Call centre
Overview
Telephone
The telephone , colloquially referred to as a phone, is a telecommunications device that transmits and receives sounds, usually the human voice. Telephones are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to each other...
. A call centre is operated by a company
Company
A company is a form of business organization. It is an association or collection of individual real persons and/or other companies, who each provide some form of capital. This group has a common purpose or focus and an aim of gaining profits. This collection, group or association of persons can be...
to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing
Telemarketing
Telemarketing is a method of direct marketing in which a salesperson solicits prospective customers to buy products or services, either over the phone or through a subsequent face to face or Web conferencing appointment scheduled during the call.Telemarketing can also include recorded sales pitches...
, clientele, product services, and debt collection are also made. In addition to a call centre, collective handling of letters, fax
Fax
Fax , sometimes called telecopying, is the telephonic transmission of scanned printed material , normally to a telephone number connected to a printer or other output device...
es, live chat, and e-mails at one location is known as a contact centre.
A call centre is often operated through an extensive open workspace for call centre agents
Customer representative
A customer representative is an individual who represents a community that intends to purchase a product. The term is most often applied to a representative of a company who works closely with a producer or developer to clarify specifications for a product or service. The term is used in software...
, with work stations that include a computer for each agent, a telephone
Telephone
The telephone , colloquially referred to as a phone, is a telecommunications device that transmits and receives sounds, usually the human voice. Telephones are a point-to-point communication system whose most basic function is to allow two people separated by large distances to talk to each other...
set/headset
Headphones
Headphones are a pair of small loudspeakers, or less commonly a single speaker, held close to a user's ears and connected to a signal source such as an audio amplifier, radio, CD player or portable Media Player. They are also known as stereophones, headsets or, colloquially, cans. The in-ear...
connected to a telecom switch, and one or more supervisor stations.
