Definition

A call center is a centralized facility that handles an organization's incoming or outgoing telephone calls. These calls are often associated with providing customer support and services. Call centers can handle a wide range of customer interactions, including answering questions, resolving issues, taking orders, and providing information.

Applications

Call centers are used in a wide variety of industries:

• Customer Service: Answering customer inquiries, handling complaints, providing technical support.
• Sales: Actively selling products or services, acquiring new customers.
• Market Research: Conducting surveys and polls.
• Appointment Scheduling: Booking appointments for service or consultation.
• Collections: Collecting overdue payments.

Types of Call Centers

There are different types of call centers, which vary in their focus and activities:

• Inbound Call Centers: These call centers focus on handling incoming calls from customers.
• Outbound Call Centers: These call centers make outbound calls to customers, for example, for sales campaigns or market research purposes.
• Blended Call Centers: These call centers combine both inbound and outbound activities.
• In-house Call Centers: The call center is integrated directly into the company.
• Outsourced Call Centers: Call center services are outsourced to external providers.