How does a call center work?

A call center is a centralized office where agents handle inbound and outbound customer communications, typically via phone, email, chat, or social media. It operates using specialized software and telephony systems to manage high volumes of customer interactions efficiently.

Inbound call centers focus on customer support, inquiries, and issue resolution, while outbound call centers handle sales, telemarketing, and follow-ups. Many call centers use automation, AI-driven chatbots, and CRM tools to streamline processes and enhance customer experience. Businesses rely on call centers to improve customer satisfaction, boost sales, and provide 24/7 support.