Since there are different types of call centers, the requirements and needs of everyone involved must be taken into account when implementing solutions with specific functions. We all depend on call centers to some extent today, which is why such analysis is crucial to the successful implementation of a solution.

The question may sound strange, but there is a simple answer: we all use call centers. We all use call center services to some extent. If we look at the question a little more closely, we also look at the employees of a call center and the people involved in the administration and implementation of such solutions. We conclude that there is a clear ecosystem of call center users – both external and internal.

And yet this question is essential. Call centers must be developed from the perspective of all users – agents, customer service representatives, callers and called recipients. The needs of both users and employees are constantly evolving. In this series of articles, we address the question of how the different requirements of those involved can be taken into account in such a way that there is room for future needs. First, we should identify a number of different cases where different functions and operational requirements apply to provide a basis for further classifications.

Let’s start with the obvious. Many call centers are used in a commercial environment. They are an important tool that can be used to take into account the needs of many customers and prospects. These call centers provide an effective connection between consumers and businesses, whether selling a service or product. However, as the trend increasingly moves towards online shopping, the need for direct contact is often overlooked. The call center must be an integral part of the consumer experience and seamlessly integrated into the process. Therefore, a distinction is made between two basic commercial types of call centers: call centers for consumers that receive services such as communication services or insurance, and call centers that support online channels and online retailers.

There are also call centers whose purpose is to provide technical support and deal with warranty cases. These so-called support call centers are contacted when customers need support. Public institutions also have to fulfill essentially the same function and, for example, help with tax issues or ensure medical care. Support call centers have a number of different requirements depending on the urgency and priority of the issue being addressed.

Finally, there are call centers that work in the opposite direction. The agents call customers or companies and are usually subjected to varying degrees of pressure. This category is referred to as outbound call centers, although the requirements of such call centers are usually very specific.

When determining the requirements of a call center, the intended function of the call center must first be taken into account. According to our classification, we differentiate between four basic call centers:

• Service call center
• Sales call center
• Support Call Center
• Outbound Call Center

The second aspect is considered the largest market. The focus here is either on service for companies (B2B) or for consumers (B2C). Here too, different needs must be taken into account, as B2B has different requirements than B2C.

jtel is a call center provider that delivers solutions for all cases, needs and stakeholders. We know the different challenges that operators of B2B and B2C call centers have to face, especially in outbound business. In this series of articles, we look at these different situations and show how our solutions can support all types of call centers. It’s best to contact us today!