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Since they appeared on the scene about fifteen years ago, call centers have become a staple in the business world. The advances in technology and information technology in particular, have enabled the call center business to expand and succeed. Call centers are offices that receive large volumes of telephone calls from customers of the companies they represent. Call centers are manned by call center agents. The interesting thing about call centers is that they do not need to be in the country of the companies they provide the service to. In some cases it is generally more cost-effective to establish call centers in other countries. This is one reason why offshore call center services are in such demand. There are in fact different types of contact center, namely: o Inbound call centers: These types only take calls from customers, hence the name. They were once the most common type of contact centers. o Outbound call centers: These are generally the opposite of inbound call centers in that call center agents makes calls to customers and prospective clients seeking sales or lead generation. o Contact centers: With this type contact with clients is not just via telephone, but also by live chat and email. Contact centers may also be responsible for handling all written correspondences for a company that is, letters and faxes. o Blended call centers: These types have features of all the others. Blended contact centers may well be the future of call centers as many begin to offer all the services being demanded by customers. Benefits of a Call Center There are many benefits to using a call center. The main benefit is an increase profitability brought about by improving efficiency. There is more time for staff to perform their core functions instead of answering calls or processing applications. The fees for outsourcing to call centers is minimal compared to paying full time staff. Services There are a wide variety of call services that call center offer: These include: o Phone answering service o Troubleshooting/technical support services for products o Messaging services o Voice Mail ordering o Outbound Telemarketing services Call Handling offer a variety of call center services. These services take in some of those listed above but also include: o Backend transaction processing and office services: Here we go the extra mile while providing professional services in skip tracing, payroll processing, application processing and researching and analyzing data. o Outbound collections: At Call Handling we make calls to clients requesting payment on your behalf or acknowledging that payment has been received. o Customer care: Call Handling customer care is more than just responding to queries. We treat customers right so as to build loyalty - each customer is treated as a valued individual. Call Handling also serves a wide cross section of businesses. In fact, we represent companies in the: o Financial services sector o Travel and hospitality industry o Health and Supplement industry o Technology industry o Telecom sector o Insurance o eCommerce and Retail
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