Thousands and millions of companies across the globe rely on the call center system to deal with their customer complaints and support them while providing service by answering their calls or calling to sell to customers. Also, after the Covid pandemic, where face-to-face interactions have reduced, call center operations' importance and demand have increased tremendously. So, first, let's understand what a call center is?

What Is A Call Center?

A call center is a department or a team in any company that handles incoming and outgoing calls from both new and existing customers. In addition, it handles inbound calls such as queries, complaints, or support calls and outbound marketing, selling, or surveying calls.

Call centers are efficiently handled by either an in-house customer service team or can be fully outsourced, whereby a third party handles the service for the business remotely. Not just limited to customer support, call centers also provide numerous other services such as telemarketing, debt collection, billing, and more. In short, whether inbound or outbound, they provide communication between the customer and the business, whether it is related to resolving problems and issues, answering the inquires, ensuring the requests are routed to the appropriate departments, or generating leads through the calls.

Types of Call Centers

Moreover, with the changing times, call centers have become an important asset of any company and an imperative way of serving customers to improve the brand value and sales. The popularity of call centers has increased greatly and is widely used due to the development of Interactive Voice Recognition (IVR) systems. These IVR tools are prominently used to answer any calls, address customer queries, and redirect the calls using speech recognition technology. Additionally, call queuing and call analytics are also used to increase the efficiency of call center agents.

Technically, call centers are of different types. So let's learn more about them.

Inbound Call Center

An inbound call centre is a call centre that handles calls that come in from outside the company. The company hires agents, and they work in-house. In inbound call centers, the customer representatives specifically handle the customers' incoming calls. In this type of set-up, the trained agents (particularly the business domain) respond to customer requests as they are received in a queue. Before talking to a customer support agent, customers are usually asked a series of questions through an interactive voice response IVR system. The Interactive Voice Response is specifically designed to redirect the incoming calls to the appropriate customer service representative.

Inbound call centers, per se, are primarily used by the service companies that need to provide technical support, product, and billing support at a large scale. The customer support representatives are intensely trained and are well equipped with the specific instructions to help in resolving the customer queries. Usually, the aim is to provide quick resolutions in a short time and are well measured by KPIs like the short resolution time and customer satisfaction.

What Is A Call Center

Outbound Call Centers

Conversely, the outbound call center makes calls on behalf of the company or client for various purposes such as telemarketing, collecting debts, lead generation, emergency notifications, and surveys, or conducting market research. More importantly, agents perform outgoing calls often for sales or marketing purposes. These are carried out on the targeted audience, described by the company's customer relationship management - CRM tool. Moreover, the companies automate this process through the help of a special tool such as Predictive Dialer - a part of the PBX phone system, which enables the agents to make a significant number of calls in less time.

Outsourcing Call Center

When the company hires a third party to handle the customer calls on its behalf, it is called an outsourced call center.

Usually, large organizations stick to this type of call center outsourcing system as it is cost-effective. Outsourcing the call center operations to the third party typically removes the time and effort required to invest in hiring and training the call center's agents. It also helps in the cost-saving to buy and update the call center technology.

Work From Home Call Center or Remote Call Centers

Covid pandemic has boosted the concept of work from home, and call centers are no exception. The call center handled remotely or where agents work from home or at the comfort of their premises is usually considered the Work From Home Call Centers. In this concept, agents often provide support to customers from any location, usually the home location. In work from home call centers, agents normally provide support to the customers via web-based software such as VoxDesk where they can perform every call center task. From pulling out customer information, support cases, transfer calls, calls in queue to call analysis and monitoring their KPIs, just as they do in a physical call center. Hence, they are especially beneficial during unprecedented times.

Outsourcing Call Center

Wrapping Up

Whether inbound or outbound or outsourcing call center, the call center is the face of the company and needs to be empowered technically to serve customers better. Additionally, the call center supported with modern technology usually provides organizations with powerful reasons to rework their traditional operations and explore new cloud-based services to save costs and resolve complexity in the call center system to improve customer experience. Moreover, the pandemic of Covid-19 urges for work from home concept urging to look for more virtual-based systems to support services. Hence, reasons compel organizations to look for new systems like VoxDesk that provide cloud-based call center support for delivering customer support by agents residing from anywhere in the world. So, why limit your business to traditional ways? Instead, opt for VoxDesk - an advanced call center software and explore the limitless possibilities of customer service to take your business to the next level.

