A calling centre is an office where a companies inbound calls are received or outbound calls are made. In other words, these are centralised offices used for the purpose of receiving and transmitting a large volume of requests by telephone. An answering service is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In today’s society, calling centres are popular where many companies have centralised customer service and support functions. These employ many staff in customer service, sales, and support functions.
Call centres large offices are often staffed with representatives who either make or receive phone calls. A single office could have anywhere from a few dozen to hundreds of telephone staff – depending on the size of the call centre. Depending on the needs of the company, call centres can make either incoming or outgoing calls.
A contact centre is usually operated through an extensive open workspace for contact centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional locations, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Voice and data pathways into the centre are increasingly linked through a set of new technologies called Computer Telephony Integration(CTI).