What is a call center?

A call center is a facility used for receiving or transmitting a large volume of questions, orders and inquiries. These are taken primarily by telephone, but today’s call centers have evolved into contact centers, allowing for communication by webchat, email, video chat and social media.

Inbound call centers administer incoming product support or information inquiries. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. In both cases, they employ call center agents to handle these customer contacts. Where most agents work within the same facility, some call centers also employ telecommuting agents who work from home through a computerized workstation.

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