Call Center
What is Call Center?
An office set up to handle a large volume of phone calls, especially for taking orders and providing customer service, support and customer care.
A call center is built around voice. Agents answer inbound calls from customers or place outbound calls, and the operation is organized around queues, routing rules, staffing schedules and service levels. Common measures include how quickly calls are answered, how many callers abandon before reaching someone, average handle time and whether the issue was resolved on the first call.
Many organizations still use the term, but most operations now handle email, chat, SMS and social messages too, which is why “contact center” has become the broader label. The distinction matters when choosing technology: a voice-only setup can leave digital conversations in separate tools with no shared history. Buyers modernizing a call center usually look for a single agent workspace and a common view of customer interactions across every channel.
Related: Contact Center, Call Center Software, Multichannel Contact Center, Totalix.