Webopedia on Google+Webopedia on TwitterWebopedia on FacebookTech Bytes Blog
Main » TERM » C »

call center

A call center is a centralized office -- or facility -- that is equipped to handle large amounts of customer telephone requests for an organization. A call center handles all telephone communications with new and existing customers.  A call center facility provides ample workspace for a large number of employees, typically referred to as "call agents," to administer telephone-based communications with customers.  

Call centers may also use a call center suite which includes tools for telephone switch functionality, intelligent routing, automatic call distribution, interactive voice response (IVR), outbound dialing, voice mail and other components.

Large organizations may choose to outsource its call center services, as a call center will be able to provide the systems and trained workforce to provide quality service to customers.

Types of customer call centers include:

  • inbound call center
  • outbound call center
  • customer service center (also called a contact center)






TECH RESOURCES FROM OUR PARTNERS
DID YOU KNOW?
It's Happening Now: Perceptual Computing is Real

Perceptual computing is the ability for a computer to recognize what is going on around it. More specifically, the computer can perceive the... Read More »

Apple Pay Promises to Strengthen Payment Security

Experts believe that Apple Pay and other competitive payment systems will be far more secure than cards, even cards equipped with EMV chips. Read More »

The Great Data Storage Debate: Is Tape Dead?

Tape clearly is on the decline. But remember, legacy systems can hang for a shockingly long time. Read More »

QUICK REFERENCE
Network Fundamentals Study Guide

A network is a group of two or more computer systems or devices, linked together to share resources, exchange files and electronic communications.... Read More »

Computer Architecture Study Guide

This Webopedia  study guide describes the different parts of a computer system and their relations. Read More »

Webopedia Polls

The trend for the past two years has been for shoppers to spend more online during the holiday season. How do you typically shop for holiday... Read More »