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This site is meant to provide basic information on call centers and inbound order taking and to provide contacts for companies that need a call center service to answer calls from customers ordering products from a catalog, mail order ad, infomercial, direct mail, or web site.
WHAT IS A CALL CENTER?
Simply put, a call center is a place where telephone calls are answered and made. Although call center companies continue to provide a growing number of services, including; out-bound telemarketing, fax on demand, web based chat, escorted browsing, e-mail communications and more; our focus here is on inbound order taking by live operators for mail order and direct marketing related companies.
In this context, inbound telephone order taking can be defined as the process of an operator receiving a request for information, or an order for a product or service, through the telephone, usually via a toll free number. With the operator recording the event by entering all... |
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...relevant information regarding the request or order into a database, including payment information, and possibly processing the payment for the product or service. Then, forwarding this information to the fulfillment company that will deliver the order to complete the entire transaction. Note: Sometimes the payment is processed at the fulfillment center, right before goods are shipped.
Since the majority of direct marketing orders are taken by telephone through inbound call centers, order taking and fulfillment go hand in hand, and many people assume that one company handles both processes.
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