A call centre is a centralized organization developed for the purpose of receiving and transmitting a large volume of requests by telephone. Usually medium and large companies operate call centers to administer incoming product support or information inquiries from consumers. Outgoing calls are also made for telemarketing, product services, and debt collection.

The calls of a call centre are often divided into outbound and inbound. Inbound calls are calls that are made by the consumer to obtain information, make a complaint, or seek some help. On the other hand outbound calls are outgoing calls which agents make to potential customers mostly with intentions of selling or service to the individual. Tele-marketing is an instance of outbound process. A company may combine inbound and outbound processes.

The main benefit of a call centre is that it provides orderly cost efficient telephone-based services to the customers. This telephone interface saves customers’ time, money and energy which the customer would have spent to approach the company for specific services that could have been rendered over phone. The call centers have structured environments where calls are handled by a group of skilled professionals who provide the service required by the caller or transfer the call to someone designated for that purpose.

No business in the modern competitive world can sustain long unless it ensures high level of customer satisfaction. A well structure and effectively organized call center can make a vital contribution to this end. The call centers can provide accurate and relevant information to the customers as and when needed. Moreover, the customer can access the required services provided by the call center at any time and from any place.

Moreover, the company also greatly benefits by maintaining a call center. Through call center it can maintain good and consistent relationship with the customer. The customer can render feedback pertaining to various services provided to him by the company. It helps the company restructure and renovate its service processes. Thus; call centers can greatly contribute to the consistent growth of the business.

Further, marketing its products and services is vital for the sustenance and growth of a business. Regular marketing through the print and the electronic media involves enormous outlay. Call centers can be used as one of the means to promote the company’s products and services. New products and services can be easily promoted among the existing customers trough call center services.