What is a Call Center?

Work From Home Call Center Jobs

What Is a Call Center?

A call center is an office that fields incoming and outgoing customer phone calls. They're operated by phone representatives who manage each call and keep track of open cases and transactions. To keep their teams organized, these offices use call center software to distribute inquiries and interact with customers all over the world.  

In customer service, call centers can be proactive or reactive. This means that they can either reach out to customers with service offers, or they can act as traditional support and respond to incoming calls. Many companies now offer proactive customer services to create stronger relationships with customers and capitalize on timely opportunities to upsell and cross-sell. 

Additionally, call centers can be owned by the parent business or hired as a third-party provider. Depending on the organization's needs, both options provide pros and cons that influence the success of the customer service department. Third-party call center are more efficient, however, they may not be as familiar with the brand's product, service, or reputation. If you're looking for a job in a call center, be sure to clarify whether it's a third-party provider or owned by the parent company.

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