Call Center / BPO

Call center is a physical or virtual place where the customers’ calls are handled. Creation of a call center requires special managing skills and knowledge of the components it includes. Call centers can be created in several ways and with several kinds of purposes. Each call center will have additional specific requirements.

The job titles included in this tutorial are:

Customer service representative
Supervisor or team leader
Training manager
Training delivery
Workforce scheduler
Quality monitoring or quality assurance team member
Business analyst (reporting and financials)
Process specialist
Human resource
Information technology
Call center manager or director

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