A call center is a part of an organization that is created to receive or transmit large volumes of requests over the telephone. These centers are set up in either outsourced or outsourced. Outsourced call centers are commonly used to support products or request information for customers, and outsourced centers are typically used for telemarketing, market research, and customer surveys.
New generation of call centers
Communication Center is a new generation of call centers that, in addition to the telephone, also supports other media such as email, fax, SMS, online chat, website and voicemail.
The communication center can be defined as follows: A coordinated system of people, processes, technologies and strategies that provide access to information, resources and experts through appropriate communication channels for interaction. This interaction creates value for the customer and the organization. Most large companies and organizations use the communication center as a tool to manage their customer interactions.