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The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
Auto diallers are responsible for providing management information to call centre operators, including how many outbound calls each agent has handled. [3] In more sophisticated computer telephony systems, a single system handles both ACD of inbound calls and dialling of outbound calls, allowing agents to be switched between the two as traffic ...
In business, a boiler room is an outbound call center selling questionable investments by telephone.It usually refers to a room where salespeople work using unfair, dishonest sales tactics, sometimes selling penny stocks or private placements or committing outright stock fraud.
In marketing, contact center telephony is the communication and collaboration system used by businesses to either manage high volumes of inbound queries or outbound telephone calls keeping their workforce or agents productive and in control to serve or acquire customers.
Adding the mobile lines in the existing telephone system (GoIP provides a GSM network between telephone systems and IP PBX, and ensures a fast connection to PSTN where usual telephone lines are unavailable) Organization of outbound call-centers Call transfer from GSM into SIP and backward (inbound and outbound calls between GSM and VoIP)
An IVR can play announcements and request an input from the caller. This information can be used to profile the caller and used by an ACD to route the call to an agent with a particular skill set. Interactive voice response can be used to front-end a call center operation by identifying the needs of the caller. Information can be obtained from ...
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