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What is a Call Center?

By RR
Updated: May 16, 2024
Views: 221,734
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A call center is an office where a company's inbound calls are received or outbound calls are made. Call centers are increasingly popular in modern society, in which many companies have centralized customer service and support functions. Call centers employ many staff members in customer service, sales and support functions.

Call centers are often large offices staffed with representatives who either make or receive phone calls. Depending on the size of the call center, a single office could have less than a dozen representatives ore more than 100 staff members. Some call centers focus on answering inbound calls, such as a call center for a bank that gives out a toll-free number for customers who need assistance. In this example, representatives can provide services such as giving account balances, answering questions about transactions or taking loan applications over the phone. Other call centers focus on outbound calls, such as those for survey companies whose representatives make calls to ask people survey questions.

Advantages

Call centers can provide various advantages to companies. By centralizing telephone-based service and support in one location, companies can easily adjust their staffing to match the call volume. Call centers can be located almost anywhere, allowing companies to take advantage of time zones and cheaper labor rates in different regions and countries. They also centralize the technological needs of companies, allowing major telecommunications setups to be installed in a limited number of call centers instead of a in many smaller offices. This helps make maintenance, upgrades and training easier.

Technology

Many call centers use various technologies to help improve performance and customer experience. Inbound call centers often use automatic call distribution, in which incoming calls are assigned to representatives in the order in which they are received. Other call centers utilize call monitoring, in which customer calls are randomly monitored by quality assurance staff members to ensure that phone representatives meet the customers' needs. Call center technology evolves constantly, helping call center staff members assist customers more efficiently and effectively.

Outsourcing

Call centers have become increasingly popular as outsourcing has increased. In outsourcing, a company contracts out some jobs to be handled by other companies. Maintaining call center equipment and staffing can be expensive, so some companies choose to outsource their telephone functions to an external call center. In this case, external call center staff members can be trained to answer phone calls on behalf of multiple companies.

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Discussion Comments
By anon944193 — On Apr 06, 2014

Does a call center work for one company or multiple companies?

By anon327656 — On Mar 29, 2013

Do not work in call centers. It will be a waste of your time and life. It is a dead end job, and an odd job. Join an industry that can give you growth in future. Call centers will ruin your youth.

By anon290736 — On Sep 10, 2012

Can you tell me what are the major features of a call center, and do people need to have experience in no inbound and outbound call transactions?

Why do the bosses ask me these questions in an interview?

By anon281343 — On Jul 23, 2012

Many people ask about interview questions and what is the difference between inbound and outbound call centers.

First off, I should know about interviews since I used to work in call centers.

1. What will the interviewer sometimes ask?

What makes you qualified for the position. Please give examples of past experience, education, training. Stay on topic.

2. Will you be able to sit all day answering phones? Give an honest answer and include examples on how you can achieve it.

3. The interviewer will give you a scenario about an upset customer and then you would have to answer how you would deal with it. Give an answer to the best of your knowledge. Try to focus on calming and accepting the customer's circumstances.

4. They will ask how you get along with others. Give them your personality and traits and give examples.

5. They will ask why you want to work there. Give an honest answer, mainly something about helping others and knowing your skills.

6. They might ask you if you have questions, so have some questions in mind. Good questions would be to ask about the goals of the company, the dynamics of the company and what contributions can an employee give.

By anon254899 — On Mar 15, 2012

BPO stands for business process outsourcing.

A call center is a business process outsourcing company which has a lot of accounts. In every accounts there are lots of agents who are going to make and take the calls.

By anon241743 — On Jan 20, 2012

What are the characteristics of a call center agent?

By anon233042 — On Dec 04, 2011

I want to work in a call center. So I need some tips about a call center. Basically what types of questions they want to know in an interview.

By anon202917 — On Aug 03, 2011

A call center job is the most popular job now, but being a call center is very hard. You have

to study the american accent and the intonation, but if you really love what you're doing, working in a call center is easy!

By amypollick — On Jul 30, 2011

@anon201245: Let me respectfully say that you do not need to get a job in a call center until you have improved your speaking skills, especially if you won't be communicating in your first language.

