A call centre is a centralized office. They handle telephone calls from current and potential, providing services for different departments of any customer service oriented company.
Contact centres can deal with inbound as well as outbound calls and can be found either inside an organization or moved operations to another outsourced company that has expertise in handling calls.
A call center or call centre is an incorporated office utilized for receiving or sending a huge volume of inquiries by phone. An inbound call centre is operated by an organization to provide support service or data inquiries from consumers.
A contact centre is a department or an office where a team of consultants with expertise receives calls from both new and existing clients who provide customer service support according to company policies. This team can also provide support for written communications such as emails, web chat and across all social media platforms.
A call centre is an important part of any business that fulfills the need of a vocal communication centre which customers can use in order to get support or make a complaint to a business.
Client assistance or customer service agents working in a call centre are well trained to help customers who might need help with a complicated or specific issue.
Who Invented Call Centre?
1960, was the year when the call centre was introduced to the world to handle customer service calls. The Birmingham press & mail was responsible for installing private automated business exchanges (PABX). And in that particular environment or office agents or in simple words, Customer Service representatives were to take calls.
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Call Handling In Call Centres
Handling customer queries is the main motive of the operators. Call handling is the way organizations provide customer support for inbound or outbound calls. This process takes place in a specific time frame as customers expect a reply in a given deadline. the company normally announce it.
Customer experience must be the prime focus for any call centre as this includes the speaking and listening skills of the operator. Product knowledge is a must for any operator in order to provide the best possible support service.
Also, get information from Wikipedia
Call Centre Service For Taxi Companies
We have seen over and over again that, taxi companies are the very first business to feel an impact of any changes in our daily life routine especially when it has a financial effect on any community.
However, Recent events of Covid-19 or coronavirus has proven the fact that the need for a time could change in no given time or notice. Whether you are a small or large taxi company, making use of an outsource call centre is now vital more than ever before in order to survive in these tough times due to low income and budget to run the day to day operations.
Call centre such as Supra BPO can provide you support with taxi operators or dispatchers at a very competitive rate making quality outsourcing accessible.
Customer Service Skills
Above all, here are 8 Customer Service Skills that an operator must have :
- Relational abilities
- Client Empathy/Compassion
- Stress Management
- Organization information
4 different type of requirements:
Inbound – We TAKE the calls for you:
The inbound virtual call centre can provide support for the incoming calls to your business or association. These services can provide help not only to your customers but also for your staff inquiries.
Outbound – We MAKE the calls for you:
Moreover, Outbound call centre makes outbound calls for your business and firms. Telemarketing, telesales, and market research are examples of outbound call centres.
Voice calls are dealt with traditionally in a call centre environment. Where the above two facilities are been used to facilitate the client’s needs. But there is more to it. And that is when they entertain queries like emailing, live chatting, or through any other source. It is termed as a “Contact Centre”.
Automated (Electronic) – We AUTOMATE process for you:
Automates call centres are about electronic processes for your business or firms. Interactive voice response (IVR), voicemails, and connecting your customers to the correct department. These are a few examples of services provided in such a manner.
Business Process Outsourcing (BPO) – You DELEGATE the business cycle to us:
Business Process Outsourcing (BPO) services are when you assign the entire business process to us. Completely outsourced is any real-time inbound, outbound or automated service. However, commonly outsourced services can include customer service, email management, and webchat.
Every business of whatever nature and where ever they are, always need two things. That is to earn in terms of profit and growth. But how to roll the ball, so that you can taste them, because it’s not the number of funds you invest. But rather its the Strategy, planning, training and the words but only the right ones.
At Supra, we have the right type of spices. Making a good meal out of them in correct portions so that to make your business not only to grow. But also to grow professionally and attract more profits and customers. Now, what we offer as a call centre because we are sure there are loads of them out there.
The people behind the mechanism of Supra, are once themselves professional customer service representatives. Worked and trained in inbound and outbound settings of the call centre. They found in other call centres, there is no communication and teamwork among the management and their CSRs. And didn’t know what were the right words to make an impact on the customer. How to make them stay and be the part of that particular business.
Supra four attributes;
The Right words
Commitment, No Promises
Every business with an old book, will come down and promise things which are easily broken and forgotten. We believe the Law of Attraction. The desire you will like to experience, by creating an intention to it. And adding that attention or focus to the desire will push it to expand. Resulting in taking you towards it and it to you. That commitment to creating the desire for expansion is only resting on three pillars.
The most conceptual pillar is training. At supra, we make sure the CSRs are training over and over again for each new businesses. Till the business client is satisfied by making the CSRs trained properly rather learn or memorize sentences. This way making sure we focus on quality.
Call centres mostly will ask you big deposits in return for their services for your business. Which gives out perception to the business owner that they are not serious about their business.
We don’t believe in compromises or co-incidences not a compromise or negotiable firm.
Giving the client a week before getting them on board. So they can have a taste of what we offer and how trained our staff is. Who are second to none in the industry.
We believe in quality at an affordable price. We Don’t do, what we don’t say.
Reliability in Supra is of our own. It constitutes as, “We at supra Care for your money, effort and business”.