call center

Thân thiện

A customer service representative answers a call at a call center.

Definition

1. Noun:
   • A centralized office or facility specifically equipped and staffed to manage a high volume of incoming and outgoing telephone communications, typically for purposes such as customer service, technical support, telemarketing, or order processing.

Usage

• The term "call center" refers to the physical or virtual location where agents handle telephone-based interactions.
• It is used to describe a key operational unit in many businesses for managing customer relations and communications.

Examples

• Noun:
  • She works in a call center, answering customer questions all day.
  • The company outsourced its technical support to an overseas call center.
  • Modern call centers use sophisticated software to route calls efficiently.

Advanced Usage

• "to operate a call center": to manage and run such a facility.
  • The corporation operates a massive call center in the city.
• "call center agent": an individual who works in a call center (Note: This is a compound term listed separately as a variant).
• "virtual call center": a model where agents work remotely from different locations, connected via technology.
  • The shift to a virtual call center model allowed for greater flexibility.

Variants and Related Words

• Call centre (noun): The British English spelling variant.
• Contact center (noun): A modern term that expands the concept to include customer interactions across multiple channels like email, chat, and social media, not just telephones.
• Call center agent (noun): An employee who handles calls in a call center.
• Call center software (noun): The technology platforms used to manage call routing, agent performance, and customer data.

Synonyms

• Customer service center: Emphasizes the service and support function.
• Help desk: Often used for internal technical support, but can be similar in function.
• Telephone answering service: A service that answers calls on behalf of a business.

Related Phrases

• To be on a call: To be engaged in a telephone conversation, typically used in the context of call center work.
  • All agents are currently on a call.
• To handle a call: To manage and respond to an incoming telephone inquiry.
  • Her job is to handle calls from dissatisfied customers.

Học thuật

Noun

1. a center equipped to handle a large volume of telephone calls (especially for taking orders or serving customers)

Từ đồng nghĩa

• call centre