What is call center? - Definition from WhatIs.com

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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.

Related glossary terms: talking translator, Workforce optimization (WFO) software, knowledge base, Interactive Voice Response (IVR), click-to-callback, ANI (Automatic Number Identification), do not call list, callback messaging, call logging, help desk

This was last updated in March 2007

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Resources from around the Web
- The Call Center Magazine Web site is devoted to call center news.
- SearchCRM.com has information about the use of call centers in customer relationship management.

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