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List of Call Centre Terminologies

What is Call Centre Operations?

Call centre operations encompass the organized and coordinated activities within a facility or organization dedicated to managing incoming and outgoing telephone communications. These operations play a pivotal role in customer service, support, sales, and various business processes requiring direct interaction with customers or clients via phone. Call centres act as centralized hubs where trained agents, equipped with telecommunication tools and systems, efficiently handle a high volume of calls.

Primary functions of call centre operations include responding to customer inquiries, resolving issues, providing information, conducting surveys, and facilitating sales transactions. To enhance efficiency, call centres leverage technologies such as automatic call distribution (ACD), interactive voice response (IVR), and customer relationship management (CRM) systems. These tools aid in routing calls to the most suitable agent, automating specific tasks, and maintaining comprehensive records of customer interactions.

Effective call centre operations prioritize minimizing wait times, maximizing first-call resolution, and ensuring a positive customer experience. Well-trained agents are integral to achieving these objectives, possessing excellent communication skills, product knowledge, and problem-solving abilities. Key performance indicators (KPIs) such as average handling time, service level, and customer satisfaction scores gauge the success of call centre operations.


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