Call center, call center, callcentre and call center (also in German and usually in the second spelling form common in American)

In banks, the organizationally combined services for customers in the back-office area, especially telephone banking, telephone advice by specialists and hotline (hotline; central point of contact for incoming inquiries by telephone or e-mail about the bank’s products; an employee there is also called a call agent). – A well-equipped call center is of increasing importance for the bank’s image. For this reason, the bank tries to minimize the long waiting times that annoy customers who wish to have personal contact. However, since call centers inevitably have to employ broadly and deeply trained staff (call agents), this service places a disproportionately heavy burden on the cost accounting of the institutions. In some cases, the use of a gatekeeper is the more cost-effective solution. – An independent service provider who, in the case of banks – and companies in general – assumes responsibility for tasks such as – telephonic overrun, – operation of the Internet hotline after hours, and – other customer care tasks (after-sales service, client management) on the basis of a special contract. In Germany, outsourcing agreements between institutions require the approval of the German Federal Financial Supervisory Authority (BaFin). – See churn rate, advance letter, activity analysis, accessibility, outsourcing, authority management, banking, relationship management, call, canvassing, downsizing, remote access, intensive care unit, customer defense service, customer retention, customer caregiver, outsourcing risks, scoring, service line, availability.

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University Professor Dr. Gerhard Merk, Dipl.rer.pol., Dipl.rer.oec.
Professor Dr. Eckehard Krah, Dipl.rer.pol.
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