A Call Centre also called the Contact Center, or Customer Service Centre/Representative/Agent, does the work of receiving or making telephone calls for helping or supporting the customers, on behalf of various companies. Each call center is organized differently depending on the type of products or services they support. The call centers provide an efficacious outsourcing and substantial cost-effectiveness, in convincing and tackling customers of the companies for which they work. Major Categories are:

1. Customer service : Customer service is a broad category and there can be various core or specific work profiles within its sphere like inbound enquires, outbound calls, help desk, etc.

2. Technical Support : This is usually specialized support; however, in some processes, it can be generic and does not need a special degree or diploma.

3. Quality department : Most companies have dedicated quality departments that keep an eye on the day-to-day processing of jobs. People working in quality departments are usually tenured executives from the frontline workforce as they have a deep insight of the product under surveillance.

4. Training and development : Training can be a part of Human Resources in some organizations or can be a separate division in some.

5. Admin/Facilities : Most BPOs invest heavily in infrastructure and require manpower to manage the facility.

6. Leadership roles : Leaders are the group of visionaries who keep close track of all processes working under the flagship of a company, whether a captive centre or third party vendor.


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