Today, customers contact companies by calling, emailing, chatting online, visiting websites, faxing and even instant messaging. A contact center is a centralized office used for reception and transmission of large volumes of requests by telephone. Inbound Contact centers deal with product support and customer enquiries. Outbound contact centers deal with telemarketing of products and/or services. In addition these contact centers collectively handles letters, faxes, live chat, and e-mails.
A contact center is often operated through an extensive open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. Most major businesses use contact centers to interact with customers.
A contact centre, also known as customer interaction center. Through contact centers, valuable information about company are forwarded to the appropriate department or staff.