Call centers provide a wide range of services to support the customers of a business, including resolving disputes about orders, explaining the nature of bills, tracking shipments or restoring functionality to special accounts. They may also feature sales departments to help customers sign up for new services or technical support departments to troubleshoot technical problems.
Call centers allow a business's customers to contact a live representative in order to discuss a variety of matters relating to the company itself or its products. In many cases, customer support call centers resolve problems that stem from billing or service issues, such as cancelling recurring charges to an account or refunding an overage fee on a previous billing cycle. An agent obtains information from the customer, such as a name or account number, and references the information to make changes as necessary.
Call centers also handle complaints from customers regarding dissatisfaction with a product or service. For example, if the customer purchases a product that breaks, she may call the manufacturer's call center to report the poor quality product and request compensation for the negative experience. Some call centers also include departments that help the customers understand and solve problems with products, such as power and connectivity issues.