Contact Centre – Supports interaction with customers over a variety of media, including but not necessarily limited to telephony, e-mail and internet.
INBOUND call centre: exclusively or predominately handles inbound calls…call initiated by customers.
Outbound Call Centre: One in which call center agents make outbound calls to customers or sales lead.
Blended call centre: Combining automatic call distribution for incoming calls with predictive dialing for outbound calls, it makes more efficient use of agent time as ach type can handle the overflow of the other.
Criticism from callers:
- Operators working from a script.
- Non-expert operator(call screening)
- Incompetent or untrained operators
- Overseas location with language and accent problems.
- Automated queuing systems – resulting in long holding times.
- Complaints that departments of companies do not engage in communication with one another.
- Deceit over location of the call centre –allocating overseas workers false English names..
- Requiring the caller to repeat the same information multiple times.
Criticisms from Staff:
- Close scrutiny by management (frequent call monitoring)
- Low compensation
- Restrictive working practices
- High Stress
- Repetitive job task
- Poor working conditions
- Impaired vision and hearing problems
- Rude and abusive customers.
Key customer benefits to call centres:
-convinient customer access to the services required
- a positive experience from skilled operators.
- accurate and appropriate responses
-high level of customer satisfaction
-improved efficiency
-Monitor performance.
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