When the business sectors and markets are experiencing unprecedented boom and ever increasing range of offered products and services; setting pace with technology and influx of enquiry calls has become mandatory and incredibly difficult.  That’s where every company start feeling the need of deploying call center and their services for streamlining their administration, finance and back office operations.

A call center can be divided in two major parts on the basis of their working procedure that is – Inbound and Outgoing Call Centers. The working of inbound call centers basically revolve around answering the query calls people make in regard of certain product or service a company provide while outbound call center do sales process or telemarketing. All you need is UAN which is universal access number to get through one of the many call center agents present in a call center. The call centers route call via two processes - Automatic Call Distribution and Intelligence Voice Recognition.  ACD distributes incoming calls to specific agent terminals where as IVR records the information from customer beforehand and then transfer the call.