“Most of us who have ordered goods, products or services from a mail order company, made flight reservations or arranged insurance coverage for a car or home, have contacted or been contacted by a “call center”. But what is a call center really? How does it work, when do you need it as a company and what does it do? Who works there and what skills are required? to work there?
This basic document will try to go through all these questions and explain to you the basic principles of operation of call and contact centers, still sometimes called customer relationship centers.”