Introduction to Call Center Information

A call center is a central place where customer and other telephone calls are handled by an organization, usually with some amount of computer automation.

A call center is typically defined as an operation where more than one person is responding to contacts and also where customer interaction can be handled by anyone within a group. In other words, the call requires a capability and not a specific individual to handle it.

There is no disputing that call center technology has a tremendous impact on the conduct of business in the world today. Call centers for selling goods and services, as well as call centers for providing customer care, are a familiar part of the business life of virtually every person in the United States, and increasingly in the rest of the world.

The call center industry is a huge segment of the economy by any standard. With reports suggesting that 70% of business transactions now occur over the telephone, the call center/contact center industry is huge and growing.

According to some estimates, up to 7 million Americans work in 70,000 or more call centers, with an annual growth rate as high as 20%.