Call Centre Management

Call center management is an increasingly important skill as the use of call centers becomes a popular method of centralizing information services, streamlining order taking and providing valuable customer support. The skills required to successfully set-up and manage a call center encompass everything from staff recruitment and personnel management, to technical understanding of the options available, and the all-important customer relationship management. From small customer service departments to large call centers, the importance of developing successful call center management is vital for building a valued relationship with customers to support long-term business growth. Many organizations rely on their call centers as a way to provide fast and cost-effective customer service. Information Builders' solutions can help you streamline call center operations and increase customer satisfaction, while improving efficiency and reducing related expenses. Managing a call centre effectively is as much of an art as it is a skill. This foundation Call Centre Management training course gives you an opportunity to look at the best use of resources, understanding reports and planning for future activity. They look at how to keep your team motivated, well trained and able to contribute towards the success of the overall operation and review the effective running of this key department within a customer focused environment while both providing quality service and increasing revenue.

Introduction And History Of Call Centre

A Call centre is an arrangement where the calls are entertained at massive level, these calls may be inbound or outbound depending upon the particular Call centre. So we can say that the Call centre is a centralized process of handling the calls. The people who work at call centre and handles the calls, are called Call centre agents.The most generalized task of a call centre is to provide the appropriate support to the customer queries while telemarketing and debt collection are some of the other tasks done by a call centre.
Several decades ago, the companies of United States were thinking of measures to cut the costs while maintaining contacts with the customers. The same was happening to the companies of United Kingdom, so a concept of clustering the telephonic contacts with customers was devised. According to this concept it was possible to maintain contacts with lot of customers using only a single department.The Greatest advantage of this newly generated concept was that only a few people were required to handle a big number of calls. In this way the number of people required for handling the telephonic interaction with customers was decreased and hence the profitability & productivity of organization was increased. The concept was followed by other countries and it became very popular in United Kingdom in 1980s.This concept was popularly christened as “Call centre”.England and Scotland were the countries of UK who performed well on this “call centre” concept in the earlier decades. Now when this concept was successful, it was followed in most of the countries including countries of Europe, Asia and South Africa. India became popular to follow this concept because there were a lot of people available to work on this concept in comparatively lower wages than other countries.