Call centers are basically, now a days act as an interface between public and the

organization, called sometimes as a point of contact for customers and public at

large. Away from the public & the organization itself, it routes the calls to a

particular department and acts as a first-stage filter for calls. Simple & routine enquiries

are dealt with automatically, using computer-generated messages or can be handled &

satisfied by the operators who have some understanding of business and its operations

and are aware of FAQs (Frequently asked questions).

In present day scenario, the goal & role of call centers has changed from mere traditional

operational services providers for financial sectors companies to large companies including

entertainment, cinema, tours & travel operators & local authorities to use call centers to

handle first-line enquiries. The credit of the success of call centers goes undoubtedly to the

rapid growth in IT sector and especially in telephony. Now, smaller size computerized

systems have replaced big switch boards, and even many systems employee voice recognition software.

The most fundamental effort of establishing a call center is for the organizations to gain a

competitive advantage. The cost of dealing with customers enquiries falls, and is set up

with core, the quality of customer satisfaction & service is increased.

The workflow through call center is controlled by the system itself. The agents are very

important as they are customers first point of contact with the Company. Call centers in

the past, have shown very high employee-turnover and high level of absenteeism because

of intense working atmosphere and wages were relatively low. So, the agents need to be

managed effectively & tactfully.

Questions:

1. Describe the system model for a call center & the organization.

2. Decision making process is supported largely by data collected both automatically

and by the agents at the call center. Justify.

3. Consider two organizations of your choice, each involved in different activity or

business. Consider the different types of calls that can be taken by their call centers.