A call center is a call center.
Call center is a notion of the English language that can be translated as call center . This is the office where a group of specifically trained people is in charge of providing some type of telephone service or attention .
Call center workers can make calls (to try to sell a product or service , conduct a survey, etc.) or receive them (to respond to customer concerns, take orders, register complaints). In some cases, the call center specializes in one of the two tasks (making or receiving calls) while, in others, they perform both functions.
Functions of a call center
Telephone sales can be direct or indirect. The latter are usually done with carefully studied persuasion techniques, which may consist of calling the potential client to a face-to-face meeting with a salesperson, making him believe that he has been awarded a prize, which does not exist, to mention one possibility.
The call center, on the other hand, can be used to establish communications with clients, potential clients, suppliers, business partners or other groups. Its function is determined by each company : it is common for the same call center to carry out various tasks.
It is important to note that the call center can be operated by the company itself or outsourced to an external company. There are firms that are dedicated to establishing call centers (with the necessary infrastructure and trained personnel) and marketing this service.
A call center operator can receive calls, make them, or perform both tasks.
Forms of organization
Fundamentally, there are two ways in which a call center can be organized: dedicating one or more physical spaces (offices) to its activities, allocating a box to each of its employees; or hiring people who can do their jobs remotely.
This last option is increasingly common, thanks to the conveniences provided by the Internet , as it allows constant monitoring through instant messaging systems and sending documents with relevant information to employees without any delay.
Advantages of a call center
The main advantage that a call center offers a company is that it centralizes attention . If you do not have a call center, all the calls will arrive at different offices and it will be more complicated to decide how they are channeled and recorded. The call center, on the other hand, has the sole function of facilitating communication. Operators are trained to resolve issues on their own and only refer the call to an executive in exceptional cases.
The position of teleoperator is very particular among the thousands of job offers today, given that its name is not enough to know precisely the tasks that must be carried out, the degree of training that must be had to obtain it. or the purposes of the contracting company, as well as its degree of legitimacy. Working in a call center is for many synonymous with getting “easy” money, and this says a lot about the prestige of these establishments.
However, it is important to emphasize the existence of two well-defined extremes: call centers with a solid infrastructure, in which absolutely legal activities are carried out and the staff receives intense and constant training; and those that are no better in organization than a street stall and that seek to raise as much money as possible before someone discovers their fraudulent nature and reports them.
This last type of call center is the one that people generally perceive as a quick source of income, and where very young people go to have their first work experience, foreigners who arrive in a country with little savings and need money quickly to pay the rent. , older people who do not get a better job because of discrimination and people who, for various reasons, do not feel comfortable working in front of the public and prefer the security that being behind a phone offers them.