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)
Does this sound familiar? An online service promises to help your small business cut costs, increase productivity, make your coffee and walk your... Read More »Who's Moving Ahead in Cloud Computing?
The future remains, well, cloudy. But either way: Amazon, look out. Microsoft is gaining fast. Read More »We Can't Give Up on Privacy!
Even new and emerging technologies that can make our lives easier, safer and healthier can jeopardize our privacy. Read More »
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 »How to Create a Desktop Shortcut to a Website
This Webopedia guide will show you how to create a desktop shortcut to a website using Firefox, Chrome or Internet Explorer (IE). Read More »Flash Data Storage Vendor Trends
Although it is almost impossible to keep up with the pace of ongoing product releases, here are three recent highlights in the flash data storage... Read More »
Stay up to date on the latest developments in Internet terminology with a free weekly newsletter from Webopedia. Join to subscribe now.
- Watch Datamation's editor James Maguire moderate roundtable discussions with tech experts from companies such as Accenture, Dell, Blue Jeans Network, Microsoft and more »