However, because small businesses, by their very nature, are limited when it comes to personnel, many are at a loss as to how to improve service without dramatically increasing costs. To that end, companies might want to take a look at the many options call centers can provide.
Call centers devoted to customer service usually operate in one of three ways.
They can use traditional telephones, email and Web browsers, or a hybrid situation that combines the telephone and Internet. The number of representatives staffing the center will also vary and can range from one person to several hundred. The staff's primary duties typically include responding to current customer inquiries regarding previously purchased products, placing new product orders, and answering potential customers concerns. ACD, is designed to be used by two to 40 people, and automatically routes incoming calls in order of priority. The calls are then distributed among the operators so as not to create a long queue, or waiting time, for the caller.