The term ‘call center’ is a generalized term. In truth, ‘call centers’ vary quite a bit, and the call center market is segmented based on a number of factors, including, but not limited to, the industry they operate in, their role (e.g., making outbound sales calls vs. taking inbound customer support calls) and their operating model (cloud vs on-premise). The contact center market is also segmented by size.
Call centers are also defined by the number of agents or seats they have. Some call centers may employ thousands of agents, others only a handful. The term ‘Commercial Call Center’ refers to small and midsize organizations (less than 500 agents), as opposed to ‘Enterprise Call Centers’, which refer to operations with more than 500 agents.
There are several kinds of commercial call centers. Let’s take a closer look at the three main types:
Outbound sales agents call the people who have filled out the 'Call Me Back' form on your website or left their contact information through the chat box. Customer questions can relate to the ordering process, payment, orders, etc.
A call center for inbound sales and support provides customers with answers and relevant information about purchasing and paying for a product or service. Companies also establish inbound commercial contact centers for the purpose of fielding customer inquiries and providing customer support, everything from answering product or service-related questions to providing in-depth technical support.
Virtual call center services primarily apply to global businesses working in multiple time zones, languages and branches. A virtual call center standardizes processes across all contact centers.
The purpose of telemarketing is to solicit donations or sell products over the phone. Telemarketers track customer contact lists, explain the benefits of their services, and obtain payment information if needed.