Play Video about Bright Pattern call center software

What are call center types

Some of the different types of call centers that are in business today

Types of Call Centers and Their Purposes

Customers are vital to a business. It could even be said that customers are the lifeblood of a business. For almost all businesses, the important question is how do you balance cost and deliver a great customer experience?

Many organizations find the answer to their problems in a call center. Call center services are being outsourced by more and more businesses, including small and medium-sized enterprises as well as large corporations such Microsoft and Ford. Call centers will be used by businesses for different needs, which can both benefit them and their customers.

What are call center types? Take a look at these types of call centers to see how outsourcing call center services could be beneficial for your company.

Table of Contents

  • Types of Call Centers and Their Purposes
  • What are Call Center Types?
  • What is a Call Center?
  • Types of Call Center Services
  • What is a Call Center Agent?
  • FAQ

What are Call Center Types?

There are many different types of call centers, and each one has its own advantages and disadvantages. Here are the six most common types of call centers, with descriptions of their features to help you decide which is best for your business.

Inbound calls are received by the call center. This is usually a service that you offer to customers who have purchased your product or service, or to new customers who are looking to purchase it. However, it may also be provided to employees of your company. Inbound call center services may include:

  • Processing orders: A call center representative can answer a potential client’s call and explain their options for purchasing, record order information, and collect payment information.

  • Providing dispatch services: A dispatch center may be able to receive calls and transfer them as necessary. They can also monitor the progress of any shipments or deliveries.

  • Offering help desk support: A representative from the call center can offer help if customers have problems. They may help to identify possible sources of the problem if necessary, or help them with their queries.

Answering and transferring calls: Call centers can be used as answering services. Representatives will answer customers’ calls, collect information, and then transfer them to the appropriate person.

Outbound call centers are specialized in reaching customers for you and can help expand your reach at minimal cost. Representatives at outbound call centers have the following common responsibilities:

  • Selling to potential customers: Telesales professionals often work with a list provided leads. These are usually gathered from market research to identify the demographics most likely to be interested in a company’s products and then make contact to pitch the goods to them.

Expanding your sales reach: Telemarketing representatives in call centers may conduct customer outreach, survey existing customers or reach new customers to determine whether there is interest in a product/service.

Automated call centers allow companies to cut costs by having computer-based systems manage some of the caller’s responsibilities. Automated systems are often smaller than live-operator call centers because they require only staff to maintain and complete certain tasks that automation cannot handle. An automated call center can be used for the following purposes:

  • Managing voicemail:One of the most popular call center services is automated voicemail. A company might use an automated voicemail system to reduce the number of employees who need to respond.

  • Helping customers find locations: Companies with many locations might use automated call centers.

Interactive voice responders: These interactive systems allow callers to talk normally, but use technology to understand what they are saying. They can navigate through a menu and sometimes transfer callers to employees at a call center.

Modern businesses still rely on phone calls for communication. However, there are other ways to interact with customers. Modern call centers offer a wide range of communication services to their clients, including the sending and receiving of faxes and emails as well as overseeing order fulfillment.

An omnichannel call center may offer multichannel services and enhance coordination and customization. An omnichannel call center allows all departments to communicate with clients. This can enable staff to gain insight from phone calls, and vice versa. This allows call center representatives to customize their approach when dealing with clients, resulting in better results.

Many call centers now operate remotely, meaning staff can work from home or another remote location rather than being in the same place. Virtual call centers may also be able to handle outbound marketing calls. Virtual call centers don’t have to be based in one location. This can help reduce company operating costs. The company can increase its profits by lowering overhead costs and offering lower rates to customers.

What is a Call Center

First, let’s get our definitions in order. A call center is generally a central department that handles both inbound and outbound calls from customers. Call centers are not like contact centers that manage multiple channels such as email, SMS and social media. Instead, they focus on only phone calls.

We’ll soon discuss the many functions that call centers perform. They are a vital link between your company and customers. Call centers are essential in driving revenue, generating leads and solving customer problems.

A call center’s primary function is to make your business more efficient. Call center professionals can help you provide the best service possible to your customers while also reducing your investment in human resources. By streamlining and centralizing certain processes and services, call centers can increase a company’s ability to attract new customers as well as keep current customers. Call center workers perform the following tasks:

  • To increase sales, call center staff often make direct calls to potential or existing customers.