A call center position is customer service-oriented. It will be extremely difficult for you, and frustrating for your callers, if you are unable to make yourself understood in their language.

I strongly recommend you take more classes, or get private instruction from a native speaker of the language you'll be communicating in. Otherwise, you're letting yourself in for a tremendous amount of frustration and anger.

By anon201245 — On Jul 30, 2011

I am planning to apply in a call center but the problem is I'm only good in writing, not much in speaking. Please advise me on how to deal with it.

By anon186406 — On Jun 15, 2011

what is industry usage?

By anon183950 — On Jun 06, 2011

There are some hypothetical questions in call center interviews. How can I overcome it?

By anon172727 — On May 04, 2011

i think, applying in a call center is just easy. all you have to do is be confident in yourself that you can really do it, and be focus to the questions thrown at you.

answer them in a sentence way and support your answers, too. you need not to speak very fast as long as you are conversant and be relaxed. avoid circumlocution of words, play your american accent, avoid monotonous and transgeration. be sure to make closure when you're done.

I'm not a call center agent employee but most of my cousins are, as per experience they had, that is the best attitude to have in an interview at a call center.

So, good luck!

By anon172598 — On May 04, 2011

they will ask you these kinds of questions:

why do you want to work in a call center?

tell me about yourself.

why do we need to hire you?

what are your expectations from this job?

By anon169814 — On Apr 23, 2011

in a call center there are inbound calls in which you talk to the the customer about your product and services and outbound in which you have to call a potential customer and convince them to use your product and services. in short, you have to generate maximum revenue.

By anon165481 — On Apr 05, 2011

How much do call center jobs pay?

By anon163974 — On Mar 29, 2011

is there a one week practice for those new applicants for call center agents?

By anon161968 — On Mar 22, 2011

what are the advantages and disadvantages of being a call center agent?

By anon150797 — On Feb 08, 2011

i want to work as call center agent hope someone can help me to answer some questions.

what is call center for you?

why do you want to work as call center agent?

By anon149049 — On Feb 03, 2011

can you give me some lists of possible questions in a call center interview? including the best answers for that particular question. thank you.

By anon132471 — On Dec 07, 2010

Can I ask you one question: do call centers offer stable jobs?

By anon125712 — On Nov 10, 2010

somehow, even if you already have your accent and you know english, you can't avoid that you'll be intimidated by your interviewer, that causes you to stammer and sometimes run out of words. how can i prevent this?

By anon125292 — On Nov 09, 2010

how can i get the best answers to call centers questions.

By anon124262 — On Nov 05, 2010

Mostly a call center company hires applicants who have at least finished two years in college. There are also companies now accepting high school graduate as long as you have average or above average communication skills.

By anon123636 — On Nov 03, 2010

is there any chance to be hired as a call center agent even though I am not a college graduate. Please post your answer immediately.

By anon123634 — On Nov 02, 2010

do you think being a call center agent is a very hard job, and how difficult is it?

By amypollick — On Aug 18, 2010

A list of possible call center questions:

Have you ever worked in a call center before? If so, how long did you work there?

Why do you want to work in a call center?

Can you work a job that requires you to stay on the phone all day?

Can you help people and continue to be pleasant, even when they are angry or difficult?

We assist customers who speak English (or whatever language). Are you fluent in English? Can other English speakers understand you when you speak?

Will you be at work every day?

What hours can you work?

Do you have a professional workplace attitude?

Do you get along well with co-workers?

These are just a few questions you may or may not be asked. I can guarantee any interview questions, however, will deal with whether you are able to do the job, and whether you can help customers who are angry, while maintaining a pleasant demeanor. Your role is to represent your company and to provide good customer service. Don't forget that.

By anon100684 — On Jul 31, 2010

How much salary do they provide. i want to do the call center.

By anon98236 — On Jul 22, 2010

can you give me particular questions and best answers?

By anon97528 — On Jul 20, 2010

what type of questions do they ask in the interview? i want answers.

