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Call Center

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Definition:

A "Call Center" is a service-delivery center that answers and routes incoming calls from the client firm, customers of the client firm, and/or potential customers of the client firm. A typical example is the "help line" for a computer company, that routes customers' calls to an outsourced center.

An outsourced call center may be completely human operated, or it may be a hybrid of human operators and computer-based phone routing. Phone routing may use older "keypad" technology (press "1" for sales, press "2" for customer support," press "3"...), or it may use more recent voice recognition technology ("If you want to speak to an operator, say 'operator'".)

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