  • They can assist customers with problems with your product, such as scheduling repairs or ordering a reimbursement.

  • Customers can get technical support from a call center. This could include teaching them how to do a task, or helping them to troubleshoot to find the root cause of the problem and fix it.

  • Call centers can assist customers in emergency situations. They can then delegate assistance to the caller.

  • Employees of call centers can conduct market research, survey a particular demographic, or broad surveys among all groups.

  • Call centers can offer dispatch support such as taking and transferring calls from remote sales staff or delivery personnel. This helps coordinate outside workers and increase efficiency.

Call centers do more than handle telephone calls, despite the name. Many call centers handle communication online through real-time chats, email and social media. For the following benefits, many businesses outsource their services to a call center:

  1. Reduced costs
  2. Increased flexibility
  3. Greater responsiveness
  4. More service coverage (including different languages)
  5. Access to the latest technology
  6. Freeing up business resources to invest elsewhere

Types of Call Center Services

Let’s take a look at some of the various types of call center services.

1. Inbound

Inbound call center services are designed to receive calls from customers. Customers can call the inbound call center service to solve any problem related to any product, or service.

A customer service representative for an internet service provider may take inbound calls regarding internet connection problems.

Some of the common inbound call center services include:

Chat support.

Answering service.

24/7 hotlines.

Emergency services dispatch.

2. Outbound

Outbound call centers have dedicated agents who make outgoing calls to existing or potential customers. Outbound services are typically used for customer surveys and telesales.

You can also hire outbound call centers for services, such as:

  • Market research.
  • Telemarketing.
  • Event registration.
  • Promotions.

3. Automated (Electronic) 

For automating internal processes, automated or electronic call services can be used.

Some of the automated call centers services include:

  • Online scheduling.
  • Sending Holiday greetings.
  • 24/7 hotlines.

What is a Call Center Agent?

An employee who manages outbound and inbound calls for an organization is called a call center agent. Agents may be responsible for handling a variety of tasks, including customer complaints, account inquiries, product support, and product questions. Call center agents are often called customer service representatives (CSR), associates, contact center agents or operators.

Types of call center agents

Certain types of people seem to be attracted to call centers. Although every call center is made up of people, there are certain types of agents you will meet at every call center.

A happy team is a productive one, as we all know. As a supervisor of a call center, your main task will be to motivate and keep your agents happy. You will need to be able deal with your team as individuals.

“Overachievers”, the most successful employees in your company, are those who arrive first at work and leave last. You might even catch them browsing their email during lunch.

Overachievers are determined to climb the ladder of call center careers, and it is unlikely that anyone will stop them.

Overachievers are dedicated to achieving their goals in every aspect of their workday. They are a team player and a valuable asset to customer service teams because of their perseverance.

Every office has a clown. This is the agent who loves to laugh and socialize with others. They have a joke for everyone.

Agents who are “entertainers” have a positive outlook, which is a great skill when you have to assist customers by phone. These agents are a great asset to your team because they provide excellent customer service.

One thing is certain: An “entertainer”, a call center agent, will not mistreat customers, even if they are having an awful day. They are positive and can get along well with their customers and colleagues because of their positive outlook. It sounds great, doesn’t it?

There will always be “transient agents” in your call center agent group, whether you like it or not. Call center work is often seen as temporary until someone finds a better job. Most likely, “transient” agents on your team won’t have a sense of responsibility and will not be interested in settling down.

Contrary to “transient” agents, the “loyal”, or loyal, members of your team have been there for many years and have no plans to leave. This type of agent is looking for a long-term career and plans to stay in the call center. Yes, really.

They are dedicated to your success and will provide outstanding customer service.

Your organization’s “leader material” agent can be a valuable asset. This type of employee is a true thinker. They see the big picture and can come up with innovative ideas to improve your productivity. You might be able to let go of the company when you are ready. They are highly accomplished and want to gain specialist knowledge.


What is an Inbound Call Center?

Inbound call centers are customer service functions that handle customer calls. Outbound call centers, on the other hand, make calls to customers. Contact centers can handle customer contact from all channels and not just telephone calls.

Request a Demo