call center
Customer service facility
A call center is a centralized office where employees handle large volumes of telephone calls, typically for customer service, sales, or technical support.
The term often evokes images of rows of workers in headsets reading from scripts: I spent two hours on hold with the call center.
Many companies outsource call centers to regions with lower labor costs.
One who acts independently
- representativeOne who acts for another
- queueOrdered waiting line
- inquiryRequest for information
- complaintExpression of discontent
resolution · escalation · satisfaction · feedback · greeting · retention · loyalty · experience
One who acts independently
- operatorOne who works machinery
- supervisorOne who directs workers
- trainerOne who conditions others
- attritionGradual reduction through loss
shift · scheduling · absenteeism · occupancy · adherence · burnout · onboarding · coaching
Automated call routing system
- headsetWearable audio device
- dialerOne who places calls
- VoIPCalls over broadband
- PBXPrivate branch exchange
telephony · routing · softphone · omnichannel · SIP
Systematic fault diagnosis
- ticketingIssuing entry passes
- helpdeskTechnical assistance service
- diagnosticTest to identify problems
- FAQCommon queries document
Phone-based sales outreach
- prospectingSearching for mineral wealth
- leadsGoes in front
- conversionAct of changing states
- quotaFixed assigned amount
commission · pitch · script · upselling · cross-selling · closing · objections · CRM
Contracting work externally
- offshoringMoving work overseas
- nearshoringRelocating work to neighboring countries
- third-partyExternal, uninvolved entity
- vendorOne who sells goods
contract · workforce · scalability · Philippines · India · multilingual · transition · attrition
agent
One who acts independently
- representativeOne who acts for another
- queueOrdered waiting line
- inquiryRequest for information
complaint · resolution · escalation · satisfaction · feedback · greeting · retention · loyalty · experience · interaction
agent
One who acts independently
- operatorOne who works machinery
- supervisorOne who directs workers
- trainerOne who conditions others
attrition · shift · scheduling · absenteeism · occupancy · adherence · burnout · onboarding · coaching · graveyard-shift
IVR
Automated call routing system
troubleshooting
Systematic fault diagnosis
- ticketingIssuing entry passes
- helpdeskTechnical assistance service
- diagnosticTest to identify problems
telemarketing
Phone-based sales outreach
- prospectingSearching for mineral wealth
- leadsGoes in front
- conversionAct of changing states
quota · commission · pitch · script · upselling · cross-selling · closing · objections · CRM · pipeline
BPO
Contracting work externally
- offshoringMoving work overseas
- nearshoringRelocating work to neighboring countries
- third-partyExternal, uninvolved entity
vendor · contract · workforce · scalability · Philippines · India · multilingual · transition · attrition · compliance
- telephonytelephone, telephone network, dial tone, phone lines, dial
- service teamstech support, help desk, customer service, IT support, field service
- inquiriesquestion, query, request, help request, FAQ
- assistancehelp, help desk, aid, helpdesk, assistance
- customer servicecustomer service, service, apology, patience, callback
- telecomwireless, cellular, telecommunications, carriers, telephone
call centerface-to-face
Direct personal encounter
field service · home visit · branch office · in-person · brick-and-mortar
call centerchatbot
Conversational AI program
email support · FAQ page · automated system · knowledge base · text messaging
call centerlocal branch
Nearby satellite office
field office · sole proprietor · regional office · satellite office
call, center, calling, called, calls, caller, recalled, callable, call centers