call centercall center
(plural call centers)
- A business location where a person can call for such things as customer service, to place an order, etc.
- A business location where large numbers of telemarketing calls are placed.
call center - Computer Definition
A central office staffed by agents dedicated to handling large volumes of customer contacts by telephone. Call centers generally focus on processing incoming calls, but may handle outgoing calls, as well. Incoming calls generally are processed by a standalone automatic call distributor (ACD), although a small call center might make use of a PBX with ACD software or perhaps more primitive uniform call distributor (UCD) software. A call center that handles both incoming and outgoing calls generally does so through the use of a predictive dialer that facilitates call blending. Call centers increasingly are located offshore, in consideration of lower labor costs. Call centers also increasingly are virtual in nature, as ISDN and especially IP networks have enabled agents to telework, i.e., work from home. See also ACD, call blending, IP, ISDN, PBX, predictive dialer, and UCD.
A department within a company or a third-party organization that handles telephone sales and/or service. Inbound call centers, which take calls from the outside, use automatic call distributors (ACDs) to route calls to the appropriate agent. Outbound call centers use "predictive dialers," which make calls from a list, but ensure that a person has answered before switching the call to the next available agent (see predictive dialer). See ACD, cyberagent, CSR, zip tone, Web callback, cherrypicking, virtual call center, blended call center, Web-enabled call center, live contact overload, call center in a box, agent turnover and call center overflow.