What are the main parts of the business of the call center?
In general, people assume that the whole business of call center staffs is answering phones and dialing, and it seems to be an easy task. Most people don’t have access to get to know more about how call centers operate, but we are lucky to know it better.
In a macroscopic view, the business of the call center is divided into two parts: incoming calls and outgoing calls. The incoming calls department mainly deals with inquiries of customers. For example, Customers who sent a parcel can check whether it arrives. DHL applies a high standard in managing call centers, using specifically designed IT system, and sound-proof offices. The human resource department takes charge of recruitment and training of staffs. Apart from on-the-work training, staffs will also have to take exams. In work hours, phones are ringing here and there, and we can feel an atmosphere of intensive and busy.
In the outcoming department, however, the working atmosphere is rather different. Outcoming calls mainly aim to telephone marketing, so the ultimate goal is to increase sales revenue. The operators are busy dialing and inputting data at the same time.
Surprisingly to most people, the customer service staffs are experiencing a high level of pressure and exhaust because they have to keep talking all day long without seeing the customers. Management has done some measurement to solve this problem by providing with entertainment facilities, and it works.