Call centres fall into 2 generic categories, inbound call centres and outbound call centres. Inbound call centres tend to deal with the incoming sales or service enquiries, help requests and fault reporting and diagnosing into a specific business whereas outbound call centers often manage sales, marketing and client feedback issues.
The stereotypical call centre environment is one of a solo workstation, manned by an operative wearing the call centre headset and chattering away via a console connecter invariably to a LAN or CRM.
Speech Recognition Software at Call Centres
First level incoming enquiries re now ofter handled by speech recognition technology. We are all familiar with the scenario, press 1 for sales, 2 for upgrades etc, and the speech recognition software is both the first line of comms as well as a filtration system that establishes where to route incoming calls. Needless to say this decreases staff costs but there are ongoing debates relating to customer satisfaction. invariably issues can arise with frustrated callers being held in queues as well as incorrect option availability or the consequences of making the wrong choice of options.
Call Centre Outsourcing
A natural economically driven business decision to relocate call centres to developing countries that offer significant cost advantages can be an attractive proposition initially. One of the most significant issues to consider is call center training and the requirements of ensuring compliance The Phillipines and India are popular destinations in this rapidly developing sector however there are critics that point to the low wage economy and difficulty for career progression and associated economic issues associated with lower wages in 3rd World countries.
Here To Stay?
It would certainly appear so. The industry is already mature and accepted by most users. Indeed in 20165 The Guardian reported that bank branch usage was down 16% due to mobile phone and call centre usage. Irreversible? – most likely. Room for improvement – without a doubt in most sectors.