Business, Call Center

Call Center Business definition

A call center business describes a company that provides a variety of telemarketing services. A few examples include customer service, sales, and tech support. Businesses with a large number of customers who they may need to communicate with regularly often contract a call center business to handle their inbound and outbound calls. For example, an internet service provider may contract a call center to take tech support calls while a wireless communication provider may use a call center to take customer service calls. Call center businesses are equipped with the staff, knowledge, and resources needed for a telemarketing operation. They rely on tools that help agents manage customer interactions, track and gather customer data, and analyze call center performance. 

There are two ways call centers primarily operate. They can function as an inbound call center, which takes calls from customers on behalf of a company. ACDs (Automatic Call Distributors) within the call center work to route customers to the next available agent or to an IVR (Integrated Voice Response) system.  Call centers can also function as an outbound call center. In this scenario, agents make outbound calls on behalf of a company. This could be for sales, surveys, debt collection, fundraising, or other outreach initiatives. Automated dialers can help maximize outbound call center productivity by making several calls at once and then connecting a live agent once someone answers. Outbound calls can also be set up to route customers to an IVR system when they answer. Many call centers offer both inbound and outbound solutions. 

More Free Call Center Resources

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Should You Outsource Your Call Center Services? – LiveVox

Most businesses will choose to outsource call center services for convenience and expediency. Outsourcing means you won’t have to invest in the infrastructure, hiring, and training required to maintain contact center operations. Outsourcing also affords the ability to service customers around the globe, so it’s an attractive strategy for many international businesses. There’s also the added bonus of entrusting seasoned specialists whose sole priority is customer service with handling your brand and customer experience reputation.

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About LiveVox

LiveVox (Nasdaq: LVOX) is a next generation contact center platform that powers more than 14 billion omnichannel interactions a year. By seamlessly unifying blended omnichannel communications, CRM, AI, and WEM capabilities, the Company’s technology delivers exceptional agent and customer experiences, while helping to mitigate compliance risk. With 20 years of cloud experience and expertise, LiveVox’s CCaaS 2.0 platform is at the forefront of cloud contact center innovation. The Company has more than 650 global employees and is headquartered in San Francisco, with offices in Atlanta; Columbus; Denver; St. Louis; Medellin, Colombia; and Bangalore, India. To stay up to date with everything LiveVox, follow us at @LiveVox or visit livevox.com.

To stay up to date with everything LiveVox, follow us at @LiveVox, visit www.livevox.com or call one of our specialists at (844) 207-6663.