12 Facts About Call centre

Call centre or call center is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone.

An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers.

Call centre centers increased with the deregulation of long-distance calling and growth in information-dependent industries.

The overheads of the contact centre are shared by many clients, thereby supporting a very cost effective model, especially for low volumes of calls.

The modern contact centre includes automated call blending of inbound and outbound calls as well as predictive dialing capabilities dramatically increasing agents productivity.

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Call centre technologies include: speech recognition software which allowed Interactive Voice Response systems to handle first levels of customer support, text mining, natural language processing to allow better customer handling, agent training via interactive scripting and automatic mining using best practices from past interactions, support automation and many other technologies to improve agent productivity and customer satisfaction.

Virtual call centre technology allows people to work from home or any other location instead of in a traditional, centralised, call centre location, which increasingly allows people 'on the go' or with physical or other disabilities to work from desired locations - i e not leaving their house.

Companies that regularly utilise outsourced contact Call centre services include British Sky Broadcasting and Orange in the telecommunications industry, Adidas in the sports and leisure sector, Audi in car manufacturing and charities such as the RSPCA.

The inbound call centre is a new and increasingly popular service for many types of healthcare facilities, including large hospitals.

Call centre operations have been supported by mathematical models beyond queueing, with operations research, which considers a wide range of optimisation problems seeking to reduce waiting times while keeping server utilisation and therefore efficiency high.

An Indian call centre is the subject of the 2006 film Outsourced and a key location in the 2008 film, Slumdog Millionaire.

The 2014 BBC fly on the wall documentary series The Call Centre gave an often distorted although humorous view of life in a Welsh call centre.