In the past, Call Center only can be reached by some people who have access to telecommunication equipment and channel. Nowadays, evolution in telecommunication technology makes this channel as more accessible to many as a simple “push button” and friendly user devices.
Right now, Call Center as a company’s communication channel becomes increasingly popular. As the penetration increases, the usage and application is also expanding from just in bound service orientation to become outbound selling channel. So the old paradigm that states Call Center as a Cost Center was changed to become Profit Center for some organizations. Even, some who have been very committed have transformed the Call Center becomes Contact Center.
Call Center as a company’s display should be managed seriously. Once a company provides communication channel for customers via Call Center, they must make sure that each service contact happening in Call Center transforms and builds good company image.
There is no recovery service in Call Center, customer expectation to be served completely and quick thru telecommunication devices for the first time contact is higher than that of visiting or walking in customers to a branch or to a service point.