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Terms Used in a Call Centre Environment.

Call centre dynamics

Types of calls are often divided into outbound and inbound.

Inbound calls are calls that are made by the consumer to obtain information, report a malfunction, or ask for help. These calls are substantially different from outbound calls, where agents place calls to potential customers mostly with intentions of selling or service to the individual. (See telemarketing)

Call centre staff are often organized into a multi-tier support system for a more efficient handling of calls. The first tier in such a model consists of operators, who direct inquiries to the appropriate department and provide general directory information. If a caller requires more assistance, the call is forwarded to the second tier, where most issues can be resolved. In some cases, there may be three or more tiers of support staff. If a caller requires more assistance, the caller is forwarded to the third tier of support; typically the third tier of support is formed by product engineers/developers or highly-skilled technical support staff of the product.

Call centres have their critics. Some critics argue that the work atmosphere in such an environment is like a sweat shop. Others point to the low rates of pay and restrictive working practices of some employers. Happy workers make happy sales known in some circles as "Cause and Effect".

There has been much controversy over such things as restricting the amount of time that an employee can spend in the bathroom. Furthermore, call centres have been the subject of complaints by callers who find the staff often do not have enough skill or authority to resolve problems, while the dehumanized workers very often exhibit an attitude of apathy to even the most abusive customer. The more you learn is the more you earn.

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Owing to the highly technological nature of the operations in such offices, the close monitoring of staff activities is easy and widespread. This can be argued to be beneficial, to enable the company to better plan the workload and time of its employees.

Many call centres in the World have been built in areas that are depressed economically. This means that the companies get cheap land and labour, and can often benefit from grants from local governments to encourage them to improve employment in a given area.

There has also been a trend to move call centres to India, where there is a large pool of cheap English-speaking labour. This phenomenon has led to media reports of poor telephone connections and operators with insufficient local knowledge to do their job. However, given the comparative scarcity of office-based employment in India, it is possible that the typical call centre employee has more formal education than their European or American counterparts. Often it's a well paying job indoors. Some require a degree so things are improving.

Another popular call centre site is the Philippines, owing to its abundant English speakers that are college graduates and Americanized when it comes to English accent and cultural affinities. The Philippines was an American colony for almost 50 years. Filipinos are said to be the best outsourcing site outside North America since the accent is nearer to that of American consumers.

For the Asia Pacific region, from India to Australia and New Zealand, Malaysia is emerging as one of the top locations for setting up call centre's. The country has a history of ties with the English-speaking world and English-language education, as a former British colony.

Canada is also a popular call centre site, with the relatively low Canadian dollar and low telecommunication rates.

However the BPO Industry in India is booming at a much faster rate, owing to the fact that not only is the Indian Economy booming and its basic infrastructure becoming much better, but that scalability in terms of Human Resource is more easily delivered by Indian Call Centres then those run in any other country. In other words, given the huge population of India, it is easier to obtain cheap labor (larger pool).

Around the world, there are a number of professional organisations forming to develop and promote call centre best practice management and operation, to overcome the negative aspects of a call centre. To setup you call centre from 1 to over 10,00 seats get a SpitFire® installed today.

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