customer service center
Also called a contact center, a customer service center is a type of call center that is equipped to handle large amounts of customer telephone requests for an organization — in addition to handling other customer communications — from a single facility.
While a call center mainly focuses on telephone communications, a customer service center will typically handle additional types of customer communications such as letters, e-mail, faxes, and live chat, in addition to telephone communications.
A customer service center is equipped to route communications to the correct employees within an organization and is further defined as a part of an organization’s overall CRM (customer relationship management) strategy.
See
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- inbound call center
A type of call center that is designed to receive a large volume of requests — or inbound calls — from customers by telephone. Inbound call centers typically handle telephone requests for product or technical support, account assistance, sales, subscription management, billing and other inquiries from consumers. See
- outbound call center
A type of call center that is designed to send a large volume of requests — or outbound calls — to customers by telephone. Outbound call centers typically handle telephone communications for sales, account upgrades, subscription offers, telephone marketing and debt collection. See
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