What Is a Call Center?
September 9, 2016
If your business operates outside the call center industry, you may have trouble answering this question of “What is a call center?” But it’s an important one to ask and even more critical to give careful consideration to the answer.
While some businesses know they have a corporate call center, most others assume they don’t, but they might be wrong. You may have one (or more) corporate call centers hiding in your business and not even know it.
Why is this important? Quite simply, you must identify what you have before you can manage it properly.
By definition a call center is a centralized location where calls are answered or made. The larger the space and the more people involved in this role, the easier these call centers are to spot. However, many other forms of call center activity remain hidden from view.
While some people, both those inside your company and especially those outside, may balk at the concept of a call center, do not dismiss this label. Even if you embrace a descriptor other than call center, do not ignore all the decades of established knowledge about call center operation. This massive resource is invaluable. All you need to do is find it and then harness it.
This is because standard business practices often do not apply to call center work. At best employing conventional business thinking to call center activity can produce additional problems, and at worst these misguided principles render call centers ineffective.
Yet classic call center jargon and concepts are enough to make your head spin.
One solution is to dive deep into the call center industry. Immerse yourself and learn as much as possible that you can apply to your corporate call center. Another option is to hire call center experts who can apply proven call center principles to your corporate call center.
Either way the results are improved efficiency, greater results, reduced costs, and increased effectiveness.
So the first key is to identify your corporate call centers and then manage them as such. Look for future posts where we will dive into this more fully.
Janet Livingston is the president of Call Center Sales Pro, a premier consultancy for corporate call centers, whose team possesses decades of relevant business and call center experience. Contact Janet at firstname.lastname@example.org or 800-901-7706.
Peter Lyle DeHaan is a freelance writer from Southwest Michigan.
Should You Use Direct Mail as a Marketing Tool For Your Answering Service?
If you’ve networked with other telephone answering service owners or attended many TAS meetings,, the subject of direct mail as a marketing tool is ...
Email Opt-Out Traps to Avoid
A great way to market your call center or answering service is with email marketing: you collect email addresses and send regular messages that contai...
Six Steps to Outsource Your Healthcare Call Center
Regardless of the reasons for outsourcing your healthcare call center work, pursuing a reasoned path is the surest way to a successful outcome. Here a...
7 Tips to Maximize the Sale Price of Your Answering Service
At the end of the year, some telephone answering service owners think about selling their business. They want to complete the sale by year-end. Often ...
How to Maximize the Valuation of Your Answering Service
Smart business owners are always looking for ways to increase the value of their business. You should, too. Whether or not you plan to sell your telep...
Outsource Your Healthcare Call Center Work to Reduce Costs
While a common reason to outsource healthcare call center services is to increase quality, an even more likely motivation is to save money. And saving...
Outsource Your Healthcare Call Center Work to Counter Labor Issues
Many areas in healthcare suffer from a shortage of qualified personnel. One common area is nurses, and many healthcare call centers hire nurses to wor...
What to Do When You Struggle with Sales and Marketing
Every telephone answering service and outsourcing call center owner wants to grow his or her business. There are only two ways to do so: growth throug...