Customer call centers. An operational units that serve the purpose of providing sales, marketing, customer service, telemarketing or technical support.Businesses around the world use contact centers for customer interfacing. Call centers serve the purpose of providing sales, marketing, customer service, telemarketing or technical support. Customer call center representatives or agents perform multiple roles on behalf of the said businesses.

As the trend of outsourcing come to rise, many companies are investing in call centers, which are establishments that employ a service provider like a customer support group in handling concerns and questions of the business customer and clients by the phone.

1) Customer Inquiries

Customers contacts a call centers in making inquires about a particular products and services a business provides. The customer may want information about an item or prices. Other centers may entertain calls from customers on aparticular transactions; for instance, a customer might call up to settle her credit card bill.

2) Marketing and Sales

Established in assisting businesses to sell products or in acquiring customers. Customer service representatives makes outgoing sales calls, these calls may be to consumers who have no previous contact with the busines or may have expressed initial interest, included in the call center’s database as a result. The center then promotes the word about the business to get more prospects interested in the its products and services in the goal of increasing sales.

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3) Resolution

A number of call centers assigns teams in handling complaints about a company’s product or service. A call center is suited for this specific function as representatives deals through the issue with customers over the phone, abling customers to express themselves fully thus the quick resolution. The call center as a complaint resolution alternative can help in the resolution process as compared to regular mail options.

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4) Support

A number of call centers deal with inquiries such as product guarantees or warranties. An outsourced establishment or third-party may handle this function rather than the actual manufacturer. Call centers handle concerns or issues consumers may have with the products that a company produces. Say for example, a business selling fax machines may establish a call center to assist its customers of instance of technical problem or customers are unsure on going about with the machine.

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5) Convenience

A call centers allows businesses for an easy and quick access to its customers. Most importantin the age when consumers have quick access to information and services via the net; businesses must be able to keep up with this trend and move quickly to answer consumer needs.

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8 Responses to “Customer Call Center Roles”

  1. Very good information. Lucky me I reach on your site by accident, I bookmarked it.

    • Northern Worx KPO says:

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  3. This is very good! Photos are memories frozen in time. Even if the people have already changed, at least in photos they remain the same. Like the time I was working at a Philippine Call Center. I had photos of our grand time together even if my colleagues have moved on to other paths in life.

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  5. kpss says:

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