Call center is a notion of the English language that can be translated as call center. It’s about the office where a group of specifically trained people is in charge of provide some type of attention or telephone service.
Workers in a call center can make calls (to try to sell a product or a service, take a survey, etc.) or receive them (to respond to customer inquiries, take orders, register complaints). In some cases, the call center specializes in one of the two tasks (making or receiving calls) while, in others, they fulfill both functions.
The sales Telephone calls can be direct or indirect, and the latter are usually done with persuasion techniques studied millimetrically, which consist of summoning the potential client to a face-to-face meeting with a seller, making him believe that he has been the recipient of a prize, which does not exist.
The call center, on the other hand, can be used to establish communications with customers, potential customers, suppliers, business partners or other groups. Its function is determined by each business: it is common for the same call center to carry out different tasks.
It is important to note that the call center can be operated by the company itself or outsourced in an external company. There are firms that are dedicated to establishing call centers (with the necessary infrastructure and trained personnel) and commercialize this service.
Fundamentally, there are two ways in which a call center can be organized: dedicating one or more physical spaces (offices) to its activities, allocating a box to each of its employees; hiring people who can do their work remotely. This last option is increasingly common, thanks to the comforts it offers Internet, since it allows constant monitoring through instant messaging systems and send documents with relevant information to employees without any delay.
The main advantage that a call center offers to a company is that it centralizes the attention. If you do not have a call center, all calls will go to different offices and it will be more difficult to decide how they are channeled and registered. The call center, on the other hand, has the sole function of facilitating communication. Operators are trained to resolve matters on their own and only refer the call to an executive in exceptional cases.
The telemarketer position is very particular within the thousands of offers of job of the present time, given that their name is not enough to know precisely the tasks that must be carried out, the degree of training that must be had to obtain it or the purposes of the contracting company, as well as the degree of legitimacy of the same. Working in a call center is for many synonymous with getting easy money, and this says a lot about the prestige of these establishments.
However, it is important to emphasize the existence of two well-defined extremes: call centers with a solid infrastructure, in which absolutely legal activities are carried out and the staff receives intense and constant training; those who do not outgrow a street stall, and who seek to raise as much money as possible before someone discovers their nature fraudulent and report them.
This last type of call center is the one that people generally perceive as a quick source of income, and to which very young people go to have their first work experience, foreigners who come to a country with little savings and need money quickly to pay the rent , older people who do not get a better job because of discrimination and people who, for various reasons, do not feel comfortable working in front of the public and prefer the safety that gives you to be behind a telephone.