The call center industry has grown significantly over the years and continues to evolve. It's no surprise, as 44% of people surveyed in the US still prefer to use the phone for customer service. As of 2024, the global call center market is valued at approximately USD 29.44 billion and is expected to grow at a compound annual growth rate (CAGR) of 8.24%, reaching USD 47.57 billion by 2030, based on Research and Markets.
Four Types of Call Centers
A call center is a centralized office for handling a large number of phone inquiries. Here are the four types:
Inbound Call Center
Incoming calls are received in an inbound call center. Customer service calls are a classic example. A consumer rings a toll-free number and speaks to an agent who will handle their queries or issues.
Outbound Call Center
In an outbound call center, calls are made to consumers, often for telemarketing or sales but also for proactive customer service. Companies now use outbound calls to follow up after resolving complaints or, in the case of a travel booking platform, to welcome customers back after a trip.
Domestic Call Center
Early call centers were typically local, handling calls from nearby regions. In the US, a center in Dallas, TX, might receive calls from all over the country. In Europe, a call center in London could handle calls from across the EU.
International Call Center
International call centers handle international or global clients. Airline companies are an excellent example, especially since they need to run round-the-clock operations. A Singapore-based call center could receive calls from passengers or consumers living in other parts of the world.
Classifications of Call Centers
In-House Call Centers
These call centers are operated by the company itself to service existing customers and acquire new ones. This setup is ideal as it offers convenience, builds strong relationships due to physical proximity, and ensures quick and efficient issue resolution.
Outsourced Call Centers
Running in-house call centers can be expensive, so many companies use outsourced call centers instead. These centers save on costs for training, employee benefits, office space, and equipment while providing professional service at a lower cost.
Virtual vs Actual Call Centers
Call centers can be classified by size and scope. Formal office call centers come in various sizes:
- Small Centers: 5-10 Agents
- Medium-Sized Centers: 30-50 Agents
- Large Centers: More Than 50 Agents
These centers can manage multiple clients, work on various processes simultaneously, and handle both domestic and international calls.
On the other hand, virtual call centers typically involve agents working from home. These centers handle incoming service-related calls and outgoing telemarketing calls aimed at selling products and services.
Embracing Evolution
Although technology innovation may bring new ways to communicate, a Philippine customer service outsourcing company like Select VoiceCom will keep evolving and adapting. One thing remains unchanged: people genuinely want to connect with another human being. This will ensure call centers continue to exist and grow in the future.
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