Newsroom
- VADS
- Newsroom
- What is a Call Center: Definition, Functions, and Duties
What is a Call Center: Definition, Functions, and Duties
01 November 2021
What is a call center? Actually, what is the function of a call center in a company? For a company, the existence of clients or customers is very important. Without customers, it is impossible for a company to grow.
Therefore, maintaining good relationships with customers is a must. The existence of a call center will help you carry out these functions. The call center will act as a bridge that connects you with your customers. To answer the question of what is a call center and its function in the company, let's look at the following explanation.
What is a call center?
What is a call center? Call center itself is a phrase in English that means "call center". As the name suggests, the call center is a part of the company that is the center for receiving or making calls.
Generally, a call center in a company is a form of service to customers. Through the call center, customers can communicate with the company. Whether it's providing feedback, submitting a complaint, or even asking for information related to the products being sold.
In the conventional model, the call center is carried out by the company internally. That is, the company recruits employees who are given a job description as a call center. However, along with the times and technology, call centers can also be outsourced to third parties outside the company.
Call center function in the company
Then, what is the function of the call center itself? The call center function is closely related to communication with customers, here are the details:
1. As a liaison between the company and customers.
2. As a provider of information needed by customers related to the company's products.
3. Carry out marketing activities to prospective customers via telephone.
4. Conduct market research by analyzing data obtained from communication with customers.
Call center duties and responsibilities
After discussing what a call center is and its functions, it is now dead to discuss their duties and responsibilities. The main task of the call center itself is to receive and answer calls from customers so that two-way communication occurs between customers and the company. The following are some of the duties and responsibilities of a call center:
1. Receive and answer incoming calls to the company.
2. Listen to complaints submitted by customers carefully.
3. Provide solutions to customer complaints.
4. Convey complete information about the products or services offered by the company.
5. Respond to all customer calls with good service, agile, friendly, and of course solutions.
In addition to these tasks, there are times when the call center also has to make outgoing calls. The call is addressed to potential customers and is a form of company marketing.
Types of call centers
There are various types of call centers. Here are some types of call centers that are commonly found in Indonesian companies:
1. Inbound call center - This is the most common type of call center implemented in companies. The incoming call center is in charge of receiving all incoming calls to the company.
2. Outbound call center - The opposite of an incoming call center. The function of this type of call center is to make outgoing calls. Generally, calls are made to contact potential customers.
3. Domestic call center - Domestic call center has a specific task, which is to receive incoming calls with numbers from the same country.
4. International call center - As the name suggests, the international call center is in charge of receiving calls from overseas numbers. This type of call center is common in multinational companies.
The reason companies need a call center
Why should a company have a call center? With a call center, you can maintain a relationship with customers. You can determine whether customers are satisfied with the product or find it difficult to use the company's products.
Good quality with customers will increase the potential for repeat orders from customers. In fact, it is possible that customers will become "marketing" companies because they are satisfied with your product. That way, you can increase customer satisfaction while increasing sales and even achieving business efficiency.
From this review of what a call center is and its function, it can be seen that the role of a call center is very important for a company. Because the call center is a bridge between the company and the customer. The call center makes communication with customers well established.
Want to have a call center for your own business, but don't have the resources that promise? No need to worry, VADS Indonesia through Contact Center Services is ready to help you. Through this service, you can choose the type of call center that suits your current company. Click here for a direct consultation regarding Contact Center Services from VADS Indonesia!
Related News
19 November 2024
14 November 2024
08 November 2024
05 November 2024
01 November 2024
31 October 2024
25 October 2024
22 October 2024
18 October 2024
16 October 2024
11 October 2024
09 October 2024
08 October 2024
07 October 2024
27 September 2024
24 September 2024
20 September 2024
13 September 2024
10 September 2024
10 September 2024
06 September 2024
04 September 2024
02 September 2024
02 September 2024
09 August 2024
05 August 2024
26 July 2024
23 July 2024
02 July 2024
25 June 2024
18 June 2024
14 June 2024
06 June 2024
31 May 2024
24 May 2024
26 April 2024
02 April 2024
08 March 2024
05 March 2024
01 March 2024
29 February 2024
27 February 2024
23 February 2024
20 February 2024
16 February 2024
13 February 2024
09 February 2024
06 February 2024
02 February 2024
30 January 2024
26 January 2024
23 January 2024
19 January 2024
17 January 2024
12 January 2024
09 January 2024
05 January 2024
04 January 2024
29 December 2023
26 December 2023
20 December 2023
13 December 2023
08 December 2023
05 December 2023
28 November 2023
23 November 2023
17 November 2023
14 November 2023
09 November 2023
08 November 2023
01 November 2023
24 October 2023
17 October 2023
17 October 2023
11 October 2023
10 October 2023
06 October 2023
04 October 2023
29 September 2023
27 September 2023
26 September 2023
22 September 2023
21 September 2023
15 September 2023
08 September 2023
01 September 2023
22 August 2023
18 August 2023
15 August 2023
15 August 2023
04 August 2023
26 July 2023
21 July 2023
04 July 2023
03 July 2023
30 June 2023
09 June 2023
01 June 2023
30 May 2023
26 May 2023
19 May 2023
17 May 2023
12 May 2023
04 April 2023
16 March 2023
09 March 2023
24 February 2023
22 February 2023
14 February 2023
13 February 2023
09 February 2023
31 January 2023
26 January 2023
23 January 2023
19 January 2023
12 January 2023
10 January 2023
06 December 2022
31 August 2022
17 June 2022
09 May 2022
20 April 2022
06 April 2022
01 April 2022
25 February 2022
23 February 2022
21 February 2022
18 February 2022
15 February 2022
11 February 2022
08 February 2022
07 February 2022
04 February 2022
02 February 2022
31 January 2022
17 January 2022
14 January 2022
07 January 2022
03 January 2022
28 December 2021
07 December 2021
27 October 2021
25 October 2021
18 October 2021
15 October 2021
14 October 2021
21 September 2021
22 April 2021
15 April 2021
13 April 2021
08 April 2021
05 April 2021
26 March 2021
23 March 2021
18 March 2021
15 March 2021
12 March 2021
09 March 2021
04 March 2021
02 March 2021
26 February 2021
23 February 2021
19 February 2021
16 February 2021
11 February 2021
09 February 2021
04 February 2021
02 February 2021
26 January 2021
21 January 2021
19 January 2021
14 January 2021
12 January 2021
07 January 2021
05 January 2021
29 December 2020
17 December 2020
15 December 2020
10 December 2020
08 December 2020
04 December 2020
02 December 2020
18 November 2020
16 November 2020
13 November 2020
11 November 2020
10 November 2020
09 November 2020
06 November 2020
04 November 2020
28 October 2020
23 October 2020
12 October 2020
09 October 2020
06 October 2020
02 October 2020
30 September 2020
23 September 2020
19 September 2020
26 August 2020
22 July 2020
23 April 2020
16 April 2020
09 April 2020
26 March 2020
19 March 2020
12 March 2020
05 March 2020
27 February 2020
20 February 2020
13 February 2020
06 February 2020