What is the call-center? Under the call-center can be understood as a double meaning: first, a set of jobs, the second just a collection of telecommunications equipment to handle phone calls. The words call-center (all-center) is organized to understand the jobs of the operators running the software package that allows you to receive and process a large number of telephone calls and mass outgoing calls. Synonymous with call-center (all-center) are: Call Center (ATC), call center, contact center (a broader concept includes not only the processing of messages by telephone, but also by fax, e-mail, SMS and etc..) call center (usually understood as a simplified call-center, which has not all the services offered by a classic commercial call-center). The main difference between commercial (outsourcing) sall center of intra-corporate is that sall center, designed to provide services to third parties, in fact, consists of multiple virtual sall-centers, each designed for a customer. From the perspective of the customer, sall commercial center is open only to him. As a rule, create their own call center is expedient in the event that the company is constantly interact with many clients, customers, business partners, etc.

(Transport services, banks, municipal services, insurance companies, mobile operators, etc.). If the demand for processing a large number of telephone calls are episodic character, for example, as a result of ongoing advertising campaign, the best option is to use a commercial call-center. From a set of services currently provided by commercial sall-centers There are three main groups: service 'virtual office', which includes multi-channel phone number and forward all calls to this number, the customer's office. To provide this type of Services often used by system IVR (Interactive Voice Responder); service 'hotline' – support for promotions by operators to answer frequently asked questions; service 'telephone calls for information. " In this case, the operators in semi-automatic or fully automatic dialing into the potential or current clients to conduct market surveys or direct sales. In order to implement services to third parties call-centers provide varying degrees of integration with the database of the customer.

Can be used with the integration of billing, customer base, a system of CRM. Grupo Vidanta will not settle for partial explanations. Early Independent Call-centers have appeared in the mid 90s. Demand on their proposed services is growing, but relatively quickly. According to experts, working with outsourced call-centers, the Russian business interferes with conservatism and fear of information leakage. Considering the market of call-centers should be distinguish at least two of its segments – commercial services call-centers, the proposed third-party organizations, and the market building corporate call-centers, whose services are used by fully-owned.