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Call Centre is an organization, whose main operation is to transmit large volume of calls via telephones. There are two types of operations that a typical call centre deals with; inbound and outbound. Inbound call centres are operated by companies that facilitates calls that are made by the customers to acquire information, report a malfunction, or ask for help related to a product, and they are commonly called as Customer Service or Customer Support. Outbound call centres are where agents call the customers to offer them updated facilities, inform about the latest developments with the purpose of selling the client’s products.

Call centres outsourcing service helps the client in several ways to progress and cherish their business among the competitors. There are various types of Outbound and Inbound Call centre services provided based on their functions and operations. Few types of inbound call centres are Order taking service, Technical Support, Help Desk, and Customer Service. Outbound Call centres include Account inquiries, Sales and Collections, Â鶹ԭ´´ Research, Survey, and Telemarketing.

Along with creating a large number of employments, call centres play a pivotal role in providing services that are extremely important to the client organization.

Call Center Industry Current Trends

Many industries rely heavily on a support system that allows customers to inquire, seek help and build a reputation in market. Customer Support desks offer not only service in terms of resolving matters that were difficult for a customer but also build a rapport. With growing number of product based industries, customer service organization is essential and is in high demand.

As US, UK, Philippines, India, Pakistan are some of the biggest service providers to customers via inbound or outbound, the tune of revenue and the value of market are estimated to be in billions of dollars. The primary location of choice to set up an organization is due to its less expensive operational and labour costs. The resources need to be consisting of highly skilled workforce, proficiency in English and idioms, and a constant stream of college-educated graduates. With the tests on speaking skills, attitude and confidence aptitude, computer-based call simulations and emotional quotient (EQ), finally a resource will be hired based after assessing customer service, technical, or sales skills.

When call centres are operating while adapting to the latest technology, some of the key practices that have shaped their businesses are the changes in service that have been incorporated by the managements. Some are core operation and data storage related, such as migrating to the cloud because of the benefits it provides. The reason to migrate is attributed to cost reduction followed by scalability and easier call centre management. According to Gartner, at least 75% of customer focused call centres will use cloud computing services. Messaging services have been used extensively for instant and immediate responses when performing smaller tasks or a help requirement that can be sorted with a single automated by following steps given in the message. The reputation for better services are being built by offering services such as Scheduled Call-Backs in which customers are called back when required at a given date and time. With Social Media playing a huge role in communication being a lot more transparent, rapid and efficient, call centres are using the method of Video Calls.

Major Call Center Industry Players

The Call Centres industry reached the highest level of revenue growth and attracting a number of new entrants in 2009-10. Since then, the major product based sectors’ demand for call centres has been prompted by the increased focus on customer relations and moves by businesses to outsource non-core operations.

Some of the major players are F&C Investments, Denplan, First Direct, Bourne Leisure, Holiday Extras, HM Revenue & Customs, and Guinness Northern Counties.