What Makes the Best Call Center Software?
Join the SaaS Revolution
  • All-in-One Suite of 50 apps

  • Unbelievable pricing - ₹999/user

  • 24/5 Chat, Phone and Email Support


Email Finder Author Finder Email Validator Email List Email Hunter Email Checker Email Lookup Email Extractor Email Address Finder Email Scraper Find Emails CRM Software CRM Sales CRM CRM Software Enterprise CRM Software Cloud CRM Software Sales Enablement Workflow Automation Retail CRM Call Center CRM Real Estate CRM Sales Tool SDR Software Sales Engagement Platform Sales Qualified Leads Lead Management Tool Sales Tracking Sales Automation Outbound Sales Sales Prospecting Follow Up Leads Lead Management Call Center Software Call Center Software Outbound Call Center Auto Dialer Software Dialer Call Monitoring Automatic Call Distributor Answering Machine Detection Cloud Contact Center Software Virtual Call Center Call Management Time Tracking Time Tracking Employee Monitoring Time Tracker Time Tracking Software Timesheet Employee Time Clock Employee Tracking App Timekeeping Tracking App Time Clock App Applicant Tracking System ATS Applicant Tracking System Application Tracking System Applicant Software Recruiting Software ATS System Applicant Tracking Applicant Tracker Recruitment Software Candidate Relationship Management Systems Video Interviews Assessment Management Recruitment Software Video Interview Virtual Interview Coding Interview Interview Tool Online Assessment Employment Assessment Test Position Management Hiring App HRMS Software Human Resource Management HRMS Software HR Software Payroll Software Human Resource Software Employee Onboarding HRMS HR System Employee Management Document Management AI Writer Lead Enrichment AI Email Writer Sales Pitch Writer AI LinkedIn Outreach SEO Email writer Backlink Email Writer LinkedIn Chrome Extension Opening Line Writer Lead Generation Linkedin Search Prospect Lead Generation Sales Generation Data Enrichment CRM Integrations Technology Search Search with Email Integrations Website Search OKR Tool KPI OKR Task Management Performance Review Employee Performance Evaluation Employee Review Performance Management System OKR Goals MBO Email Notifications Learning Management System LMS Elearning Enterprise Learning Management Professional Development Employee Training Learning Management System Learning Platform Asynchronous Learning Training Management Knowledge Management Chatbot Chatbot AI Chatbot Customer Service Chatbot Online Chatbot Create Chatbot Messenger Chatbot Chatbot Software Website Chatbot Software Survey Bot Bot Builder Help Desk Software Ticketing Tool User Experience Help Desk Software Ticketing System Helpdesk Ticketing System Feedback Management Service Desk Software Support Ticketing Software Helpdesk Support Software Customer Service Ticketing System Live Chat Customer Service Software Live Chat Software Live Chat App Live Chat System Website Live Chat Live Chat Tool Web Chat Software Live Chat Support Software Customer Service Tool Live Chat Service Customer Feedback Customer Feedback Survey Customer Feedback Management Software Feedback Management Tool Customer Satisfaction Survey Software Customer Feedback Management System Client Feedback Software Survey Analysis Feedback Survey Software Feedback Management System User Feedback Software Customer Onboarding Customer Success Management Onboarding Process Workflows Customer Retention Customer Journey Onboarding Checklist User Segmentation Personalization Customized Templates Popup Builder API Platform End To End API Management Unified API Control REST API Management Web API Gateway API Documentation API Management API Integration API Development Unlimited Projects API Gateway Single Sign on Authentication Software Application Management Password Management SSO Configuration SSO Single Sign-On Access Management Easy Set-Up Single Login Secure Login App Builder App Builder Platform Low Code Application Platforms Low Code Development Build Your Own App Low Code App Software Drag And Drop Builder Custom Application Low Code Platform Low Code No Code Bespoke Software App Widgets Custom Widget File Picker Playground OAuth Keys File Manager Website Monitoring Reporting Web Application Monitoring Website Monitoring App Monitoring Performance Monitor App Baseline Analysis Location Insights Alerting System Reporting Wireframe Tool Design UI UX Project Management Mock Designer Wireframe Designer Website Mockup UI Prototyping Image Library Project Management Real-Time