A call center is a centralized office used for receiving or transmitting a large volume of requests by telephone. An inbound call center is operated for receiving incoming product support or information inquiries from consumers, while the outbound call centers are operated for telemarketing, donations, debt collection, and market research. e-Business Developers in partnership with Nivitech are now packaging together solutions that benefit SMEs in Rwanda with services that will range from handling communications, live support, social media, instant messages, and e-mail services.

A call center is a centralized office used for receiving or transmitting a large volume of requests by telephone. An inbound call center is operated for receiving incoming product support or information inquiries from consumers, while the outbound call centers are operated for telemarketing, donations, debt collection, and market research. e-Business Developers in partnership with Nivitech are now packaging together solutions that benefit SMEs in Rwanda with services that will range from handling communications, live support, social media, instant messages, and e-mail services.

A call center has an open workspace for the agents to do their work using state of the art workstations connected to a telecom switch, and one or more supervisor stations to monitor and manage the calls. It can be independently operated or networked with additional centers, often linked to a corporate network, with the voice and data pathways linked through telephony integration. The agents are able to manage customers and share valuable company information about the company, track the contacts, and gather relevant data that can be used to make valuable decisions. SMEs are now able to tap into the power of the call centers at more affordable costs than ever before; this not only improves the customer relationships, but also increases the productivity of the SMEs, and ultimately increases the profitability.