What is a Call centre or Contact Centre?

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A typical Call Centres or contact centre in the modern concept is a service centre, which has adequate telecom facilities, trained consultants, and access to a wide database, internet and other on-line information support infrastructure to provide information and support to a customer group. It operates to provide 24 hours a day, 7 days a week, 52 weeks a year service to clients.

Different Types of Centres


Inbound centres are setup to receive rather than to make calls. Inbound call centres typically provide inbound customer support, take orders, process payments, verification services, respond queries and provide help desk facilities and many other services.


Services that consist of calls made by a company representative to customers are termed outbound centres. Outbound call centre calls are primarily telemarketing calls. Sales outsourcing, Telemarketing Services, Lead Generation/ Qualification, Appointment Scheduling, Setting Services, Prospecting, Promoting New Services or Products, Credit Management, Verification Services, Market Research, Customer Satisfaction Surveys, payment reminder, regular customer contact and many other services are provided from outbound call centres.


The second generation outsourcing sector has given a new dimension to the industry. More and more companies now rely on outsourced solutions because of the enhanced ability and growing skills of centre staff and the concept of Contact Centre has evolved. In addition to inbound and outbound calls they also provide many other types of support to customers with its multi channel communication and support systems including e-mails, letters, fax and SMS.

Advancements in telecommunications and a development of the global communications infrastructure have accelerated the concept of outsourcing.

This coupled with improving literacy rates in the developing world, allows the prospect of english staff in a non-english speaking country who possess much cheaper labor.

The growth in Call Centre outsourcing may mature due to negative publicity in the outsourcing countries and a rise in labour costs.

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