Change of Subject

This Blog page is really old now so ill add some fresh stuff into it...

Today i feel like writing about call centers so here goes...

CALL CENTERS

We all are now to some degree familiar with this term. What a contact center means is a place or a division of a company or an organisation that communicates with the customers or consumers on a regular basis. This is done in basically three ways either by call, chat or emails. Of these three the most common one is calls. Which is now a 10 Billion dollar industry and which is estimated to grow almost double by the end of the yr 2012.

Let's get a broader understanding about the call centers. In a call center there are three types of functions performed. 1. Sales, 2. Customer Service and 3. Technical support. All the three are important but the sales are the ones that are the most sought after. It may not be everybody's cup of tea but for people who can nail it, it's a gold mine that never gets exhausted. After a product is sold customer services come into the picture. From the time the order is placed to the time it is delivered and beyond is handled by the customer services. This department is in fact the first point of contact for any customer who calls a call center. From here the calls are routed to technical support and sales as per the caller's requirement. Technical support is only applicable to those centers where an electronic and more specifically a computer related equipment is sold. This department is responsible for troubleshooting any issues the customer might have and if they can't they need to schedule a technician visit as per the customer's convinience.

That's about call center's functions. Now let's talk about the heirarchy. The call center Heirarchy starts at the front line agents or executives and then team leaders and managers and floor managers. Assistant VP and VP and then the Site Leader or the President of the company. Now of these the most important job is that of the agents. Because if not for them the company would not need the other positions. Most higher level officials in call centers tend to forget this very important detail. However, a manager or a team leader's job is also very important because they are responsible for the training and development of the team per se. They are also responsible for overlooking day to day business of a call center. The other positions are mainly involved in meetings and decision making that affects or changes the future of the company.

How does it feel to work in a call center? Stay tuned to my blog and check back again in a few days for the answers.....