Updates Design UI UX Website Builder Website Builder Webpage Builder Website Creator Landing Page Creator Website Maker Blog Builder Ecommerce Website Builder Website Analytics Website Development Landing Page Builder Email Marketing Email Marketing Software Bulk Email Sender Automated Email Email Campaign Systems Email Automation Software Autoresponders Email Blast Service Email Marketing Email Marketing Automation Drip Campaigns Social Media Management Instagram Post Scheduler Social Media Analytics Social Media Management Social Media Planner Social Media Calendar Social Media Scheduling Social Media Listening Social Media Monitoring Social Listening SEO Tool Keyword Tool Link Building SEO Optimizer Website Audit On-Page SEO Broken Link Checker Rank Tracker Website Grader SEO Competitor Analysis Website Recording Website Analytics Click Tracking Usability Testing Website Monitoring Mouse Tracking Visitor Recording Session Replay Conversion Funnels Website Recording Website Visitor Tracker Website Personalization Lead Generation Tool Popup Maker Lead Generation Software Popup Builder Website Personalization Software Lead Capture Software Popup Builder Lead Capture Tool Lead Generation App Website Personalization App Content Planner Content Planner AI Writer Social Media Content Planner Ai Content Writer Social Media Content Calendar Content Generator AI Blog Writer Content Marketing Software Social Media Calendar Social Media Planner Push Notification Push Notification Push Messages Push Notification Service Push Service Push Notification App Custom Notifications Mobile Push Notifications Push Notification For Website Push Notification Tool Push Notification Providers Image Personalization Email Marketing Template Countdown Clock Personalization Software Personalized Software Countdown Clock Countdown Timer In Email Personalization Tool Personalized Images Personalized Videos Conversational Chatbot PPC Management Keyword Research PPC Management PPC Marketing Keyword Finder Keyword Generator Shopping Ads Adwords Reports Keyword Research Tool Keyword Suggestion Tool Team Chat Team Chat Software Collaboration Software Team Collaboration Team Communication Online Collaboration Collaboration Tool Teamwork Collaboration Virtual Communication Team Collaboration Software Business Phone System Virtual Phone Numbers Virtual PBX Toll Free Numbers Business Phone System IVR PBX Small Business Phone System PBX System VoIP Phone Cloud Phone Video Conferencing Video Conferencing Video Call Recording Virtual Conferencing Software Virtual Meetings Virtual Meeting Platforms Virtual Conference Platforms Online Conference Platforms Video Calling Software Cloud Meetings Video Conferencing Software Email Provider Email Software Software For Emails Hosted Emails Email With Domain Custom Email Address Email Hosting Business Email Address Email Encrypted Custom Domain Email Project Management Software Project Management Task Management Project Planner Project Management Tool Task Management Software Project Planning Software Project Management App Task Management App Project Management System Project Management Software Form Builder Form Builder Survey Builder Order Forms Web Forms Form Maker Form Creator Form Designer Survey Maker Survey Creator Custom Form Appointment Scheduling Appointment Scheduling Software Appointment Scheduling System Meetings Scheduler Appointment Scheduling App Online Appointment Scheduling Online Scheduling App Appointment Scheduler Appointment Booking App Calendar Scheduler Online Scheduler Robotic Process Automation RPA Tools RPA RPA Automation Robotic Automation Software Data Scraper Web Scraper Robotic Automation Website Scraper Business Process Automation Robotic Process Automation Business Process Management Workflow Management Business Process Modelling Business Process Automation BPMN BPM Software BPM Tool Business Process Management Workflow Software Workflow Automation Business Process Mapping App Integration Workflow Software Workflow App Workflow Automation Process Automation Application Integration Data Integration Tool Workflow Management Software Data Integration Software Workflow Tool Marketing Automation Electronic Signature Signature Maker Digital Signature Software Digital Signature Pdf Signer Esign Online Signature Signature Creator Sign Documents Online Electronic Sign E Signature

Get Started with 500apps Today

Voxdesk is a part of 500apps Infinity Suite

Please enter a valid email address
Sign Up 14-day FREE Trial