Definition

call center

This definition is part of our Essential Guide: A guide to call center metrics

A call center is a physical place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation. Typically, a call center has the ability to handle a considerable volume of calls at the same time, to screen calls and forward them to someone qualified to handle them, and to log calls. Call centers are used by mail-order catalog organizations, telemarketing companies, computer product help desks, and any large organization that uses the telephone to sell or service products and services. Two related terms are virtual call center and contact center

 

This was last updated in March 2007

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A call centre or call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone.

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A call center may handle either inbound or outbound calls exclusively or might deal with a combination of the two. Although calls may be made from employees rather than customers.
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