TODAY -

Call centre as career options

Ranjan K Baruah *



Call centre is a common word for many of us as young people in metros have experiences of working in various call centres. Now, we need to know what is this all about and how one can be involved with this. All of us use mobile phone and many times we call up the call centre whenever we have any issue with the network or the charges or any other offers.

This means we have been using the services provided by call centre. Well, a call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. There may be other definition too but it is easy to understand.

An inbound call centre is operated by a company to administer incoming product support or information enquiries from consumers. Outbound call centres are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, e-mail, etc.

A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations.

The origins of call centres dates back to the 1960s with the UK-based Birmingham Press and Mail, which installed Private Automated Business Exchanges (PABX) to have rows of agents handling customer contacts. By 1973, call centres received mainstream attention after Rockwell International patented its Galaxy Automatic Call Distributor (ACD) for a telephone booking system as well as the popularization of telephone headsets as seen on televised NASA Mission Control Center events.

During the late 1970s, call centre technology expanded to include telephone sales, airline reservations and banking systems. The term "call centre" was first published and recognized by the Oxford English Dictionary in 1983. The 1980s experienced the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centres increased with the deregulation of long distance calling and growth in information dependent industries.

During the 1990s, call centres expanded internationally and developed into two additional subsets of communication, contact centres and outsourced bureau centres. A contact centre is defined as a coordinated system of people, processes, technologies and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organisation.

In contrast to in-house management, outsourced bureau contact centres are a model of contact centre that provide services on a "pay per use" model. The overheads of the contact centre are shared by many clients, thereby supporting a very cost effective model, especially for low volumes of calls.

The modern contact center has developed more complex systems, which require highly skilled operational and management staff that can use multichannel online and offline tools to improve customer interaction. We shall publish more about options in call centre in our next edition.

Updates:

As per regulations framed under the Indian Medical Council Act-1956 as amended in 2016 and the Dentists Act-1948 as amended in 2016, NATIONAL ELIGIBILITY CUM ENTRANCE TEST (UG) 2017 [NEET(UG)-2017] will be conducted by the Central Board of Secondary Education (CBSE), for admission to MBBS/BDS Courses in India in Medical/Dental Colleges run with the approval of Medical Council of India/Dental Council of India under the Union Ministry of Health and Family Welfare, Government of India except for the institutions established through an Act of Parliament e.g. AIIMS and JIPMER Puducherry. The NEET (UG)-2017 will be conducted on Sunday, the 7th May, 2017.


* Ranjan K Baruah wrote this article for The Sangai Express
The writer is a career mentor and can be contacted at bkranjan(AT)gmail(DOT)com
This article was posted on February 14, 2017.


* Comments posted by users in this discussion thread and other parts of this site are opinions of the individuals posting them (whose user ID is displayed alongside) and not the views of e-pao.net. We strongly recommend that users exercise responsibility, sensitivity and caution over language while writing your opinions which will be seen and read by other users. Please read a complete Guideline on using comments on this website.




