The call center industry is becoming increasingly important for companies, which corporate communications can be outsourced and how everything started? A device called a call center, takes over for business phone services. The call center is created as the mobile phone market has grown and nearly everyone was can be reached. Background of the call center idea was originally a pure customer service, wishes to reply to complaints or general questions from customers. Now, but also direct calls to potential customers be made, who should be involved in a sales pitch. Other activities of call centres are public opinion polls, market research, orders in mail-order firms, phone number etc.
The business model is based primarily on outsourcing. This means that foreign companies use the call center to perform certain services for them for a fee. The call center and the company on whose behalf the call center calls are thus in any close relationship. Large companies operate but also in-house call centers. The call by call centres is generally bad.
In the past homemakers, students or low qualified personnel hired for the telephone services, what squeezed by the lack of education and training on the satisfaction of our customers. The employees were able to provide any information or gave even incorrect information. Not the call center itself, but the company, in whose name they call it is the damage. Better geschultest staff was also not to find, because the payment was usually low and was paid on Commission on sales calls for such jobs. But the companies have learned. The bad image of the call center will be upgraded now again step by step. We have learned that it pays to train staff and to collect more money from the customers (companies). So, it offered seminars for sales calls and complaints management prior to use in the call center to announce so premium information. Also, social competence is a prerequisite in order to be included in a call center. The Application as a call centre employee is therefore not quite so easy as in the past years. Candidates are selected after exactly predetermined criteria. Sometimes, even by means of an assessment center of candidates on an eligibility is checked. The work of the Commission is still common in the industry. So trying to motivate the employees and work for profit and customer-friendly. The average salary of a call center employee is including Commission about 1,800.00 gross. A call center employee’s work area is limited to a table with phone and computers. The task is less varied, should run but precisely for this reason very precisely, not to a sales rut and monotone, kurzsilbige talks to lead. The call center industry is an ever-growing. The mobile market allowed the breakthrough for this business model in the 1990s.