Call Center

A call center is one of the interaction centers made up of software, hardware, human resources, and processes where information is exchanged with the individuals or organizations they are in contact with. Call centers are facilities that offer general services, including information lines, customer relations, reservation centers, and help desks. Call centers are places where a lot of incoming and outgoing calls are made.

Call centers, which recently underwent a structural transformation, are able to manage communication channels including email, fax, sms, and online chat in addition to taking phone calls. As a result, these centers are often referred to as customer interaction centers, customer interaction platforms, and customer interaction centers. Despite this, the word “call center,” which has a high degree of linguistic embedding, will continue to be used to refer to all of the communication channels already in use or yet to be invented.

Call Center Solutions through CRM Media

Call centers provide companies a variety of advantages. Here are a few of them that we can name:

  • The company’s operating expenditures are reduced.
  • Customers may receive services from a single location.
  • The information collected can be stored in a repository.
  • Handling client requests, complaints, or information in a quick and straightforward manner.
  • A valuable asset to the sales and marketing teams.
  • A center that receives consumer requests 24 hours a day, seven days a week.
  • Client recognition increases customer loyalty.


Initially, information about the projects and products to be supplied is gathered from the firm, and then the training process begins. Following that, direct interactions with consumers are initiated in accordance with such details.



With our CRM and switchboard infrastructure, the incoming form is automatically addressed within 3-5 minutes, and all conversation details are stored in the system. The call center makes calls until the incoming forms are filled, and the number of such calls may be reported. The conversation is audio-recorded so that an evaluation may be conducted by determining whether the call is in accordance with KPIs and whether the campaign content is convincing.



We report all of our calls as CRM Medya. When customers specify that they will visit the sales office, we follow up until the deal is completed and then pass it to the sales consultants. The data that does not produce a negative result and does not result in an appointment is called again at regular intervals, and we follow the procedure to attract consumers to the sales offices based on the sales potential.

Frequently Asked Questions about Call Centers 

We wanted to address some of your concerns before you commence work with CRM Medya. We have collated commonly asked questions from our customers for you to avoid making incorrect judgments during the Call Center service procedure.

  • What's the difference between a contact center and a call center?

    Such a difference is superfluous. These two terms denote the same thing. Because Contact Center is an earlier and more recognized term, it is often used interchangeably with Call Center in everday life. Given that the term Call no longer refers only to a phone call, the name Call Center is more accurate in terms of eliminating misunderstanding.

  • What hours should a call center be open?

    CRM Medya is open from 9:00 a.m. to 23:00 p.m. every day of the week. On request, we can provide 724 call center service.

  • Are there any legal challenges for recording calls at call centers?

    There is no drawback if the information that the call will be recorded is communicated at the commencement of the conversation and the required permissions and marketing are obtained.

  • Should I retain audio records of my call center's calls?

    Call voice recording systems are one of the most essential components in a call center and are used for a variety of purposes. For example, since call centers are the departments where customers have the most interaction, voice recordings, which are frequently used to address disputes that may develop throughout such  encounters, might serve as the foundation for various corporate decisions. Furthermore, recorded conversations may be used in a diverse range of approaches to instruct operators. Moreover, the recorded talks are subjected to particular criteria that impact the operators’ rewarding methods, and by enabling their owners to listen to the recorded conversations, operators may analyze their own conversations, train themselves, and guide their performance.

  • What should the call center application success criterion be?

    Call center success criteria should be developed in such a way that they reflect the attributes described in SMART. In conclusion, success criteria should be S – (Specific) M –  Measurable, A – Attainable R – (Realistic) T – Rational (Time limited) as there is a time restriction. The call center and the internal/external client should agree on success criteria. Given that quality comes at a cost, reasonable and attainable success criteria that maximize quality and cost should be established rather than requiring the best quality at the lowest cost. Aside from them, critical success metrics should be set daily, weekly, and monthly and audited in accordance with the applicable standards.

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