Kõnekeskust

Kõnekeskust, meaning "call center" in Estonian, refers to a facility where customer service and telemarketing operations are concentrated. These centers handle a large volume of incoming and outgoing telephone calls, as well as other forms of communication like email and live chat. The primary function of a kõnekeskus is to manage customer interactions, providing support, information, or sales-related services.

Kõnekeskused can be operated by businesses directly to serve their own customers, or they can be outsourced to third-party companies. They are often categorized as inbound, where agents receive calls from customers, or outbound, where agents initiate calls to customers for telemarketing, surveys, or follow-ups. Modern kõnekeskused also leverage technology such as interactive voice response (IVR) systems, automatic call distributors (ACDs), and customer relationship management (CRM) software to optimize operations and enhance customer experience. The efficiency and effectiveness of a kõnekeskus are typically measured by metrics like average handling time, customer satisfaction scores, and first call resolution rates.