A call centre is a service framework, that is based on high-level communication and technology, in which a large number of telephone calls are handled, especially in one providing the customer services function to a large organization.

Functions of a Call centre: 

• Replying to customers against their queries. 
• Providing technical guidance to the customers of the company. 
• Registering a customer’s complaints. 
• Solving the problems of the customer.
• Giving customers a different type of information.

 Importance of call centres in Perspective of India: 

India is a developing country, where economic growth is achieved majorly through technical development. For the sale of products here, various companies have started using telemarketing, telebanking, television, and home shop facilities. Call centres are the mediators in between the organizations and the customers. They work and gap the bridge between the two.

In India, there are a large number of call centres and these organizations are serving the clients with utmost care and conviction. A call centre in India provides the best quality support and customer care services. The call centres are increasing employment opportunities among the youth at a vast level.

They are being designated as Call Centre Advisor, Team Leader, Call Centre Manager, Head of the Call Centre, Customer Services Director, Digital Contact Director, Operational Manager, Resource Planning Manager, Human Resources (HR) Trainer, etc. Today, many call centres are operating in India in Delhi, Gurgaon, Bengaluru, and Hyderabad in order to perform various tasks. They deal with customers’ queries and help them to get the best information.

Technical help desk service is also provided to them, as they deal with the technical issues of the customers and the agents try to troubleshoot their problems and show them the right way. Indian call centres have been successful on an extensive level since the level of English language proficiency in Indian youth is good and their pronunciation is also very good and acceptable at the international level.