What is a Call Center: 6 Things You Need to Know

A call center is an integral part of any large company that works with customer orders. Such a call processing center can be in-house (with full-time employees involved in the work) or remote (customer calls are processed by employees of an outsourcing agency).

This division of the company is used for the following purposes:

• Technical customer support;
• Processing client requests;
• Informing clients;
• Conducting surveys/research.

And this is only a small list of how a call center can be used. Depending on the tasks set, a call center can work only to receive calls from clients, in outgoing mode to attract clients, or in a combined mode.

It should be noted that a call center is often confused with a contact center

Their functions are identical, and there is only one fundamental difference. A call center works only with voice calls. While a contact center also uses other channels of communication with clients.

However, in the realities of the modern world, it is difficult to imagine working with clients exclusively by phone. Since using email, online chat or instant messengers significantly increases sales conversion. Any company today uses not only traditional telephony  but also alternative channels of communication with clients for the most effective interaction and increase loyalty.

However, in everyday life these terms are perceived as synonyms but also country code +47, norway phone numbers companies may also use other terms – customer service center. Technical support service, customer service department, and others.

In addition to call centers in the usual sense, virtual ones are also widely used. What does this terminology mean?

Call Center: 6 Things is called virtual because it does not function in the usual sense – a crowded office where customer calls are simultaneously processed by operators. Modern technologies allow the support service to operate regardless of the actual location of the operators.

Thus, a company may have its own call center

But it works virtually. This means that calls are processed by employees who are not located in one office. At the same time, they can not only be dispersed across departments and branches of the organization, but also work remotely from home.

Also, a virtual call center may not be part of the company’s structure, but work on outsourcing. For example, a company has a sales department, but during the period of seasonal activity it is necessary to increase the number of operators working with customer calls. To do this, it is not necessary to hire employees under a fixed-term contract, but to contact an outsourcing agency that will provide remote expansion of the capabilities for processing calls and customer requests during peak hours.

What is the importance of call centers?

In the last couple of years, we have seen a certain trend towards large companies abandoning call centers. However, many not only maintain, but also invest in expanding their contact centers.

This is because call centers are especially valuable to most companies because they are an effective platform for communicating with customers. By offering quality customer service, a company creates a positive image and builds a solid base of regular customers.

Also, the call center allows not only to store, but also to accumulate data about clients, allowing not only to personalize requests. But also to perform an important function of tracking the actions of buyers. This data is of great value in the analysis and development of an effective business development strategy.

6 Things You Need to Know About Call Centers

We have already explained what a call center is, its differences from a contact center, and why this channel of interaction with clients remains key for business development. Let’s highlight twelve important points about call centers that will be of interest to both employees and companies, as well as ordinary clients who call contact centers.

1. Employee costs make up to 70% of the budget.

Organizing any business involves expenses, and the lion’s share of them goes to paying employees. According to research. On average, companies spend seventy percent of their total expenses on paying employees.

This figure may seem significant, but it shows that human resources are the main asset for any business. Experts note that a company’s investments in both employee training and attracting professionals yield results in both the short and long term.

However, not all managers share this point of view. They argue against investing in employees by staff turnover. And accordingly see no point in investing money in their development. At the same time, it has been proven that the lack of training and development is one of the main factors why people change jobs.

If we talk about a call center working conditions and respect for them are a source many people believe that there are no development options in such a structure, since they have a linear organizational structure. However, even with such a structure. There are opportunities for development and growth. Any contact center does not include only operators, but also involves a department manager, a distribution manager, trainers, data analysis and personnel departments.

2. Difficulties of work.

For any large team, it becomes more difficult to develop effective management. Staff turnover is inherent in the work of any call center, so managing such a department is difficult.

The call center manager faces the task of effective planning and forecasting the increase in call volume. If the call center does not have a sufficient number of operators, this leads to the formation of queues when customers call, a long wait for an answer, which ultimately leads to dissatisfaction on their part. And negatively affects the company’s image.

3. Monday is the busiest day in the call center.

The start of a new week is the busiest time of year for many businesses, and call centers are no exception. According to statistics, it is on the first day of the week that most customers make support calls that can be postponed over the weekend.

This factor should be taken into account not only by the call center management, but also by the clients. To organize the efficient work of the processing center, it is worth analyzing which day of the week has the most calls. And competently distribute the available resources among the employees

But if you are a client of any company and need to contact support. Then you should avoid Mondays. If possible, postpone the call to other days of the week, and do not postpone the request until the beginning of the new week if you can call on the weekend.

4. Peak hour for calls to the call center.

Everyone knows that if you need support, you shouldn’t put it off until the evening. This is because most people choose the evening time to call, since the working day is over and there is an opportunity to set aside time to resolve issues.

However, if we talk about rush chine directory hour when contacting the call center, the busiest time is not in the evening, but from 10 to 12 o’clock in the afternoon. This can be explained quite simply.

Most people start their working day during this time period, and complete all urgent work tasks. Or take their child to kindergarten/school. Therefore, there is free time for personal calls.

The second pattern of call center workload is related to human psychology. Most calls are made at the beginning of the hour. Most tasks during the day are planned according to this principle, and this also applies to calls. So, if a client has set a task to call the call center after ten o’clock. Then with the greatest probability he will dial the numbers in the first fifteen minutes after the clock shows ten o’clock.

5. Technology does not always help the call center operator.

It is a common belief that the introduction of new technologies can help the call center operator and make his work easier. However, in reality, this is not always true.

The correct organization of the call center can be compared to any recipe. The correct proportions of ingredients do not guarantee that the dish will be perfect. This principle is also observed in the work of the call center.

When implementing new technologies. It is important to consider not only what functions they perform. But also how this affects the operator’s work. It is necessary to use in work those systems that will be simple for the employee when processing a client request. Which will increase not only the positive impressions of the operator’s work, but also the client’s.

6. Call center operator – the ears and voice of business.

It is the contact center employees who have the largest volume of communication with clients in their work. They not only process orders, but also respond to objections, receive consumer feedback. And even information about competitors.

Therefore, it is the information from call center employees that will become indispensable when analyzing the efficiency of business processes. By competently using the information received in the analysis. The company receives a tool for improving not only the work of the call center, but also the company as a whole.