A call center is a centralized department to which phone
calls from current and potential customers are directed. Call centers can
handle inbound and/or outbound calls, and be
located either within a company or outsourced to another company that
specializes in handling calls.
In other words, a call center may be
defined as, - a work environment in which the main business is mediated by
computer and telephone-based technologies that enable the efficient
distribution of incoming calls (or allocation of outgoing calls) to available
staff, and permit customer-employee interaction to occur simultaneously with
use of display screen equipment and the instant access to, and inputting of,
information. This includes parts of companies dedicated to this activity, as
well as the whole company.
Call
centers are an increasingly important part of today’s business world, employing
millions of agents across the globe and serving as a primary customer-facing
channel for firms in many different industries.
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