The Business of Call Centers

The Business of Call Centers Call centers provide assistance and service to customers 24/7 Small, Contact and virtual call centers Call centers differ depending on the type of services they render. Call centers that answer calls are usually small and are staffed by operators who work in staggered shifts. The integrated software takes down customer or client specific information which can be sent in real time via mail or text. While small businesses can benefit from this service, the charges are by the minute or for every call. In small call centers the agents handle orders, tech support and reservations.

Call center jobs in Pune use a complex software and undergo specialized training to serve their customers well. Apart from answering calls, they also provide chat and email support and can pass a batch of information in real time. This kind of service benefits companies, hotels, restaurants or booking counters. Companies sometimes provide a customized package and dedicated agents to fit the clients’ requirements. Contact centers are large call centers that range from a hundred to a thousand agents who deal with both support and sales. Services include full tech support, outbound sales, reservations and collections with the help of software that has been integrated with the clients system. Sales numbers or performance levels can be run through the system and reported immediately. A one person call center operation from home is known as a virtual call center. The agent will be an employee or an independent contractor who has their own equipment.

Inbound, outbound, Bilingual and Part time Call Centers Certain call center jobs in Pune deal only with inbound calls, where the customer makes the call regarding assistance, customer service, reservations and taking orders. Agents usually use a database to look up answers to questions asked by customers. Outbound calls on the other hand are also known as telemarketing service centers. They call potential customers to sell a particular product or service. The agents here, are people with excellent people skills and the whole job is sales oriented. Most of the time, the agents’ cold call a list of numbers to find potential leads. Bilingual agents can speak two languages to sell a product or service or to answer queries. Some call center jobs in Pune offer full time or part time jobs and there are others that provide flexible hours or only work on weekends.

With BPO’s outsourcing work in almost all sectors, call center jobs in Pune are on the rise.