It has been a year since the launch of ‘Call Centre’ in Bangladesh. It has brought up more scope of job opportunity for students and this can be one of the best forms of part time employment today. Till now, none of us had an exact idea of what a call centre actually is. Knowledge about call centers was very much limited to what we heard from others. Due to this various questions arose. Therefore, the objective of this report was to find the answers to the following broad questions:
What is a Call Centre?
How does it work?
Who/What kinds of people work in a call centre?
What are the future prospects of call centers in Bangladesh?
Very few of us know the actual definition of a call centre:
A call centre is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephones. Simply it means a place where a group of people receive and make calls to give services and information. Most people in Bangladesh do not seem to have a clear idea about what a call centre really is.
A company operates a call centre to administer incoming product support or information inquiries to consumers. (For example-Dell Customer care is set up to give service to their customers who need help with their purchased electronic items from that company). Outgoing calls are made for telemarketing (for example selling holiday packages and cell phones), clientele, debt collection (for example unpaid phone bills).
The three main types of call centres are:-
Inbound call centre
Outbound call centre
Virtual call centre
A Call Centre functions in the following manner:
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 supervisors stations. It can be independently operated or networked with additional centres, often linked to a corporate computer...