Define and describe a call center.

Question

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The Answer is A call center is a centralized office or facility used for receiving or transmitting a large volume of inquiries or requests by telephone. It is typically run by a company to administer incoming product or service support or information inquiries from consumers. Outgoing calls for telemarketing, clientele, and debt collection are also made. In addition to a call center, collective handling of letters, faxes, live chat, and emails at one location is known as a contact center.

A call center has one or more open workstations for call center agents, a voice and data path connecting the center to the customers, and one or more supervisory positions. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputers, and LANs. Increasingly, the voice and data pathways into the center are linked through a set of new technologies called computer telephony integration (CTI).

Call centers are used by online merchants, telemarketing companies, computer product help desks, mail-order organizations, polling services, charities, and any large organization that uses the telephone to sell or service products and services. They play a crucial role in maintaining customer relations and enhancing product/service value.

Define and Describe a Call Center