Capterra Glossary
Call Center
A call center is a group or department in which employees receive and make high volumes of telephone calls. Although many people associate call centers with telemarketing, that is not always the case. Businesses such as retail stores and insurance companies deal with a high level of incoming and outgoing calls, many concerning product questions from clients.
What Small and Midsize Businesses Need to Know About Call Center
Midsize to larger companies may have their own on-site call center, or they may outsource this service to a third party. Many small businesses simply have a staff member or two to take and place calls for the entire company.
Related Terms
- Customer Relationship Management (CRM)
- Go-to-Market (GTM) Strategy
- Customer Information File (CIF)
- Customer Experience
- Best-in-class
- RM (Relationship Manager)
- CSS (Customer Service and Support)
- Electronic Customer Relationship Management (e-CRM)
- Customer Experience Management (CXM)
- Best-of-breed
- Business Development Representative (BDR)