LATEST IN E-PAO.NET
  • Kei Onba Kom Gi Eshing :: Funga Wari
  • Sculpture at Ukhrul :: Gallery
  • NEROCA FC Vs Delhi United :: Gallery
  • Folk star Mangka goes global with Cla
  • Exploring pet grooming as career
  • The Shattered Visage :: Poem
  • LTC & travellling settlement
  • Workshop: Sustainable Skill Development
  • Indo-Naga Talks 2017 :: News Timeline
  • Create two separate states out of Manipur
  • Northeast set to boost India's global IT
  • A word of caution for the BJP led Govt
  • For a better society, education is a must
  • April 14 : Another chapter of shame
  • 'Nura Pakhang'(Video) @Portugal:: Gallery
  • DIO inaugurated @Kangpokpi :: Gallery
  • 8th MU Annual Sports Meet #2 :: Gallery
  • The Real Purenba :: Folk Tales
  • Is cleanliness drive another publicity stunt
  • Time zone & daylight saving time for NE
  • Khongjom War observed at Delhi
  • A matter need to be pondered
  • Rongmei tribe recognition..withdraws
  • Seniors ask GoI to move peace process
  • People's Day likely from next month
  • Inner Line Permit (ILP) Demand :: Timeline
  • Mr India 2017- Ksh Bhaktakumar :: Gallery
  • MIMS (MU) - ManFete #1 :: Gallery
  • nuja (Nuja) :: Seireng
  • Paper trail of fake encounters in Manipur
  • Food & beverage of Zeliangrong #3
  • The Killing Fields :: News Timeline
  • Let us switch on the living mode
  • Saying no to non-local appointment
  • Let adopted child knows the truth
  • Purul, Senapati :: 360 View Panorama
  • Play: 'It's a Myth' :: Gallery
  • Floral tributes to PLA 'martyrs' #3:: Gallery
  • Relevance of ecotourism in the real world
  • World Malaria Day: End Malaria for good
  • The Bath :: Poem
  • Peeking through the FA pact
  • Leaking of the secret deal, another trick?
  • Tributes paid on Khongjom Day #1:: Gallery
  • Arm-Wrestling Championship :: Gallery
  • Dilimpou, Thaireiliu, Doukhothang :: eMing
  • Curses come home to roost
  • Childhood hearing loss/deafness
  • Does India trade deficit with China matter
  • Silent protest against minors gang rape
  • B'pur citizens launch forum for development
  • Yes sir, yes sir syndrome
  • Cheiraoba Thabal @Singjamei:: Gallery
  • TBSFA Veteran Football :: Gallery
  • Saga of Herbert School Hostel
  • Disable for the disable person
  • Manipur : Charting the way forward
  • Uneasy Coexistence :: Poem
  • Assam Rifles Ex-Servicemen Rally
  • Justice Delayed Is Justice Denied
  • Public Relations(PR) Day celebrations
  • Forest authority denies killing tiger
  • Education Minister needs to check
  • Sadar Hills Demand 2011-2017 : Timeline
  • Ethoi Oinam #1 (Actress) :: eRang
  • Angkor Wat , Cambodia #5 :: Gallery
  • Read all about Khongjom Day : History
  • Where Do Manipuris Come From ?
  • WW2 Bridge remain unnoticed by govt
  • I m not born to fulfill parent's dreams
  • 2nd Northeast Fiesta at Jalandhar
  • Filmmaker urged to make socially relevant
  • Bat for more people to people contact
  • Changing trend of journalism
  • Nura Pakhang : Music video
  • Cultural program @Ukhrul #2 :: Gallery
  • puNsi (Punsi) :: Seireng
  • Faith, forgiveness & future
  • Rise of new hopes with BJP in Manipur
  • What is your keyword ?
  • Thanksgiving Function: NE people in Delhi
  • Condemns rape of two school children
  • Govt decision to make hindi compulsory
  • Expectations from the BJP led Govt
  • 6th Kangleipak Kang Trophy #2:: Gallery
  • Floral tributes to PLA 'martyrs' #2:: Gallery
  • Victor Thoudam's It's A Myth :: Synopsis
  • The end of history & Manipur!
  • From Imphal with love
  • License to kill in Manipur
  • Jobs at JCRE Skill Solutions
  • Central Working Committee of TSA
  • Lajong NE Diaries cross 1 Million Views
  • Nagas in Cambodia
  • Addressing VIP culture : No to beacon lights
  • SC judgment to extra-judicial killings
  • Sajibu Cheiraoba @Pune :: Gallery
  • 8th MU Annual Sports Meet #1 :: Gallery
  • Career options after 10 + 2
  • Computerization of land records in Manipur
  • Sajibu Cheiraoba organized at Pune
  • Sattriya Dance: Assam's classical dance
  • Phynyx in Classic Nostalgia at Imphal
  • Beginning of the end of Cong ?
  • Please be serious on road accident
  • Thabal Chongba @Kolkata :: Gallery
  • CM N Biren visit to Ukhrul #2 :: Gallery
  • National Mathematics Day :: Gallery
  • What Ails India's North East? :: Review
  • Commercialization of transgender event
  • Urges Manipur Govt to desist Mapithel dam
