Call centre is an arrangement where the calls are
entertained at massive level, these calls may be inbound
or outbound depending upon the particular Call centre.
So we can say that the Call centre is a centralized
process of handling the calls. The people who work
at call centre and handles the calls, are called Call
The most generalized task of a call centre is to provide
the appropriate support to the customer queries while
telemarketing and debt collection are some of the
other tasks done by a call centre.
decades ago, the companies of United States were thinking
of measures to cut the costs while maintaining contacts
with the customers. The same was happening to the
companies of United Kingdom, so a concept of clustering
the telephonic contacts with customers was devised.
According to this concept it was possible to maintain
contacts with lot of customers using only a single
Greatest advantage of this newly generated concept
was that only a few people were required to handle
a big number of calls. In this way the number of people
required for handling the telephonic interaction with
customers was decreased and hence the profitability
& productivity of organization was increased.
The concept was followed by other countries and it
became very popular in United Kingdom in 1980s.This
concept was popularly christened as “Call centre”.
and Scotland were the countries of UK who performed
well on this “call centre” concept in
the earlier decades. Now when this concept was successful,
it was followed in most of the countries including
countries of Europe, Asia and South Africa. India
became popular to follow this concept because there
were a lot of people available to work on this concept
in comparatively lower wages than other countries.
Types of Call Centers :
- Tele-Marketing call
- Web Enabled call center.
- Outbound call center.
- Virtual call center.
- Inbound call center.
- Customer relationship
- Interactive call center.