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 ?
While other Ontario business schools are offering similar programs, Rondeau says Northern College's call centre service representative program is unique because the curriculum has been formatted to reflect the needs identified by the call centre industry.
We use multimedia (applications) and the students are able to simulate work in a call centre so that it's not just lecture or theorybased.
Suppliers selling products and services to the call centre industry.
Consultants advising clients on call centre strategy.
Peter Chidiac, Australia and New Zealand Country Manager for SpeechWorks International said the speech-enabled `virtual call centre attendant' understands 4,600 regional destinations in the computer's vocabulary.
Instead of building a bigger call centre and handling more and more traffic at a central location, the virtual call centre now distributes the calls to experts at local visitor centres without leaving callers waiting in a telephone queue or encountering several IVR prompts.
Together with Infonet's already acclaimed call centre service we've been able to provide a solution which is best-of-breed.
Added Arnold Bos, product manager Infonet Call Centre Service: "We've noted a clear paradigm shift recently in respect to pan-European call centre services.
Our assets lie in talented and motivated personnel, not in the hardware or software of the call centre itself.
Using VoIP, despite the call centre having three different locations, it is technologically centralised and connected via an ATM network.
Losco said there was strong growth in the call centre industry and Australia was well placed to capture new business in the Asia Pacific region.