Also called a contact center, a customer service center is a type of call center that is equipped to handle large amounts of customer telephone requests for an organization — in addition to handling other customer communications — from a single facility.
While a call center mainly focuses on telephone communications, a customer service center will typically handle additional types of customer communications such as letters, e-mail, faxes, and live chat, in addition to telephone communications.
A customer service center is equipped to route communications to the correct employees within an organization and is further defined as a part of an organization s overall CRM (customer relationship management) strategy.
See Webopedia’s definition of call center for more information on this term.
