CALL CENTER

WHAT IS A CALL CENTER?

Let's talk about call center that was the main topic developed in this course, taking into account about what I have understood and learned through the reading call center is an industry in which an agent handles a large amount of calls, request, inquiries, technical support and products orders, in order to provide customer service. As well as call center is a blended service that is a used strategy with the purpose of receive inbound calls and conduct outbound calls at the same time to achieve success and be more efficient. As far as I know, inbound calls are received by an agent in order to attend customers’ necessities, however outbound calls are in order to sell products and this allow them to receive additional compensation. Also in order to know how well the performance of an agent is, there is a metric that determine the numbers taking into consideration the attendance, and the time that an agent is producing during his work. I think that is very important be responsible and efficient in order to become a top performer call agent.