call center


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call center

A department within a company or a third-party organization that handles telephone sales and/or service. Inbound call centers, which take calls from the outside, use automatic call distributors (ACDs) to route calls to the appropriate agent.

Outbound call centers use "predictive dialers," which make calls from a list, but ensure that a person has answered before switching the call to the next available agent (see predictive dialer). See ACD, cyberagent, CSR, zip tone, Web callback, cherrypicking, virtual call center, blended call center, Web-enabled call center, live contact overload, call center in a box, agent turnover and call center overflow.
References in periodicals archive ?
companies to identify the location of the call center and allow the customer to be transferred to a call center located in the U.S., if asked.
He further added, "Our contact center solution was already meeting the requirement of the Philippines call centers. Thus, we didn't need to make any major changes in the functionality.
By outsourcing call center functions to Caleris, companies can reduce their costs on this business service and focus on core activities, setting the stage for more growth.
The call centers take calls from workers around the state to secure and process unemployment benefits.
"OnBrand24 has surpassed 400 employees and we now have three outsourced call center services facilities, in Beverly, Savannah and Portsmouth, NH," said Mark Fichera, CEO and Owner of OnBrand24.
Among its more recent new offers is the Leader's Choice program, a packaged end-to-end solution for which it can manage all or a customer's existing call centers, or provide and manage call centers for the customer via its own and partner resources.
When asked about the telcos and their role in the call center jobs discussion, Bishop indicated the bill is not about calling out any particular company or industry, but rather about keeping jobs at home and discouraging offshoring.
Spoken Communications, founded in 2005 and incorporated as Intellisist[R], Inc., is a leading provider of proprietary speech recognition technologies for call centers and hosted virtual call center systems.
RMK, with 21 communities and 8,000 apartments units, employs a third-party call center company.
The Call Center, which offers services to online customers of Dubai World subsidiary companies such as DP World, Economic Zones World (EZW) and Dubai Multi Commodities Center (DMCC), in addition to Dubai Customs, earlier used to work from 7:00am till 11:00pm six days a week.
With this integration, LiveOps On-Demand Call Center Platform offers a highly flexible, enterprise-grade CTI solution that works seamlessly with the Salesforce Call Center application.
The number of people working at Caribbean call centers has increased from 11,300 in 2002 to a current 55,000, with an annual economic impact of US$2.5 billion, says Philip Peters, CEO Coral Gables, Fla-based Zagada Markets, which surveys the call center industry worldwide.