Performance Measurement and Management - Essay Example
Then for the last fifteen to twenty years the demands of call centers have tremendously increased. A call center is an operation where employees or agents use computers and specially designed phones to receive calls, do outbound calls on some occasions. These calls then are operated by automatic call distribution (inbound) or predictive dialing system (outbound). The computers that the agents used are specially develop to verify customer data, gather information, and store gathered data (Taylor and Bain 1999).
The call center industry provides various types of services and products. There are call centers that handle medical accounts like prescription handling and order taking; some provide service for bank companies like credit and loans, some provide service for reservations in a hotel or air flight, some centers do provide technical support like those who handle internet connectivity and computer troubleshooting.
The call center management uses several tools; one of these tools is the automatic call distribution system.
