16 Symposium Express Call CenterGetting started Standard 2.0OverviewWhat is a call center?A call center is an environment designed to process telephone calls efficientlywhile maximizing customer satisfaction. A call center can be as small as twopeople who are frequently on the phone, or it can employ hundreds of peoplewho respond to a variety of customer inquiries.Call center componentsCall center components include! the representatives who answer the calls (also called agents)! management personnel! technology that distributes calls to the appropriate representatives! an online computer system to record caller requests and inquiries, and tolook up informationRole of the call center managerA call center can be found within a department, or it can be the single businessunit that comprises a company. Regardless of the size of the call center, therequirements of successful call center management are the same:! to deliver caller satisfaction through prompt, professional call handling! to control costs by using facilities efficiently! to help staff work productively! to increase profitabilityWhether callers are purchasing products, requesting service, or seekinginformation, the call center must have technology that delivers the timely servicethey expect.
