Call centre

A call center or call center is a centralized office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call center is operated by a company to manage product support or input of information requests from consumers. Outgoing calls for telemarketing, clientele, product services, and debt collection are also made. In addition to a call center, group management letters, faxes, live chat and e-mails in one place is known as a contact center.


A contact center, also known as a center for customer interaction is a central point of any organization of which all customer contacts are handled. Through contact centers, valuable information about the company are directed to the appropriate people, contacts to follow up and data to be collected. It is generally a part of the management of relationships with the client company (CRM). Today, customers of the companies contacted by telephone, email, online chat, Web sites, send faxes and even instant messaging.

call center is often operated through an extensive open workspace for call center agents, with workstations 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 operated independently or networked with other centers, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data paths in the center are linked through a set of new technologies called computer telephony integration (CTI).

Most major businesses use call centers to interact with their customers. Examples include utility companies, for retail mail catalog, and customer support for software and hardware. Some businesses even service internal functions through call centers. Examples include support services, financial support for retail, and sales support.