By anon95494 — On Jul 12, 2010

can you give me some lists of possible questions in a call center interview? including the best answers for that particular question. Thank you

By anon93707 — On Jul 05, 2010

Can you give some questions with answers that are mostly asked in a call center job.

By anon93124 — On Jul 02, 2010

what are the most commonly asked questions during a international call center interview?

can you give me some tips on a call center job interview?

what is the use of a call center?

can you give me some lists of possible questions in a call center interview? including the best answers for that particular question. Thank you

By anon91276 — On Jun 21, 2010

what are the main attributes a call center agent should have?

By anon89342 — On Jun 09, 2010

BPO stands for Business Process outsourcing.

By anon89064 — On Jun 08, 2010

I'm Van. Basically, i have the same questions as stated above and i actually had my final interview this morning with this particular call center. I won't mention the name, but sad to say i didn't attend due to lack of preparations. i really need help. i need more information and advice on how to pursue my career. thanks!

By anon87455 — On May 30, 2010

What do the letters BPO stand for?

By anon86128 — On May 24, 2010

what are the possible questions that will come out during the interview when you're applying as a call center agent? thank you

What are the characteristics of a call center agent?

what is the use of a call center?

what are the most commonly asked questions during a call center interview?

can you give me some tips on a call center job interview?

what is the use of a call center?

can you give me some lists of possible questions in a call center interview? including the best answers for that particular question. Thank you.

By Adam Smith — On May 17, 2010

Hello this is ana. this is really a very excellent site and i appreciate it very much. bpo

By amypollick — On May 10, 2010

To all who posted, wondering about a call center interview. Questions for a call center interview are much like the questions for any other job. The interviewer will listen to see if you have a pleasant speaking voice, first, which is of primary importance. He or she will probably ask if you've had any customer service experience before, and if you think you can be on the phone all day.

You need to have a good spoken command of your language, whatever it is, if you want to provide good customer service. A heavy accent is not desirable because callers may not be able to understand you.

You also must be able to deal with difficult people. Those calling in to a call center usually have a problem or difficulty of some kind. Your job is to help them solve that problem, if possible, and to offer them an acceptable alternative if it isn't possible.

You must be able to control your temper because you're bound to come in contact with people who seemingly don't want help -- they only want to scream at you, and feel no shame at doing so. You must be able to deal with these people in a courteous, professional manner, no matter how nasty they are. If you cannot deal calmly with angry callers, you don't need to work at a call center.

By anon83380 — On May 10, 2010

What are the possible questions when interviewed, including the best answers? thanks.

How can i face an interview at a call center?

what type of questions do they ask in the interview? how can i face this?

can you give me some tips on a call center job interview?

can you give me some lists of possible questions in a call center interview?

By anon83379 — On May 10, 2010

what is the most important thing for a call center?

By anon83377 — On May 10, 2010

how can i prepare for an interview at a call center?

By anon82218 — On May 05, 2010

Why do you want to work in a call center industry? Why do you want to work in an international campaign? What is the difference between local projects and international projects?

By anon80697 — On Apr 28, 2010

what is the most important thing for call center?

By anon80600 — On Apr 28, 2010

what are the questions asked when we approach for the interview in the call centers.

By anon80342 — On Apr 27, 2010

We just need some english fluency to attend an interview in a call center, and if possible, it's better to have some general knowledge, and you should be 16+ to join in a call center.

By anon80334 — On Apr 27, 2010

can you give me the suggestions of attending the call in call centers?

By anon79290 — On Apr 22, 2010

ow can i prepare for an interview at a call center?

please help me in applying for a job at a call center. I need tips. can you give me some lists of possible questions in a call center interview, including the best answers for that particular question? thank you.

By anon75850 — On Apr 08, 2010

how can i prepare for an interview at a call center?

please help me in applying for a job at a call center. I need tips. can you give me some lists of possible questions in a call center interview, including the best answers for that particular question? thank you.

By anon75239 — On Apr 06, 2010

What are the possible questions when interviewed, including the best answers. thanks.

By anon74846 — On Apr 04, 2010

how can i prepare for an interview at a call center?

