![]() The majority of large companies use contact centers as a means of managing their customer interactions. It is generally a part of the company's customer relationship management infrastructure. ![]() Through contact centers, valuable information can be routed to the appropriate people or systems, contacts can be tracked and data may be gathered. The contact center is a central point from which all customer contacts are managed. It can be independently operated or networked with additional centers, often linked to a corporate computer network, including mainframes, microcomputer/servers and LANs. Ī call center was previously seen to be an open workspace for call center agents, with workstations that include a computer and display for each agent and connected to an inbound/outbound call management system, and one or more supervisor stations. 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. ![]() 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. ![]() An inbound call centre is operated by a company to administer incoming product or service support or information enquiries from consumers. A 1970 police call centre in Brierley Hill, EnglandĪ 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. ![]()
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