Uncategorized, LifestyleDecember 19, 2007 11:06 pm
Are you familiar with the word Call Center? I know you know about it base on media and buzz making advertisement about it. But do you really know what Call centrer/center mean?
According to wiki(http://en.wikipedia.org/wiki/Call_center), call centre or call center (see spelling differences) is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone.
A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call centre, collective handling of letters, faxes, and e-mails at one location is known as a contact centre.
A call centre is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).
Most major businesses use call centres to interact with their customers. Examples include utility companies, mail order catalogue firms, and customer support for computer hardware and software. Some businesses even service internal functions through call centres. Examples of this include help desks and sales support.
Base on the definition given by wiki, it really indeed that you receive calls via phone. But some call center establishments have this feauture wherein the agent, as what we commonly call to the call center employee, will be in chat category. Which means, the agent will be chatting the costumer inregards with the issue concern in connection with the company’s products and services. Others, will just receive through emails.
If you ask, how does it feel to be a Call Center agent? Here’s my answer TIRING! YEs, it sounds fun but when you’re in the real field? it’s not easy. The pressure especially during break time, the limited time to pee and other stuff, a boring routine, irritating callers and evn inconsistent company policy and not to mention a very low wage.
It’s not easy to multi task every call like you have to save the call logs while lsitening to the calls. I know this is reality but the effort and the wage? it’s not fair. You see, a person become sproductive if the wage is enough.
Anyway, I’m not discouraging you from your beautiful thinking about call centers but I’m just sharing my experience. 
