Call Centre work

Ezequiel Mejia
What is a Call Centre?

A call center is a centralized office where

customer service representatives handle
inbound and outbound telephone calls to
assist customers with inquiries, support, and
sales.
 What's the difference between
Call and Contact Centre?

A call center primarily handles telephone

communications, while a contact center
manages multiple channels, including phone
calls, emails, live chat, social media, and
more.
 What are Virtual call centres?

Virtual call centers are contact centers where agents work remotely from
various locations rather than from a centralized physical office. They use
internet-based technology to handle calls and communications.
Why Are Call Centres Still So
Valuable?
Call centers remain valuable because they
provide personalized customer support,
handle complex inquiries, enhance customer
satisfaction, and facilitate direct
communication, which can build customer
loyalty and address issues efficiently.
 How Do
Contact centers measure
Contact Centres performance using metrics such
as Average Handle Time (AHT),
Measure First Call Resolution (FCR),
Customer Satisfaction (CSAT),
Performance? Net Promoter Score (NPS), and
Service Level (speed of answer
and response time).
What Technologies Do
Call Centres Use?

Call centers use technologies such as

Automatic Call Distributors (ACD),
Interactive Voice Response (IVR) systems,
Customer Relationship Management (CRM)
software, call recording and monitoring
tools, workforce management software, and
omnichannel communication platforms.