A phrase used to describe the practice of seeking resources — or subcontracting — outside of an organizational structure for all or part of a call center function. An organization might outsource its call center because it is cheaper to contract a third-party than it would be to build its own in-house call center facility and management team.
Read What is Call Center CRM Software? to learn more about the call center CRM systems these organizations may be using and discover top vendors.
See also call center.