Call centre
From The Art and Popular Culture Encyclopedia
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A call centre (Commonwealth spelling) or call center (American spelling; see spelling differences) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by telephone. An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. Outbound call centres are usually operated for sales purposes such as telemarketing, for solicitation of charitable or political donations, debt collection, market research, emergency notifications, and urgent/critical needs blood banks. A contact centre is a further extension to call centres telephony based capabilities, administers centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and email.
See also
- Automatic call distributor
- Business process outsourcing
- Call management
- List of call centre companies
- Predictive dialling
- Operator messaging
- Queue management system
- Skills based routing
- Virtual queue
- The Call Centre, a BBC fly-on-the-wall documentary at a Welsh call centre
