A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.
CTI – Computer Telephony Integration. ... ACD – Automatic Call Distributor. ... Intelligent Call-Back. ... IVR – Interactive Voice Response. ... Universal Queuing. ... IV – Interactive Video. ... Predictive Dialer. ... Call Recording Systems.
1. Estimate call volumes and call volume ramp up over initial months of operation 2. Establish call center hours of operation 3. Estimate call center size and staffing requirements by using a call center calculator 4. Model the organizational structure of the call center, for now and in the future 5. Map layout of call center, including furniture requirements 6. Obtain appropriate hardware and software to enhance call center capabilities 7. Perform user acceptance testing 8. Create a disaster recovery plan