How a call canter works
A call center is a centralized office where customer service representatives (CSRs) handle a large volume of inbound or outbound telephone calls. Here is an overview of how a call center typically works: Incoming Calls: A customer dials a toll-free number or a local number and is routed to the call center. Automatic Call Distributor (ACD): An ACD system routes incoming calls to the next available CSR who has the necessary skills to handle the call. ACD uses an algorithm to distribute the calls, which can be based on various factors such as skillset, availability, and call volume. Interactive Voice Response (IVR): An IVR system provides automated prompts to the caller, allowing them to select options such as choosing a language preference, navigating through a menu of options, or entering their account number or other personal details. Customer Service Representative (CSR): Once the call is routed to a CSR, they will greet the caller and ask for their account number or other