Call Center

A center may be a department or an office within which incoming and outgoing telephone and voice calls from new and existing customers are handled by a team of advisors or agents. An operation combining human, technical and physical resources to field inbound and/or place outbound phone calls. Call centers support a variety of various industries and functions, and infrequently handle contacts via channels beyond the phone, including email, chat, social media and SMS. Call centers deploy technological solutions and operational processes to distribute contacts to groups of name Specialists, often located in one or more locations.

A center may be a department within a corporation or a third-party organization that handles telephone sales and repair. Call centers use ACDs to route calls to the acceptable agent. A call center may be a physical location where calls are placed, or received, in high volume for the aim of sales, marketing, customer service, telemarketing, technical support or other specialized endeavors. Examples include reservation centers, catalog retailers, help desks, telemarketers and fundraisers. Call centers are generally founded as large rooms, with workstations that include a computer, an electronic equipment (or headset) hooked into an outsized telecom switch and one or more supervisor stations. At a minimum, then, a call center could be a facility where customer-service representatives handle high-volume phone traffic, whether inbound or outbound, using sophisticated telephone and technology