A center equipped to handle a large volume of telephone calls. These calls could be the calls coming in from customers for service or support or these could be the calls that call center executives make to the customers for marketing.
There are mainly two types of call centers –
a.) Inbound call centers – Inbound call centers are those which receive support or service calls from customers usually on a toll free number. For e.g. when you call up a bank to check the status of your request for credit card, it is an inbound call.
b.) Outbound call centers – Outbound call centers are those in which the call center executives make calls to the customers. These calls are usually made to generate the leads or sales. For e.g. when you receive a call from a bank offering you a personal loan, it is an outbound call.
There are mainly four reasons for a company to outsource its call center:
a.) Cost saving
b.) Focus on core activities
c.) Access to special enterprise which has expertise in the domain.
d.) Other resource related reasons like relieving resource constraints, reducing staff.
Call center is a subset of BPO.