Descriptions On The Call Center

The call center has developed from the ninth century, which was widely identified by the customers and business. This center has become a large business chain nowadays, which includes the hardware supplier, software developer, integrators, information consultation service providers, management department.

The first generation of the call center relied on the manual operation and had the high requirement on workers' capacity. The simple function was implemented. It was used to handle the complaint and consultation from customers. The second generation had widely used the computer techniques, interactive voice response and ACD. But it needed the integration of hardware platform and software. It had the low ability to response customers' needs; meanwhile, the cost was comparatively high and the update was not convenient. The third generation product was based on the voice board card. The development of computer telephony integration made the integration between communication technique and computer technique easy. The synchronism between the data and voice makes the call center flexible; however, it will be not stable when the many calls in. The IP technique is the key of the fourth generation of call center. The development of IP technique has combined the traditional business and the new value added service together. How to develop the next generation of the call center is a question for all the operators. I will list some important elements in the below part of the article.

First is the development of 3G technique. The 3G technique is applied in the after-sales service, and the video call center is also emerging. Second is the speech recognizing technology. Under the development of speech recognizing technology, the information recording and customers' complaint can be handled automatically. This technique is able to shorten the communication time and improve the accuracy.

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