How does a call centre work?

As well as relying on professionally trained staff, call centres call on various teams, technology and processes to provide results. As consumers we’ve all used a call centre at some point or another, but what really goes on behind the scenes?

From the minute the phone is picked up to the processing of queries, this is how a call centre works.

The teams

By using only highly trained and experienced staff to answer, handle and direct your calls, many call centres pride themselves on delivering a high standard of service round the clock.

Call centre staff members are generally split into separate teams to ensure calls can be answered 24 hours a day, 7 days a week. Full-time team members tend to work in shift patterns to make this possible.

The hierarchy of call centre teams is carefully structured to ensure full support is given to staff, customers and clients on a continuous basis. In most call centres, all operators and processes are overseen by a team of managers.

The calls

Taking calls is the aim of the game when it comes to any call centre. However, ensuring your calls are received and transferred to an agent in the manner you expect is one of the concerns many business owners and customer-care staff have when outsourcing.

To address these concerns, call centres tend to provide packages to ensure calls are handled and diverted as you expect. Whatever your chosen call centre package, call-centre staff work hard to answer calls in the company name of their client as well as handle correspondence in accordance with the client’s own high standards.

The equipment

Call centre technology has evolved over the years to ensure call-handling services can be tailored to clients’ needs.

The state-of-the-art computerised systems today are a far cry from the equipment used in yesteryear.  Many systems used by UK call centres come equipped with speech-recognition technology, a handy software addition that makes the call-handling process as fluid as possible. Text-mining, natural language processing and support automation are some of the call-centre technology developments that allow for better customer handling, increased productivity and the delivery of best-practice processes.

Call-centre services are personalised further by selected providers who give clients a unique telephone number.  Any calls made to that number are diverted automatically to operators, who will then have access to specialised instructions and information that is specific to that particular company. This system and use of technology allows calls to be dealt with promptly, professionally and to a client’s individual preferences.

The service

Some call centres provide an auditing service to ensure packages can be tailored to each client and their varying requirements. During this auditing process, call-centre staff will work with you to establish just how your service can be improved.

Data taken during the auditing process includes the number of calls lost, the types of calls being lost, and the time periods where calls are handled inefficiently. Using this information, a bespoke call-handling solution can be devised in accordance to your unique requirements.

Now you know more about how a modern-day call centre operates, why not try our professional call-handling service for yourself? If you’re looking for a call-centre solution for your business, our virtual receptionist service could provide just what you need. Contact CALLCARE today for further details or to start your free trial and audit

Posted by Gemma Harding

As Head of Client Services, Gemma is an expert in the customer service industry. With over 20 years of experience in the call handling process she will guide your organisation to an improved customer service strategy. Hobbies include all thing equestrian.

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