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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]
[1] [2] Whereas automatic call distribution (ACD) distributes inbound calls to a call centre amongst its agents, an auto dialler makes outbound calls and comes in several forms. [2] Auto diallers are responsible for providing management information to call centre operators, including how many outbound calls each agent has handled. [3]
Telemarketing. Telemarketing (sometimes known as inside sales, [1] or telesales in the UK and Ireland) is a method of direct marketing in which a salesperson solicits prospective customers to buy products, subscriptions or services, either over the phone or through a subsequent face to face or web conferencing appointment scheduled during the call.
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.
Call Centers are adopting soundboard technology. [4] Though more limited in its scope and applications, soundboards are one type of agent-assisted automation, a specialized call center technology which improve productivity. For example, soundboards seem to be primarily used for outbound telemarketing. Because the technology effectively ...
There are two types of telemarketing: outbound and inbound. [42] Outbound telemarketing is used by organizations to reach out to potential customers, generate sales, make appointments with salespeople and introduce new products. Inbound telemarketing is where people call the organization to complain or inquire about products.
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