Call Center Operations and Opportunities: The Changing Times

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If you've ever had a question about your telephone bill, installing software, or making an airline reservation, odds are that you have called a call center. With approximately 70,000 locations, the call center industry is responsible for providing 5% of US jobs, and specializes in many different areas of service. Call centers are most frequently used in a while array of customer service, including support, sales, and collections. Because of globalization, many companies are choosing to outsource their call center operations to different countries, providing customers with 24 hour, 7 day a week service. This industry is revolutionizing the relationship between companies and customers. Trends suggest call centers will continue to play an important role in the future.

The call center industry is one of the largest employers in North America. A typical call center is a place where trained specialists receive and transmit large volumes of customer-request calls. Staff members screen inbound calls with the help of computer automation and forward them to well-trained agents who are prepared with menu-driven scripts. The 97% of business transactions in a call center take place over the telephone. Companies engaged in the industry operate call centers to administer incoming product support or field information inquiries from their consumers.

Despite being plagued by high employee turnover, poor working conditions, and low wages, the industry is surging ahead from being a back-office operations unit to becoming a strategic entity by which businesses handle customer relationships, boost sales, and increase profits.



The call-center concept made its modest beginning in the '70s, when the U.S. airline industry adopted it to revamp their customer services. Today, many large businesses employ in-house call center operations to interact with their customers. In some organizations, even internal functions such as help desk and sales support are performed through call centers. Other organizations turn to independent call centers for outsourcing and co-sourcing options.

Changing Trends
  • Most call centers today provide their services in the areas of customer service, inbound/outbound marketing, sales support, reservations, market research, technical help, and credit collections.

  • They support global companies' CRM strategies with the help of strategically located large contact centers.

  • Immense growth in consumer use of the Internet and email has fueled this evolution.

  • The huge amount of customer data available to companies has enabled them to utilize one-to-one marketing.

  • The market has accepted outsourcing CRM operations to third parties who are able to provide cost-effective and better services.

  • Call centers have emerged as strategic business assets.

  • Globalization has encouraged customers to expect services on their own terms—24 hours a day, 7 days a week, in their languages of choice, and at the places of their choice.

  • Innovations in technology are forcing call centers to periodically reinvent themselves.

  • Wall Street's entry into operations has made the industry grow at a phenomenal rate.
The Size of the Industry

According to industry estimates, about 5% of the U.S. working population—approximately seven million people-is engaged in the call center industry. Although at many call centers there may be only 20 people handling all the calls, most the centers of them have multiple sites where thousands of agents work. In North America alone, there are about 70,000 call centers. The industry has created five million new jobs in the U.S. in the last 15 years.

These trends suggest that in the years to come, call centers will continue to flourish and will play pivotal interface roles between organizations and their customers.
On the net:Insider's Guide to the Call Center Industry
www.tigertelutr.com/pdf/insiders.pdf

Call Center Operations: Profiting From Teleservices
www.the-resource-center.com/BOOKS/CALL_CENTER/call_center_operations.HTM

Call Centre
en.wikipedia.org/wiki/Call_centre

Call Centers in the Rec Room
www.businessweek.com/magazine/content/06_04/b3968103.htm

An Interview with The Call Center School's Founding Partner, Maggie Klenke
www.greatvoiceco.com/wp_maggiek.html

Support Services: The Call Center Industry is Far from Doomed
www.responsemagazine.com/responsemag/article/articleDetail.jsp?id=312244 If this article has helped you in some way, will you say thanks by sharing it through a share, like, a link, or an email to someone you think would appreciate the reference.

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 customers  United States  airline industry  employers  working conditions  North America  profits  phone calls  trends  contact centers


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