Contact Center

A contact center (or call center) is an umbrella term that refers to reservations centers, help desks, information lines or customer service centers, regardless of how they are organized or what types of transactions they handle. In its most sophisticated form, the term refers to a voice operations environment that provides a full range of high-volume, inbound or outbound call-handling services, including customer support, operator services, directory assistance, multilingual customer support, credit services, card services, inbound and outbound telemarketing, interactive voice response and web-based services. The term call center can be misleading, as the transactions may be more involved than simple 'calls,' and a 'center' may not accurately represent the potentially complex, multi-site environment.