CALL CENTER

Call Center



Call Center

Introduction

I have selected call center field for my career development. Today, the call center industry, is a significant part of the global economy. More than 55,000 call centers operate in North America alone, employing more than 6 million people (6 percent of the workforce). Consumers purchase more than $700 billion worth of goods and services through call centers every year, and that number is growing. You can purchase almost anything from the comfort of your home, office, car, or wherever you can get to a phone (or access the Internet).

Call centers have now an operational record in advanced economies for over a decade. It will continue to be vital to determine records in terms of attrition rates of centers and the sustainability of call centers and jobs in the face of technological and competitive pressures. As I have been working in this field for quite a long time, I know myriad pros and cons of this field that I gained thought immense professional efforts.

Discussion

Call centers continue to evolve at a dizzying pace. In an effort to gain greater efficiencies, provide better customer service, and generate more revenue, call centers are using more sophisticated technology, including customer information databases that give agents a better understanding of customers' preferences, buying patterns, and desired products or services. Based on data collected about each customer, the system suggests options for that customer. This smart technology and its analytical tools give agents the best way to approach each customer as an individual. This industry is undergoing immense transformation but this model has been immensely successful for myriad businesses. The scope of this industry in the world economic scenario is enormous.

The explosion of academic research on call centers has matched the emergence and growth of the industry. For example, a search on 'Google Scholar' unearthed around 39,000 articles that mentioned call centers. In the social sciences, call centers embody many of the debates and discussions that resonate across disciplines. To begin with, there is the future of work in an age where the extensive application of ICT (Information and Communication Technology) offers potential for new ways of doing things, expanding markets, developing new products and undertaking work in different ways (Burgess & Connell, 2005). The very nature of, and even existence of, work has to be questioned in a context where many processes and functions can be automated or performed ...