By anon73593 — On Mar 28, 2010

can you give me some tips on a call center job interview?

what are the possible questions that will come out during the interview when you're applying as a call center agent?

By anon73537 — On Mar 27, 2010

how can i become a call center executive?

By anon72032 — On Mar 21, 2010

please kindly give me some important questions that one is likely to face when being interviewed for call center representative.

By anon70145 — On Mar 12, 2010

why do call center workers have a big salary?

By anon68950 — On Mar 05, 2010

What is age limit in a call center?

By Callworker — On Feb 16, 2010

A nice concise article on call centers.

By anon61644 — On Jan 21, 2010

which is the faberable call center in Nehru Place?

what is the feature in call center?

By devie — On Dec 18, 2009

what is a BPO? how is it related to a call center?

By devie — On Dec 18, 2009

what are the possible questions that will come out during the interview when you're applying as a call center agent? thank you

What are the characteristics of a call center agent?

what is the use of a call center?

what are the most commonly asked questions during call center interview?

can you give me some tips on a call center job interview?

what is the use of a call center?

can you give me some lists of possible questions in a call center interview? including the best answers for that particular question. Thank you.

By anon56118 — On Dec 12, 2009

What is inbound and outbound?

By anon52528 — On Nov 15, 2009

can you give me some lists of possible questions in a call center interview, including the best answers for that particular question. thank you.

By anon52223 — On Nov 12, 2009

what are the questions that might be asked in the call center interview?

By anon51922 — On Nov 10, 2009

there are two types of call center, the inbound where in calls are made and the outbound where in calls are received. inbound has something to do with telecommunication since it involves promoting a product.

By anon51032 — On Nov 02, 2009

can you help me on how to put up my own call center?

By anon50945 — On Nov 02, 2009

what is inbound and outbound?

By anon49841 — On Oct 23, 2009

im janzy. please help me in applying for a job at a call center. I need tips, please.

By anon49238 — On Oct 19, 2009

Can you please share the possible questions in a call center interview?

By anon45857 — On Sep 21, 2009

can you give me some tips on a call center job interview?

By anon45281 — On Sep 15, 2009

can you give me some lists of possible questions in a call center interview, including the best answers for that particular question. thank you.

By anon44973 — On Sep 12, 2009

how can i join call center? my fluency is not good.

By anon42822 — On Aug 24, 2009

May i ask for some samples of the coversations in a call center?

By vernamaceda — On Aug 20, 2009

what are the most commonly asked questions during call center interview?

By anon40525 — On Aug 09, 2009

what is the use of call center?

By anon38411 — On Jul 26, 2009

why is there interest for BPO jobs?

By anon38408 — On Jul 26, 2009

what are the characteristics of a call center agent?

By anon36838 — On Jul 15, 2009

what type of questions do they ask in the interview? how can i face this?

By anon36489 — On Jul 12, 2009

what is the importance of call center training?

By anon36037 — On Jul 09, 2009

may i know the total number of call center company in the world? for research purpose only thanks

By anon35354 — On Jul 04, 2009

what are the possible questions that will come out during the interview when you're applying as a call center agent? thank you

By anon34017 — On Jun 16, 2009

Which is the best institute of call center in noida? regards, anuj pradhan

By anon33904 — On Jun 13, 2009

how can i relate my course in a call center job? i'm a nursing grad.

By erwin — On Jun 09, 2009

what are the possible questions that will come out during the interview when your applying as a call center agent? thank you

By anon32096 — On May 16, 2009

Can you give me a best answer on how do you relate call center to my course computer science?

By anon26584 — On Feb 16, 2009

can you give me some lists of possible questions in a call center interview? including the best answers for that particular question...thank you

By anon12669 — On May 11, 2008

How can i face an interview of a call center?

By callcenter — On May 07, 2008

A call center is bridge between company and the customer, where customer can contact to company for relevant query they have.

Pushkar

By anon12007 — On Apr 28, 2008

How can I face an inverview of a call center?

By anon7317 — On Jan 24, 2008

What are the characteristics of a call center agent?

By anon2415 — On Jul 10, 2007

why have interest for BPO jobs..??

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