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Yes, by definition, a call center is a centralized place where call
are answered.
However, call centers no longer handle solely
calls, nor do they need to be centralized. Sometimes the label of "contact
center" is
used to reflect that other forms of communication (such as email and
text chat) are also handled. Additionally, call centers can encompass
multiple locations, working together on one integrated system. In fact,
call center agents are even able to log in from their home and process
calls remotely.
The pages on this website will give you some useful background about
starting a call center, including providing an industry overview,
answering frequently asked questions (FAQs), suggesting an action plan
for implementation, defining relevant terms, and offering links to
relevant websites. |
