A Detailed Guide on How Do Call Centres Work?


A call centre is a type of customer service centre that deals with customer queries and complaints over the phone. They are usually operated by a company in order to improve their customer service and to reduce the costs of running a customer service department. Call centres can be either inbound or outbound. Inbound call centres take calls from customers, while outbound call centres make calls to customers. Outbound call centres are usually used for sales or telemarketing. Call centres usually have a large team of customer service representatives (CSRs) who are trained to deal with customer queries. The CSRs will use a script when dealing with customers in order to ensure that they cover all of the relevant information. Call centres usually have a high staff turnover due to the high levels of stress that are associated with the job. CSRs often have to deal with angry or upset customers, which can be difficult to deal with. Call centres also often have long working hours and shift patterns.

1. Introduction

A call centre is a centralised office used for the purpose of receiving or making a large volume of telephone calls. The term can also refer to a company that provides such services. Call centres are often operated by large organizations in order to manage their customer service or sales operations.

The term “call centre” was first coined in 1978 by the British management consultant Gerald Levin. Call centres were initially set up to provide a large volume of customer support for a small number of organisations. However, with the advent of the internet and the growth of e-commerce, call centres have become an important part of the customer service operations of many businesses.

Call centres are typically staffed by customer service representatives (CSRs) who take calls from customers or make calls to customers on behalf of the company. In addition to CSRs, call centres may also employ quality assurance personnel, supervisors, and support staff.

Call centres are usually located in countries with a large pool of labour, such as India, the Philippines, and South Africa. This is because call centre work is often repetitive and requires little training. Additionally, the time difference between the call centre’s location and the customer’s time zone can be used to the company’s advantage, as CSRs can work overnight shifts to offer 24-hour support.

The use of call centres has come under criticism in recent years, as customers often find it difficult to get through to a human operator and are instead forced to listen to recorded messages or wait on hold for long periods of time. Additionally, the work can be monotonous and stressful, which can lead to high staff turnover.

Despite these criticisms, call centres remain a popular choice for businesses, as they are relatively low-cost and can be scaled up or down to meet changing customer demands.

2. The Main Components of a Call Centre

2 The Main Components of a Call Centre

A call centre is a place where customer service and telemarketing calls are handled by a company. It is also known as a contact centre. The main components of a call centre are the receptionist, the customer service representative (CSR), the supervisor and the manager.

The receptionist is the first point of contact for customers. He or she answers calls and directs them to the appropriate department. The CSR is the person who handles customer queries and complaints. He or she also upsells products and services. The supervisor monitors the calls and provides support to the CSRs. The manager is responsible for the overall operation of the call centre.

The main objective of a call centre is to provide excellent customer service. This can be achieved by ensuring that calls are answered promptly and queries are resolved efficiently. Call centres use a variety of tools to achieve this, such as call monitoring, call recording and call reporting.

3. How Do Call Centres Work?

A call centre is a specialised type of customer service department that helps organisations to manage their customer queries and complaints.

Call centres are usually staffed by customer service representatives (CSRs) who are trained to handle customer queries efficiently and effectively.

The CSRs use a variety of tools to help them do their job, including a customer relationship management (CRM) system, a telephone system, and a computer system.

Call centres typically operate during regular business hours, but some organisations operate 24/7 call centres to offer customer support around the clock.

Call centres usually have a high staff turnover, so they are always on the lookout for new CSRs.

If you are interested in working in a call centre, here is a detailed guide on how do call centres work.

The first step in understanding how do call centres work is to understand the different types of call centres.

There are two main types of call centres: inbound and outbound.

Inbound call centres are responsible for handling customer queries that come in through various channels, such as phone calls, emails, and live chat.

Outbound call centres, on the other hand, are responsible for making calls to customers, usually for sales or marketing purposes.

Now that you know the different types of call centres, let’s take a look at how they work.

Inbound call centres typically use an automated call distribution (ACD) system to route calls to the appropriate CSR.

When a call comes in, the ACD system uses a set of pre-defined criteria to determine which CSR should handle the call.

For example, the ACD system might route calls to CSRs based on their skills, availability, or location.

Once the call has been routed to the appropriate CSR, the CSR will use the CRM system to access the customer’s information and resolve the query.

Outbound call centres typically use a predictive dialer to make calls to customers.

The predictive dialer is a computer system that automatically dials a list of phone numbers

4. The Different Types of Call Centres

A call centre is a place where customer service and telemarketing calls are handled by a company. There are four main types of call centres, each with their own strengths and weaknesses.

1. Inbound Call Centres

Inbound call centres are the most common type of call centre. They are responsible for handling customer calls, whether it be for customer service or sales. The main strength of inbound call centres is their ability to handle a high volume of calls. They are also typically more efficient than other types of call centres, as they have systems in place to quickly route calls to the appropriate agent.

2. Outbound Call Centres

Outbound call centres are less common than inbound call centres, but they play an important role in many businesses. Outbound call centres are responsible for making calls to customers, rather than receiving them. This can be for sales, customer service, or other purposes. The main strength of outbound call centres is their ability to reach a large number of customers in a short period of time. They can also be more flexible than inbound call centres, as they can tailor their call scripts to the individual customer.

3. Virtual Call Centres

Virtual call centres are a relatively new type of call centre, and they are growing in popularity. Virtual call centres are similar to inbound call centres, but they allow agents to work from home. This can be a great option for businesses, as it can save on office space and overhead costs. The main strength of virtual call centres is their flexibility. Agents can work from anywhere in the world, as long as they have a good internet connection.

4. Hybrid Call Centres

Hybrid call centres are a combination of inbound and outbound call centres. They are typically used by businesses that need to handle a high volume of calls, but also need the flexibility of an outbound call centre. The main strength of hybrid call centres is their ability to handle a large volume of calls while still being flexible.

No matter what type of call centre you need, there is an option that will fit your business. Each type of call centre has its own strengths and weaknesses, so it


A call centre is a type of customer service centre that deals with telephone calls from customers. The calls may be inbound or outbound, and the centre may be manned by either human call agents or by automated systems. Call centres are an important part of many businesses, as they provide a direct link between the company and its customers. They can be used to handle customer service enquiries, sales calls, and even technical support calls. Call centres can be found in a variety of industries, from banking and insurance to telecoms and retail. They are often located in countries where labour is cheap, such as India and the Philippines. The work of a call centre agent can be repetitive and stressful, and the hours can be long and unsociable. However, many people enjoy the work and find it to be challenging and rewarding. If you are thinking of setting up a call centre, or if you are considering working in one, then this guide will give you a good understanding of how they operate and what they can offer your business.

Leave a Reply

Your email address will not be published. Required fields are marked *