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)
Stay up to date on the latest developments in Internet terminology with a free weekly newsletter from Webopedia. Join to subscribe now.
The following facts and statistics capture the changing landscape of cloud computing and how service providers and customers are keeping up with... Read More »SEO Dictionary
From keyword analysis to backlinks and Google search engine algorithm updates, our search engine optimization glossary lists 85 SEO terms you need... Read More »Texting & Chat Abbreviations
From A3 to ZZZ this guide lists 1,500 text message and online chat abbreviations to help you translate and understand today's texting lingo. Read More »
Java is a high-level programming language. This guide describes the basics of Java, providing an overview of syntax, variables, data types and... Read More »Java Basics, Part 2
This second Study Guide describes the basics of Java, providing an overview of operators, modifiers and control Structures. Read More »Network Fundamentals Study Guide
Networking fundamentals teaches the building blocks of modern network design. Learn different types of networks, concepts, architecture and... Read More »