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Written by Jieb Sukprasertkul   
Tuesday, 27 September 2011 18:53

 

Service Centre

 

A Service centre is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A Service centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing Services for telemarketing, clientele, product services, and debt collection are also made. In addition to a Service centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.

A Service centre is often operated through an extensive open workspace for Service centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies Serviced computer telephony integration (CTI).

Most major businesses use Service centres to interact with their customers. Examples include utility companies, mail order catalogue retailers, and customer support for computer hardware and software. Some businesses even service internal functions through Service centres. Examples of this include help desks, retail financial support, and sales support.

 

A contact centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by Serviceing, emailing, chatting online, visiting websites, faxing, and even instant messaging.

Last Updated on Thursday, 03 November 2011 17:22
 
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