INFO ABOUT CALL CENTRES

Everything about a Call Centre :

Q1. What is a call centre?
Ans: Call Centre is a place where services are rendered to the customers. It is a place where customer queries and problems are taken care of and outsourcing is done.

Q2. How many types of call centres are there?
Ans: There are 2 types of call centres. Domestic and International.

(a). What is a Domestic call centre?
Ans: Domestic call is a call centre which deals with customers within the country.
(b). What is International call centre?
Ans: International call centre is a call centre which deals with the customers placed in different parts of the world.

Q3. How many divisions are there in a call centre?
Ans: There are 3 divisions of a call centre. They are inbound, outbound and blended call centre.

(a). What is an inbound process?
Ans: It is a process where we receive calls from the customers and assist them in their queries and problems. Eg.Customer care cells of telecom companies like Airtel etc
(b). What is an outbound process?
Ans: It is a process where we make calls to the customers. We try to convince them and outsourcing is done. Eg.Telemarketing or tele-callers.
(c). What is a blended process?
Ans: It is a combination of both inbound and outbound.

Q4. What is an inbound call centre?
Ans: It is a call centre where only inbound process takes place.

Q5. What is an outbound call centre?
Ans: It is a call centre where only outbound process takes place.

Q6. What is a blended call centre?
Ans: It is a call centre where both inbound and outbound processes takes place.

Q7. What are the benefits of a blended call centre?
Ans: There are 3 benefits of a blended call centre.

a. Maximum utilisation of resources.
b. Maximum customer satisfaction.
c. Maximum profits.

Q8. What is a Captive call centre?
Ans: It is a call centre where we sell only the company's own products.

Q9. What is a non-captive call centre?
Ans: It is a call centre where we sell other company's products. Eg.Intelenet Co. selling or providing customer care for Vodafone in Goregaon.

Q10. What is Web base?
Ans: It is a process where we deal with the customers through the internet.

Q11. What is Voice base?
Ans: It is a process where business processing is done through modular voice. In hindi it is called 'pradhuti prakriya'.

Q12. What is Modular voice?
Ans: It is a combination of Syllable Stress Intonation. Syllable stress means maintaining expressions according to a sign or situation. Eg.A cheerful tone while announcing a mega sale or a sober/sad tone while announcing a sad demise/news.
Intonation means maintaining your volume range in one level - from start to the end.