Call Center Services

A Call Center Provides Information, Products, and/or Services
by Telephone or Electronic Medium

What is a Call Center?

A call center is a business area in an organization or an outsourced facility that uses sophisticated communications technology to perform high volume call-handling services that include:

• Customer support
• Operator and/or directory assistance services
• Multilingual services
• Credit related services
• Inbound and/or outbound telemarketing
• Fulfillment services
• Reservation services

Equipment Used In Call Centers

Call centers use sophisticated telecommunications equipment such as:

• Private Branch Exchange (PBX): A computerized telephone switchboard with an expanded range of voice and data services. A PBX operates as a private telephone exchange that serves a particular organization and has connections to the public telephone network.
• Interactive Voice Response (IVR): Refers to an automated call handling systems where the caller interacts with a computer controller voice signal (either recorded real speech or computer generated). The caller interacts by use of a touch tone telephone or through speech recognition.
• Automatic Speech Recognition (ASR): This equipment allows the caller to speak an option instead of using the telephone keypad to select functions.
• Internet Protocol (IP) telephony, Voice over the Internet (VOI), or Voice over IP (VoIP): Is a system that uses an Internet connection to pass voice data using IP instead of using a standard public switched telephone network. Bypassing the public network enables callers to circumvent standard long distance charges, as the only connection is through an Internet Service Provider (ISP).

Call centers use electronic communication mediums such as:

• Telephone
• e-Mail
• FAX
• Online chat
• Self-help knowledge bases
• Bulletin boards

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