1 - Introduction to call centers

Abstract

This chapter provides an overview of the essential components of a call center and the importance of technology, particularly the integration of several technologies, in the implementation and operation of the call center and in providing the range of services required to manage customer communications effectively. Call centers require the integration of several different technologies to maximize the use of information and to streamline the activities of call center operators. There are many aspects to designing and developing a call center operation including selecting the location, telephone equipment, networking equipment, and software. This combination of technologies and the complexity of integrating all elements effectively and economically present a challenge to call centers. Advances in technology and the adaptation and integration of synergistic technologies have resulted in the development of numerous features that have enhanced the growth of call centers throughout the world. The computer and the telephone are two of the major and most familiar tools of technology that have converged to make call centers more efficient and productive. The advanced call center operation of the 21st century consists of many elements and is not a collection of phones, computers, and operators only.