Call centers as its name suggest is a center to receive and make calls. It acts as a hubwhere each call is processed and handled carefully. Call centers provide a range of services to organizations and customers, for example, handling orders, complaints, providing technical support to customers, etc. The use of call centers is increasing as businesses expand and their products and services become more complex.

Call center uses many technologies to connect customer and the business, to provide better customer service. Nowadays, the call center provides many services like pre-sales, sales, and customers support, as well as many other services. Nowadays, the terms “call center” and “contact center” are used interchangeably, but the fact is that they differ. 

Through centralized office workers can be controlled and managed by a very small team of managers and support staff. Not only this, but managers are also supported with the latest computer technology that manages and monitors the performance and activities of the agents. This comes under personnel management and plays a vital role.

Call center uses many technologies which help them in proper functioning. There are many telecommunications and computer technologies like automatic call distribution (ACD), interactive voice response (IVR), computer telephony integration (CTI). These features offer many benefits to owners of all center. Now, the latest technology in the call center world is “virtual” call centers, also known as hosted or cloud-based call centers.

Call Centers can be classified on the basis of location, nature of call, ownership, technology, and type of service offered. Call Centers can be classified as Voice-based or Web-based call centers based on access media used.

In a voice-based call center telephone network (PSTN) is used, whereas in the case of a web-based call center the calls will will be processed using the Internet. The concept of call centers is nowgiving way to “contact centers”.

India’s call center industry accounts for a quarter of all software and services exports from the country and Indian call centers employ 350,000 professionals in 2015, and this number grows every year. (Source- Nasscom)