Types of call centers: functions, characteristics and trends
Posted: Sun Dec 22, 2024 8:47 am
By Zendesk
Last updated on 12 December 2023
types of call centers
A call center is a space where companies make and/or receive telephone calls from customers. The objective of these contacts varies depending on the type of call center involved.
For example, the objective of the call is not the same for a call center that provides telemarketing services as when a customer contacts a technical support call center to receive assistance.
Today, the call center remains australian whatsapp number relevant within companies. In fact, the global contact center market reached almost USD 340 billion in 2020.
In this post we tell you about the different types of call centers and what functions each one performs. As an added value, we offer you 3 tips on technical support call centers. Join us!
Summary
Depending on the flow of the operation, call centers can be divided into inbound (for incoming calls), outbound (for outgoing calls) or blended (which combine both types).
Depending on their functions, there are call centers for customer service, telemarketing, telesales, debt collection and technical support.
To be successful in a call center, you must prioritize three fundamental actions: put the customer experience above all else, carefully select customer service personnel, and take advantage of technology.
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Last updated on 12 December 2023
types of call centers
A call center is a space where companies make and/or receive telephone calls from customers. The objective of these contacts varies depending on the type of call center involved.
For example, the objective of the call is not the same for a call center that provides telemarketing services as when a customer contacts a technical support call center to receive assistance.
Today, the call center remains australian whatsapp number relevant within companies. In fact, the global contact center market reached almost USD 340 billion in 2020.
In this post we tell you about the different types of call centers and what functions each one performs. As an added value, we offer you 3 tips on technical support call centers. Join us!
Summary
Depending on the flow of the operation, call centers can be divided into inbound (for incoming calls), outbound (for outgoing calls) or blended (which combine both types).
Depending on their functions, there are call centers for customer service, telemarketing, telesales, debt collection and technical support.
To be successful in a call center, you must prioritize three fundamental actions: put the customer experience above all else, carefully select customer service personnel, and take advantage of technology.
Related content
What is a call center advisor? [7 KEY FUNCTIONS]
What is the structure of a call center and its organizational chart?
How to create a successful call center in 4 practical steps?