A call centre/call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. It can also be described as a service centre with sufficient telecom, internet facilities and wide collection of database, which provides voice based or web-based information and support to customers based in the country or aboard through trained personnel. Call centre can be seen in all sectors of business activities. The sectors where call centers can work are unlimited. Most major businesses use call centre to interact with their customers. Examples include utility companies, banking, utilities, manufacturing, security, market research, pharmaceuticals, catalogue sales, order desk, customer service, technical queries (help desk), emergency dispatch, credit collections, food service, airline/hotel reservations etc. Some businesses even service internal functions through call centre. Examples of this include help desks, retail financial support, and sales support.
Call centers are a recently introduced career options in Nepal. The career choices provided by call centre is one of the best option for freshers mostly college students (+2 & bachelors) who want to work in a big organization in a challanging environment, earn some money as well as study. The wide area of services provided by the call centres makes it a lucrative career with a range of opportunities. With the opening up of the Nepalese economy to the international business market and with effects of globalisation numerous companies from abroad are outsourcing their call centre services to Nepal. Serving minds, based in Thamel, link tree, based in Thaibu and Transcube international, based in Kamaladi are some of them.
If a call center deals only with the clients within the country they are called the domestic call center for example service provider of 197 and call center of Ncell. While the International call centers such as link tree and service minds mainly deal with clients from abroad i.e. US, Australia, Europe etc. As the number of english speaking population in Nepal is increasing rapidly, the scope of call centers in Nepal is also expanding accordingly. There are no definite educational qualifications needed in most of the call centers. However, some of the positions in call center require special certifications. A candidate with good communication skills, basic computer skills, fluent spoken english and good presence of mind can easily work in call centers. The candidates are to be good listener and excellent communicator with a fine keyboard skill. But the freshers have to take some trainings that comprises trainings on accent skill, interaction skill, call center terminology, telephone etiquette etc.