Prepared By Akber Abbas (Sales Engineer, Five9 Inc.)
Introduction
Call Center is a centralized office used for the purpose of receiving and transmitting
a large volume of requests by telephone. A call center is operated by a company
to administer incoming product support or information inquiries from consumers.
Outgoing calls for telemarketing, clientele, and debt collection are also made.
In addition to a call center, collective handling of letters, faxes, and e-mails
at one location is known as a contact center.
A call center is often operated through an extensive open workspace, with work stations
that include a computer, a telephone set/headset connected to a telecom switch,
and one or more supervisor stations. It can be independently operated or networked
with additional centers, often linked to a corporate computer
network, including mainframes, microcomputers and LANs. Increasingly, the
voice and data pathways into the center are linked through a set of new technologies
called computer telephony
integration (CTI).