Define Call Center Management
Call Center Management can be defined as the process of handling calls from users asking for services or help. Call Center Management solutions increase performance and overall progress of a contact center. A call center is a consolidated office used for approving or transmitting a large volume of appeals by telephone. An inbound call center is functioned by a company to manage incoming product support or information investigations from consumers. Outbound call centers are functioned for telemarketing, promotion of charitable or political donations, market research and debt collection. A contact center is a position for central management of individual communications comprising of letters, faxes, social media, live support software, e-mail and instant message. A call center has an open work space for call center agents, with work locations that contain a computer for each representative, a telephone set/earpiece connected to a telecom switch, and one or more supervisor locations. It can be self-sufficiently functioned or networked with superfluous centers, often related to a corporate computer system, containing mainframes, microcomputers and LANs. The voice and data paths are progressively linked through a set of new expertise known as computer telephony integration. The connection center is a central point from which all customer connections are managed. Through connection centers, treasurable statistics about the company are transmitted to suitable people, contacts to be followed and data to be assembled. It is usually a part of company’s customer relationship management.