FAQs

A call center is a centralized department or office where people work to handle phone calls. These centers can be located all over the world, with varying numbers of call center agents. These agents, often referred to as ?agents,? are trained to perform various business tasks associated with phone calls and interactions with callers.

 Call centers provide a channel for communication via telephone and others. Some are located within organizations (?in-house?), while others handle phone calls and messages on behalf of different businesses as third-party companies. Call centers may specialize in outbound or inbound calls, or even perform both types of services.

 Outbound calls occur when a business initiates a call with a customer or client. For example, a cable company might call a customer who is late on their bill to request payment. Telemarketing is another common type of outbound calling. In these cases, the call center takes the initiative to reach out to the consumer.

 Inbound calls happen when a customer, client, or individual calls into an organization. Examples include calling a customer service department for help, placing an order after seeing a TV offer, or scheduling an appointment with a business. Inbound calls occur when the phone rings in the call center, initiating the conversation.

 Inbound call centers primarily answer phones without dialing them. Agents respond to calls as they are placed by consumers. These centers handle customer support, order taking, IT support, solving queries and answering questions for callers. Telemarketing is not part of the services provided by inbound call centers.

 The key difference lies in who initiates the call. Inbound centers respond to incoming calls, while outbound centers proactively make calls to customers or clients.