Editing Call centre (section)

==Technology==
[[File:Callcentreterminal.JPG|thumb|Call centre worker confined to a small workstation/booth, using [[CallWeb]]<ref name="CallWeb">{{cite web | title=CallWeb | website=CallWeb | url=https://callweb.ca/index.cgi?en:home | access-date=2023-05-04|quote=... a complete on-line data collection system. Its functionalities allow for Web surveys, of course, but it has also been used to build registration systems, project tracking systems, intelligent forms, etc.}}</ref> Internet-based survey software]]
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Call centre technologies often include: [[speech recognition]] software which allowed [[Interactive voice response|Interactive Voice Response (IVR)]] systems to handle first levels of [[customer support]], [[text mining]], [[natural language processing]] to allow better customer handling, agent training via interactive scripting and automatic mining using [[best practices]] from past interactions, [[support automation]] and many other technologies to improve agent productivity and [[customer satisfaction]]. Automatic lead selection or lead steering is also intended to improve efficiencies, both for inbound and outbound campaigns. This allows inbound calls to be directly routed to the appropriate agent for the task, whilst minimising wait times and long lists of irrelevant options for people calling in.<ref>{{Cite journal |last1=Shah |first1=Shariq |last2=Ghomeshi |first2=Hossein |last3=Vakaj |first3=Edlira |last4=Cooper |first4=Emmett |last5=Fouad |first5=Shereen |date=2023-08-01 |title=A review of natural language processing in contact centre automation |journal=Pattern Analysis and Applications |language=en |volume=26 |issue=3 |pages=823–846 |doi=10.1007/s10044-023-01182-8 |issn=1433-755X|doi-access=free }}</ref>

For outbound calls, lead selection allows management to designate what type of leads go to which agent based on factors including skill, [[Socioeconomics|socioeconomic]] factors, past performance, and percentage likelihood of closing a sale per lead.

The [[universal queue]] standardises the processing of communications across multiple technologies such as fax, phone, and email. The [[virtual queue]] provides callers with an alternative to waiting on hold when no agents are available to handle inbound call demand.

===Premises-based technology===
Historically call centres have been built on [[Private branch exchange]] (PBX) equipment owned, hosted, and maintained by the call centre operator. The PBX can provide functions such as [[automatic call distribution]], [[interactive voice response]], and [[skills-based routing]].

===Virtual call centre===
{{see also|Software as a service|Remote work}}
In a virtual call centre model, the call centre operator (business) pays a monthly or annual fee to a vendor that hosts the call centre telephony and data equipment in their own facility, cloud-based. In this model, the operator does not own, operate or host the equipment on which the call centre runs. Agents connect to the vendor's equipment through traditional [[Public switched telephone network|PSTN]] telephone lines, or over [[voice over IP]]. Calls to and from prospects or contacts originate from or terminate at the vendor's data centre, rather than at the call centre operator's premises. The vendor's telephony equipment (at times data servers) then connects the calls to the call centre operator's agents.<ref>{{cite book |author=M. Popovic and V. Kovacevic |url=https://archive.org/details/springer_10.1007-3-540-47728-4/mode/2up |title=Networking — ICN 2001 |publisher=University of Novi Sad, Yugoslavia |year=2001 |isbn=978-3-540-42302-7 |series=Lecture Notes in Computer Science |volume=2093 |pages=75–84 |chapter=An Approach to Internet-Based Virtual Call Center Implementation |doi=10.1007/3-540-47728-4_8}}</ref>

Virtual call centre technology allows people to work from home or any other location instead of in a traditional, centralised, call centre location, which increasingly allows people 'on the go' or with physical or other disabilities to work from desired locations – i.e. not leaving their house. The only required equipment is Internet access, a workstation, and a softphone.<ref>{{cite news |url=http://www.nticentral.org/about/articles/nnyt03012006.shtm |author=David S. Joachim |title=Computer Technology Opens a World of Work to Disabled People |newspaper=New York Times |access-date=2010-03-15 |archive-url=https://web.archive.org/web/20100323055604/http://www.nticentral.org/about/articles/nnyt03012006.shtm |archive-date=2010-03-23 |url-status=dead }}</ref> If the virtual call centre software utilizes [[webRTC]], a softphone is not required to dial. The companies are preferring Virtual Call Centre services due to cost advantage. Companies can start their call centre business immediately without installing the basic infrastructure like [[Dialer]], [[Automatic call distributor|ACD]] and [[Interactive voice response|IVRS]].<ref>{{cite journal|last1 = Kumar|first1 = Harish|title = Hosted Contact / Call Center Services in Indian Telecommunications Licensing and Regulation|url = https://www.researchgate.net/publication/294894811|website = Researchgate|page = 6|doi = 10.13140/RG.2.1.2931.9445|year = 2016}}</ref>

Virtual call centres became increasingly used after the [[COVID-19 pandemic]] restricted businesses from operating with large groups of people working in close proximity.

===Cloud computing===
{{Main|Cloud computing}}
Through the use of [[application programming interface]]s (APIs), hosted and on-demand call centres that are built on cloud-based [[software as a service]] (SaaS) platforms can integrate their functionality with cloud-based applications for [[customer relationship management]] (CRM), [[lead management]] and more.

Developers use APIs to enhance cloud-based call centre platform functionality—including [[Computer telephony integration]] (CTI) APIs which provide basic telephony controls and sophisticated call handling from a separate application, and configuration APIs which enable [[graphical user interface]] (GUI) controls of administrative functions.

===Outsourcing===
{{see also|Outsourcing}}
Outsourced call centres are often located in [[Developing country|developing countries]], where wages are significantly lower than in western countries with higher minimum wages. These include the call centre industries [[call center industry in the Philippines|in the Philippines]], [[call center industry in Bangladesh|Bangladesh]], and [[call center industry in India|India]].

Companies that regularly utilise outsourced contact centre services include [[British Sky Broadcasting]] and [[Orange (telecommunications)|Orange]]<ref name="The Wall Street Journal">{{cite news |url=http://www.livemint.com/2008/11/15003857/Orange-says-outsourced-work-to.html |title=Orange currently outsources work to Indian units of Convergys Corp |newspaper=The Wall Street Journal}}</ref> in the telecommunications industry, [[Adidas]] in the sports and leisure sector,<ref name="Adidas - Contact Centres">{{cite web |url=http://www.ewa.ltd.uk/case-studies/adidas |title=adidas setup a dedicated customer care centre |publisher=[[Adidas]] |access-date=2014-11-26 |archive-url=https://web.archive.org/web/20131027000319/http://www.ewa.ltd.uk/case-studies/adidas |archive-date=2013-10-27 |url-status=dead }}</ref> [[Audi]] in car manufacturing<ref name="Audi chose Confero as an outsourced call centre">{{cite web |url=http://www.confero.co.uk/casestudies.htm |title=Audi chose Confero as an outsourced contact centre |publisher=Confero}}</ref> and charities such as the [[RSPCA]].