Understanding Call Center

The call center serves three main purposes: answering requests for information (information request), scheduling an action for requests (action request), and recording customer comments (comment).

Typically, customers call, email, or fax the call center with an issue. The call center employee responds by attempting to solve the customer’s problem, handling it according to the request type.

Record each customer request to provide accurate reporting on request volume. As soon as the customer contacts the call center, click save to create a new record before you take any information. The type of request determines which sections of the form need to be filled in. Many call centers require employees to perform a KB search for each customer request so that standard procedures are followed (e.g., call scripts).