A call center is a platform that brings together a set of human, material and technical means to support the long-distance relationship between a company and its market. The call center can support companies in a process of connecting with their prospects / customers in B to B or B to C.
The call center agents who occupy this space take charge of all incoming and outgoing calls from their customers (very small businesses, SMEs, liberal professions, etc.). These calls may have a connection with a commercial or technical aspect of the product or service offered by the company. To do this, they use digital tools such as chatbots or CRM and HR software to guarantee an optimal customer experience.
A call center also acts as a contact center since the platform not only manages incoming and outgoing calls, but also takes care of all exchanges passing through other communication channels : email, social networks, written messages, websites…
Even if the telecoms occupy the major part of the market, the teleoperators intervene in most of the sectors of everyday life. They manage subscriptions, resolve technical issues, track your orders, organize your trips and offer many other services.