To set up a call centre, one has to invest a great sum of the amount that sometimes turns out to be a cumbersome process.

1. An Overview of the Call Centre
Solutions

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The call centre has basically become a fundamental need
for the businesses of every dimension all around the world.
Adding to its authenticity, the advent of technology has
played a vital role in making the call centre services robust
and result oriented.

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The aspect of customer satisfaction has reached heights as
the increasing customer’s expectations with the brand have
made the companies to level up their customer assistance
procedures. It has also been found that comparatively, the
outsourced call centre induces more positive and sales-
oriented results than the in-house call centre facility.
Also, to set up a call centre, one has to invest a great sum
of the amount that sometimes turns out to be a
cumbersome process.

4. The Inception
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Around the year of 1960, the concept of the call centre was
first introduced. The United Kingdom was the first country
that developed a process to handle the customer calls. It
introduced Private Automated Business Exchanges that
facilitated the agents to answer the customer’s queries.
Soon the Rockwell International adopted the system and
the popularity of the call centres started increasing.

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The expansion of the call centre services took place during
the 1990s. The various worker’s associations in the
countries like the United States and Australia united to
ensure the smooth workflow and equal opportunities for
everyone around the nation. After such big developments
in the process, the call centre services became international
and utterly got divided into two categories mainly contact
centres and outsourced agencies.

6. The types of call centre solutions
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The services provided in the call centres are diverse in
nature. The factors like brand’s objective, number of
customers, sales rate etc. affect the type of call centre.
However, the call centres are backed with high-end
technologies like speech recognition and language
processing that help the agents to effectively achieve the
objectives set by the client.

7. Inbound
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The inbound call centre basically means a place where
the customer’s calls are received to provide assistance or
the solution to the product related queries. However, the
inbound call centres are, in layman terms, are the
customer care centres that most of the people wrongly
portray while having a conversation with the agent.

8. Outbound
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In the case of an outbound call centre, the agents make
the calls and the objective could be anything from lead
generation to providing the assistance. Outbound calling
service is also used to take the feedback from the
customers on some specific service, product, or brand.

9. Telemarketing
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The telemarketing basically involves the agents calling
the potential customers and making them aware of a
specific brand or product. The agent, during the
conversation with the customer, tries to verbally
represent the advantages of the product and make the
person buy the same.

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The main industries benefitted from the advent of
call centres:
Besides the far and wide benefits of the proficient call
centre solutions, there are many industries that are heavily
benefitted by the advent of the call centres.

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• The health industry- The chores like communicating
about the patient’s information and health has been
effectively done with the help of outbound call centres.

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• Hotel and travel- The process of booking and making
reservations are done without any lags in the hotels
around the world with the help of advanced call centres.
• It also helps to accumulate and professionally disperse
the information regarding the clients or customers who
make mass bookings or else deal in the hospitality
sector.

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