the recruitment, training and equipping of advisors with high-tech facilities and quality infrastructure involves significant costs. A call center uses computer tools and sophisticated and expensive software. Estimated cost of a call center On an average s company spends 40-60 k per year per job, and this figure is multiplied by the number of telephones operated. Subcontracting and precarious status Call centers are usually affiliated with the company for reasons of confidentiality (as in banks) or to maintain control of activities deemed strategic. Cegetel, for example, outsources its directory service while maintaining in-house customer service. [...]
[...] In addition, through call centers that conduct surveys, prospects interested in products or services of the company are more easily identified. Increase sales Each call between a customer service representative and a client must result in a unique opportunity to deepen existing relationships. The consultancy should be able, to propose a new service, assess customer satisfaction, and reinforce customer loyalty in the course of a call. It should also be able to make suggestions to improve the product, etc. While there are strong synergies between the call centers, retail divisions and marketing, the appointment of trade will lead to better outcomes and marketing executives will have a vision of market expectations that is closer to reality. [...]
[...] There are 2 million call centers in Europe; a figure destined to grow rapidly, with an anticipated growth of 10-20% in this area of employment per year until 2010. Duties and main objectives of a call center A company may ask its call center to fill four roles among its clientele: exploring and surveying potential customers, provide accurate information, solving problems and conducting transactions without requiring the customer to move. Main functions Customer service Two companies have been pioneers in the field of services to consumers through call centers. [...]
[...] Qualiphone, who ran the deceased service Tam Tam Cegetel, has been sentenced to pay 430,000 francs in damages to twenty-two individual contractors who should have been regularized into a permanent contract with the development of the company. Relocation The constraints of flexibility and the general level of wages, lead many managers to consider relocating their centers. Moreover, through the development of telecommunication technology, outsourcing call centers has become a profitable possibility, especially given the significant amount of initial investment required. They may in the suburbs, far from major urban centers. Many call center companies that have their headquarters in the Paris region are thus abroad in [...]
[...] Founded in 1963, Europ Assistance is based entirely on the 29 call centers around the world. The call centers can boast of having become the world leaders in assistance, whatever the type of service requested: automobile assistance, information hotlines, assistance to elderly, etc. Telemarketing In order to be effective, the telemarketing function must be provided together with the marketing department of the company. The call center's mission is to identify projects or intentions to purchase. It allows the company to remain in regular contact with customers and better understand customer expectations, as well as to verify the adequacy of its supply to market needs and control the level of customer satisfaction. [...]
APA Style reference
For your bibliographyOnline reading
with our online readerContent validated
by our reading committee
