Contact center services facilitate efficient customer interactions across various channels, focusing on customer support and sales. Key concepts include prioritizing customer satisfaction and effective communication, with services managing both inbound and outbound inquiries. Business process outsourcing (BPO) enables companies to delegate non-core activities, like customer service, to third-party contact centers.

1. C
TLE 9 – CONTACT
CENTER SERVICES
JELLY MAE G. ALFEREZ
Teacher II/TLE Teacher

2. 1. What is the relevance of
contact center services?
•A contact center is a central point from
which organizations manage all customer
interactions across various channels. Their
primary purpose is to offer customers
efficient and effective technical support,
customer service and sales assistance.

3. 2. What are the basic concepts of
contact center services?
The fundamental concepts of the contact center
are:
• Customer: Customer is the main center in any
contact center. All activities of a contact center
must be designed to satisfy the needs of the client.
•Communication: Communication is the core of
any contact center that is successful.

4. What are contact center
services?
•A contact center is an organization's
business division that handles customer
queries and interactions.
•manages inbound and outbound services
over multiple communication channels. This
includes telephone, live chat, email,
messaging apps, social media, etc.

5. Unlocking of Terms:
BPO (Business Process Outsourcing) - third-
party service provider (a Contact Center Company or a
BPO Company).
- It is implemented as a cost-saving measure for tasks
that a company requires does not depend upon to
maintain their position in the market place.

6. Unlocking of Terms:
•Contact Center (Call Center) - Is the service
provider of an outsourced business
task/process.
•Contact Center Representative (Call Center
Agent) - Is the person who handles incoming
and outgoing customer calls for an
outsourced. business task/process.

7. Business Process Outsourcing Diagram

8. Explanation:
- First Party Company (eg. Samsung), has four major business process
to attend to. Since “Customer Service” is not a core business, such
business process was delegated to a third-party company known
as the BPO Company or a Contact Center (eg. Aegis). The Contact
Center will then be the one to perform Customer Service business
process on behalf of the First Party Company.
- Without the business outsourcing process, if a customer calls
Samsung to complain, Samsung will answer and handle the call.
With the business outsourcing process, the call will be received and
handled by Aegis instead.