Call Centre Professionals as Information Professionals Emphasizing Contemporary Scenario

Abstract

Call centre is an important name in modern days. The first call centre was started in 1908 at United States of America. Call centre’s today forms an important part of all most all type of business and organization. However the concept and role of call centre is equally important to the non profit making organization due to customer or user satisfaction. Call centre is mainly responsible for out sourcing. Many a times this is not possible to customer assistance or information services at the institution or campus; thus the concept of call centre was emerged where a call centre (may or may not) basically act as coordinator. India is booming in outsourcing field for most of the western countries for several reasons. This paper describes some aspect of call centre including their role, call centre personnel, the technique adopted for works and especially the main challenges and issues related to call centre professionals. This Paper also highlights the probable solution for this. Information professionals traditionally treated as Librarian, Reference in- Charge, documentation officer; however apart from them call centre professionals are also an information professionals but discussion on information professionals still very minimum.

Keywords

Call centre, Customer care, Stress Management, information professionals, Functional Professionals, Technical Professionals, Computer Professionals

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