How Call Centres Work

Published Date
01 - Nov - 2005
| Last Updated
01 - Nov - 2005
How Call Centres Work
Here is the Visual Depiction of how a call centre  works.  If a  customer initiates  a call it is an inbound call Centre; if  a customer service executive (CSE) initiates  the call, it is an Outbound Call Centre.  The way to connect, though, remains unchanged…

Customers place a call to the toll free number

The call reaches the PSTN (Public Switched Telephony Network)

Depending on the routing opted for by the company, the call is sent via satellite (satellite telephony) or via the Internet (VoIP)

The call reaches the Indian PSTN

This is where it gets a little complicated:

The call is received by an IVR (Interactive Voice Response) System, and an Automated Call Distributor (ACD) is used to send the call to a Customer Service Executive (CSE) in the right department-based on the options selected from the IVR.

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