Call Centre - Varieties

Varieties

Some variations of call centre models are listed below:

• Contact centre – Supports interaction with customers over a variety of media, including but not necessarily limited to telephony, e-mail and internet chat.
• Inbound call centre - Exclusively or predominantly handles inbound calls (calls initiated by the customer).
• Outbound call centre - One in which call centre agents make outbound calls to customers or sales leads.
• Blended call centre - Combining automatic call distribution for incoming calls with predictive dialling for outbound calls, it makes more efficient use of agent time as each type of agent (inbound or outbound) can handle the overflow of the other.
• Telephone answering service - A more personalised version of the call centre, where agents get to know more about their customers and their callers; and therefore look after calls just as if based in their customers office.