A call centre or call center is a centralised office used for the purpose of receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations and debt collection. In addition to a call centre, collective handling of letters, faxes, live chat, and e-mails at one location is known as a contact centre.
A call centre is operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration (CTI).
A contact centre, also known as customer interaction centre is a central point of any organization from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management (CRM). Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing, and even instant messaging.
Read more about Call Centre: Technology, Dynamics, Varieties, Criticism and Performance, Outsourced Bureau Contact Centres, Unionization, Standardisation, Mathematical Theory, Media Portrayals
Famous quotes containing the words call and/or centre:
“Old-fashioned determinism was what we may call hard determinism. It did not shrink from such words as fatality, bondage of the will, necessitation, and the like. Nowadays, we have a soft determinism which abhors harsh words, and, repudiating fatality, necessity, and even predetermination, says that its real name is freedom; for freedom is only necessity understood, and bondage to the highest is identical with true freedom.”
—William James (1842–1910)
“To live and die amongst foreigners may seem less absurd than to live persecuted or tortured by one’s fellow countrymen.... But to emigrate is always to dismantle the centre of the world, and so to move into a lost, disoriented one of fragments.”
—John Berger (b. 1926)