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March 12, 2010

The Inbound Call Center and Customer Relationship Management by Ira Spere

[Jan 31, 2007] Call centers are created by organizations to receive inbound calls for varied day-to-day business reasons. Since companies invest tremendous amounts of money into customer- care relationships, they carefully monitor customer perceptions of their efforts to serve them. There’s a growing awareness in the business community that customers are unhappy dealing with computerized message delivery systems. Callers tend to perceive interactive voice response systems (IVR), voicemail, and even a standalone answering machine as too formal and not user friendly. Call centers and answering services that feature live phone operators are viewed much more positively by callers, and give companies a more personal, caring and relaxed image.

Inbound calls to any organization generally fall into one or more categories; calls are placed to obtain information, report a problem or error, or ask for assistance. This is different than outbound calls placed by a sales agent with the purpose of selling a product. This practice is known as telemarketing, which entails a different set of methods and requirements for successful operation. Inbound call centers can be expensive to run, but they are invaluable to today’s businesses.

Companies increasingly outsource their call center needs to large call center companies located in India, The Philippines and some parts of Latin America where there is a large population of professionals who are fluent English speakers. Overseas outsourcing isn’t always necessary. There are many call centers located throughout the United States that large and small companies utilize for inbound customer service and sales calls.

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About Ira Spere
Ira Spere is a writer for EFLS . com where you will discover a wealth of resources on inbound call centers and other related information.
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