Callcenter

Call center, also spelled callcenter, is a centralized office or facility used for receiving or transmitting a large volume of telephone calls for customer service, support, sales, or collections. In many modern contexts the term has broadened to 'contact center,' which also handles non-voice channels such as email, chat, social media, and messaging apps. Centers can be operated in-house or outsourced to business process providers (BPOs) and may be located on-site or operate remotely through cloud platforms.

Core functions include inbound services (technical support, order processing, help desk) and outbound services (telemarketing, collections, appointment setting), as well as blended operations that mix both. The objective is to resolve customer needs efficiently while maintaining service quality. Multi-channel or omnichannel architectures enable customers to switch channels with context preserved across interactions.

Key technologies include automatic call distribution (ACD) to route calls to available agents, interactive voice response (IVR) for self-service, and computer-telephony integration (CTI) to link telephony with computer systems. Agents access customer data through CRM systems, knowledge bases, and integrated telephony. Workforce management, quality assurance, and analytics support staffing, training, and performance monitoring.

Common performance metrics include service level (the percentage answered within a target time), average handle time (AHT), first call resolution (FCR), abandonment rate, and customer satisfaction scores. Scheduling, forecasting, and adherence management are used to align staffing with demand. Compliance and data security are important considerations, particularly for handling personal or payment information.

Trends in the industry include a shift to cloud-based call centers, AI-powered routing and automation, speech analytics, and expanded use of chatbots and self-service. Remote or hybrid agent models and evolving privacy regulations shape operations and workforce practices.