  • Mathematics Day at Oriental College
  • Ministers inspect Chandranadi Riverbanks
  • DG IIMC & ADG IIS visit Manipur
  • Manipur duo net London goal
  • Battle of Khongjom : 2 dates for 1 battle
  • Action appreciative, fishy in replacement
  • Governor Trophy Junior Tennis #2 :: Gallery
  • 7th UGC ROP must be Empowering ...
  • Imphal Talkies in my town
  • A new perspective of urban planning
  • The morning dew :: Poem
  • Assam Rifles Ex-servicemen Rally
  • Challenges of heading a coalition Govt
  • Cheirao-chingkaba :: Gallery
  • Tangkhul Dance @Ukhrul #1 :: Gallery
  • 1st People's Day @Jiri :: Gallery
  • Eyek Tamba :: Learn Manipuri script
  • Some Canadian Ideas For School Education
  • Manipuri is a classical language
  • NEROCA FC :: Group Photo
  • Dont make it another Publicity stunt
  • Cheiraoba Chak Katpa -Apr 14 :: Gallery
  • Floral tributes to PLA 'martyrs' #1:: Gallery
  • CM Reception @Khwairamband :: Gallery
  • Wanted: Manipur River Protection Force
  • BSNL broadband condition in Tamenglong
  • April Showers - Sketches :: Poem
  • Websites launches on Digital Manipur
  • MHRD-University Ranking: Status of MU
  • Manipuri Sahitya Parishad, Assam met CM
  • Against notice served to Dr. Kamei @JNIMS
  • Manipur Sangai Festival 2016 #4 : Ooba
  • 'Manipur Govinda' (Play) #2 :: Gallery
  • Superstition, oath & ordeal of Koren
  • Appointment of IAS Officer as JNIMS Director
  • A toffee for the coin
  • DM : Inspiration Episode 12
  • Some points for the CM to digest
  • Govt should not let free public money
  • Reaching out to the hill people
  • CM N Biren visit to Ukhrul #1 :: Gallery
  • Shumang Leela Day :: Gallery
  • Yaikhomba Mutum selected at Cambridge
  • Ethnic Relations: Discourse of NE : Seminar
  • Public Behavior; Hard Nut for New Rulers
  • Will the Lotus really bloom In Manipur?
  • Story of rain & drain in Imphal city
  • Manipur State Policy for Children 2017
  • Centre against SC verdict lifting AFSPA
  • Dubai seeks access to airports in NE
  • Demand for Inner Line Permit : Articles
  • Mending the cracks
  • Earthern Pottery- Thongjao #1 :: Gallery
  • Trip to Kamjong district :: Gallery
  • Hanubi & Hanuba : Downloadable Folktale
  • The Slumbering Beauty :: Poem
  • Career planning after Class X #2
  • CCMT: MTech Admission at NIT Manipur
  • CM inaugurates Tourist Resort at Hungpung
  • Thousands welcomed CM in Ukhrul
  • No re-examination stand of COHSEM
  • Media can still be a tool.. CCpur issue
  • Thoubal Keithel #2 :: Gallery
  • Governor Trophy Junior Tennis #1 :: Gallery
  • Cheirao-chingkaba [Mar 29] #3 :: Gallery
  • Importance Of School Education In Manipur
  • Question leak: Where system goes wrong
  • Walk-in for JRF post @ Mizoram University
  • BNHS announces third common bird count
  • Setting aside a day for the public
  • Unfair, why over 2 lakhs voters are deprived
  • Thabal Chongba @Mysore :: Gallery
  • Nungshiba Khongel @Sylhet :: Gallery
  • Dance movement Takao Kawaguchi's way
  • The man who bridges Manipuri Meiteis...
  • Convention & Nungshiba Khongel at Sylhet
  • A wakeup call by Ima Chenghi
  • Atrocities against ethnic minorities in B'desh
  • Question leak in Class XII exam
  • Shuri Kaso Phanat (Garlic Fest) :: Gallery
  • Education system & emotional integrity
  • Cheiraoba as practiced by Meitei Hindus
  • Religion As A Marker Of Caste System
  • Shaheed Memorial Football :: Gallery
  • Yaoshang Sports #6 (Mar 16) :: Gallery
  • Landslide @Sirarakhong, Ukhrul:: Gallery
  • Ministers @Sirarakhong landslide :: Gallery
  • Mix Media Festival #4:: Gallery
  • Meitei Pokpi :: Radio e-pao
  • Stories of Suns: Shadows from Past
  • Demand for Inner Line Permit (ILP) :: Articles
  • Arambai Exhibition Show #1:: Gallery
  • Nongmai Kainou Chingsomba #2:: Gallery
  • Career prospect in Physics
  • Cheiraoba Chak Katpa [Mar 29] #2:: Gallery
  • Last rites of Sunder Gopal :: Gallery
  • Oinam Doren wins 'Tangible Culture' in UK
  • Lukhrabi Macha : Funga Wari
  • Governor's Cup Women Polo Final :: Gallery
  • Heavy flooding Imphal #2:: Gallery
  • Manipur raiding Burma (1600 - 1850)
  • Cheirao-chingkaba [Mar 29] #2 :: Gallery
  • Miss Manipur Queen 2017 #3 : Gallery
  • Trip to Tamu, Myanmar #1: Gallery
  • Hangmila Shaiza: First Woman MLA
  • Featured Photo for 2017 #1 :: Gallery
  • Maphou Dam :: 360 View Panorama
  • Biju Ningombam (Photos) #3 :: eRang
  • Landscape of Manipur #5: Wallpaper
  • SPONSORED ADS