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Call Center

A call center is a facility in which calls are answered and originated, typically between a company and a customer. Call centers assist customers with requests for new service activation and help with product features and services. A call center usually has many stations for call center agents that communicate with customers. When call agents assist customers, they are typically called customer service representatives (CSRs).

Call centers use telephone systems that usually include sophisticated automatic call distribution (ACD) systems and computer telephone integration (CTI) systems. ACD systems route the incoming calls to the correct (qualified) customer service representative (CSR). CTI systems link the telephone calls to the accounting databases to allow the CSR to see the account history (usually producing a "screen-pop" of information).

This figure shows a sample call center. This diagram shows that calls may be received or originated from the call center. The customer traditionally communicates with the call center by telephone. When a call is received by a call center, the user is typically provides with a list of options by an automated interactive voice response (IVR) unit. As the user selects from the list of options, an ACD system routes the call to a CSR station that is qualified to assist the customer (e.g. sales agent or technician). When the CSR agent answers the call, some of the customer's account information may become available on the CSR's computer screen ("screen pop"). The CSR will communicate with the customers and should make notes in the customer's account regarding the activity that progressed.

Call Center System Diagram

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