By definition, a call center is a centralized place where call are answered.
However, call centers no longer handle solely calls, nor do they need to be centralized. Sometimes the label of “contact center” is used to reflect that other forms of communication (such as email and text chat) are also handled. Additionally, call centers can encompass multiple locations, working together on one integrated system. In fact, call center agents are even able to log in from their home and process calls remotely.
This book will give you some useful background about starting a call center, including providing a call center industry overview, answering call center FAQs (frequently asked questions), suggesting a call center action plan for implementation, and defining relevant call center terms.