A call centre is a centralised office used to receive or transmit large volumes of enquiries over the telephone. The Inbound Call Center is operated by the Company to manage inbound support for products, services or informational inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection, market research, emergency notifications, and blood banks for urgent/critical needs.
The call center shall have an open work area for call center agents with workstations that include a computer and display for each agent and are connected to the inbound/outbound call management system, and one or more monitoring stations. It can be operated independently or connected to other centres, often linked to a corporate computer network.