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 ?
This year, unfortunately the call centre (in Timmins) isn't open yet, so placements aren't available at that call centre just yet.
She notes the program is not affiliated with the Timmins' new TeleTech call centre or any other customer interaction centre, and therefore graduates are not promised a position in any call centre at the conclusion of the program.
Call Centre Management requiring benchmarking data.
Suppliers selling products and services to the call centre industry.
With the increasing number of American-based companies establishing call centres in Canada, partnering with etalk's comprehensive quality management solutions and its large U.
The virtual call centre is operated by specialist call centre outsourcer, Telads of Perth, which developed the application in conjunction with computer telephony integrator, Telemanagement Australia, using SpeechWorks' natural language speech recognition software.
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.
For the customer, the consolidation of call centre operations will provide a single approach no matter which call centre takes the call, and also guarantees comparable service levels at all sites.
Together with Infonet's already acclaimed call centre service we've been able to provide a solution which is best-of-breed.
We definitely wanted to keep our call centre know-how and our highly skilled agents in-house.
Our assets lie in talented and motivated personnel, not in the hardware or software of the call centre itself.
Telstra is delighted to have played a major role in attracting Citibank's Call Centre business to Australia.