What is a call centre?

The old idea of a call centre is something of the past. A UK call centre is a large building, based in a town near you with perhaps around 50 operators in them. A call centre can add a great deal of value to a business.

The old stigma of call centres is that they are based abroad, with an unhelpful team of low paid staff and a poor telephone line quality. However, this is no longer the case!

Each operator may have slightly different roles. The operators are all highly trained and qualified, working full time for the call centre.

When a call comes in the call centre that is intended for your business, the operator’s telephone system will come up with the necessary information so that they can answer the call properly and professionally.

On answering the call, the caller explains why they have called and the operator uses their knowledge of the company and their qualified experience to determine what to do with the caller next. This may involve transferring the call or in some cases, the operator can take a booking or appointment.

It really depends on what you would like from your call centre as to how the operator handles your calls. It is a flexible, bespoke service.

A call operator will also answer your calls very quickly, so that your callers never have to wait or be put on hold. This is something many callers can get frustrated with when calling other companies.

You can ask your operators to adapt the service and answer calls when you need, this may be in times like the summer holidays when you have less staff in the office. This means you can achieve the best telephone answering services possible with a professional call centre.