Implementation

Types of calls are often divided into outbound and inbound. Inbound calls are calls that are made by the consumer to obtain information, report a malfunction, or ask for help. These calls are substantially different from outbound calls, where agents place calls to potential customers mostly with intentions of selling or service to the individual (telemarketing). It is possible to combine inbound and outbound campaigns, but it is not a common practice.

Call centre staff are often organized into a multi-tier support system for a more efficient handling of calls. The first tier in such a model consists of operators, who direct inquiries to the appropriate department and provide general directory information. If a caller requires more assistance, the call is forwarded to the second tier, where most issues can be resolved. In some cases, there may be three or more tiers of support staff. If a caller requires more assistance, the caller is forwarded to the third tier of support; typically the third tier of support is formed by product engineers/developers or highly skilled technical support staff of the product.

Remote Agents – An alternative to housing all agents in a central facility is to use remote agents. These agents work from home and use internet technologies to connect.

Temporary Agents – Temporary agents who are called upon if demand increases more rapidly than planned.

Contact centers – Deal with more media than telephony alone including Email, Web Callback and internet Chat.