call center

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.

Getting started with call centers

To explore how a call center is used in the enterprise, here are some additional resources:

Call Center Manager Learning Guide: Browse a collection of call center management best practices and other resources.

Call Center Metrics: Get an overview of the top 10 call center metrics.

Chapter Download: Team building games for call center employees: Learn about three team building games and activities for call center employees.

Top 10 call center technology must-haves: Find out which call center technologies made the list and should be in your call center now.