A call center is a group responsible for handling all incoming calls from customers. A large corporation who receives a large volume of incoming calls typically uses a call center. Customer service is another term for a call center. Call centers may be called contact centers as well. In a contact center, emails and letters may be handled in addition to phone calls. Many times, a call center will utilize online chat to interact with customers as well.
A person who works in a call center is generally called an agent. A call center agent will wear a headset to keep their hands free to perform other tasks. A headset also protects the neck from injury caused by cradling a phone all day. Call center agents will usually be placed in a cubicle with their own computer to use in addition to the phone. Good computer skills are a must as details of each call are usually required to be entered into the system. A call center agent reports to a supervisor who will give periodic performance reviews to help strengthen their customer service skills. Calls may also be monitored and recorded to ensure quality or for review in the case of a complaint.
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