A call center is a centralized office — or facility — that is equipped to handle large amounts of customer telephone requests for an organization. A call center handles all telephone communications with new and existing customers. All call centers facility provides ample workspace for a large number of employees, typically referred to as “call agents,” to administer telephone-based communications with customers.

Centre d'appel Call Center

Call centers can handle inbound and outbound calls, although some may specialize in one or the other. An inbound call center handles calls from current or potential customers about product or service support, complaints, account management, or information inquiries. An outbound call center makes calls on behalf of a company or client for telemarketing, lead generation, emergency notifications, and debt collection. It is possible for call centers to be both inbound and outbound.

CALL CENTER  HAVE EVOLVED traditionally, the call center has been positioned solely as a sales and voice service center only. The call centers were the focus for solving customer problems and were focused on improving first-call resolution, minimizing downtime, and improving scripts.

Fast-moving to a new decade, and progressive companies realize that these customer connection points can be maximized by focusing on the customer experience.

In the new engagement call center model, leading companies interact with their customers everywhere and at the same time as they get closer (by phone, email, chat, SMS) and in their daily lives.

Avengering IT Next Generation CONNECTING WITH THE CLIENT OF THE NEXT GENERATION To develop a truly effective engagement call center, communications must flow in both directions and customer confidence must be measured using multiple touchpoints, including social networks such as then Facebook and Twitter.

More information

More information


Aside from inbound and outbound call centers, further classifications include:

  • In-house: The company owns and operates the call center. Agents are hired by the company.
  • Outsourced: The company hires a third party to handle calls on its behalf. Large organizations typically do this to be cost-effective. Costs are reduced by removing the time and effort it takes to hire and train agents and the funds it takes to buy and update call center technology.
  • Offshore: The company outsources its call center operations to an organization located in another country. This is done to save money on agent wages and provide service 24/7. Customers typically do not prefer an offshore call center because of difficulty in understanding the agent and a lack of knowledge about the company or product.
  • Virtual: The company pays a monthly or annual fee to a vendor that hosts the call center telephony and data equipment in their own cloud-based facility. Agents are geographically dispersed in smaller groupings or in their own homes.


How we design the Call Center

Determine the model that will be used for the call centers, i.e., a customer-centric or product-centric approach.

 Develop a Customer Access Strategy that includes:

  1. Customer profiling: who are the customers? What are their needs? How can those needs be best served?
  2. Customer Communication: how will the MFSP communicate with its customers?
  3. Query Types: what types and categories of questions are anticipated?
  4. Access Channels: what other channels will be available to address customer issues? Web, kiosks, mobile, SMS, retail agents?
  5. Service Level Objectives: what resources will be required such as people, technology, and databases?
  6. Organizational processes: what types of organizational practices should be established?

 Establish costs for call center:

A small charge is recommended to reduce nonsense calls and provide an incentive for customers to use other low-cost alternatives, such as their handset, to obtain a balance

How we build the Call Centers:

Estimate call volumes and call volume ramp up over initial months of operation

Establish call center hours of operation

Estimate call center size and staffing requirements by using a call center calculator

Model the organizational structure of the call center, for now, and in the future

Map layout of call centers, including furniture requirements

Obtain appropriate hardware and software to enhance call center capabilities

Perform user acceptance testing

Create a disaster recovery plan

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