Call centres

Call centre is a physical or virtual operation within an organization in which a managed group of people spend most of the time doing business by telephone

Call centre is a workplace where agents use different channels, calls, chat and email.

Call centre is a workplace that integrate telephone and computer technologies.

Call centre is a place that deliver services to customer over the telephone, replacing or complementing face-to-face interaction with public.

Offshore and nearshore.

Headphone and headset.

Inbound and outbound.

Off peak and Peak traffic.

Customer

Script

Agent

Management

Customer has a question about the product or service.

Customer wants to change his/her address.

Customer needs guidance to use the product he/she bought.

Customer feels lonely and he/she wants to talk with someone.

True

False

Customer satisfaction and both profitability and loyalty

Service quality and customer satisfaction

Employee satisfaction and service quality

Customer questions and no response

Deliver service that satisfies the customer.

Respond rudely to the customer.

Understand their needs.