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A call center is an office where a company's inbound calls
are received, or outbound calls are made. Call centers are
increasingly popular in today's society, where many
companized have centralized customer service and support
functions. Call centers employ many staff in customer
service, sales and support functions.
Call centers are often large offices staffed with
representatives who either make or receive phone calls.
Depending on the size of the call center, a single office
could have anywhere from a few dozen to hundreds of
telephone staff. Depending on the needs of the company, call
centers can make either incoming or outgoing calls. Some
call centers focus on answering inbound calls, such as a
bank that gives out a toll-free number for customers needing
assistance. In that case, call center representatives can
give account balances and take loan applications over the
phone. Other call centers focus on outbound calls, such as a
survey company. In that case, survey representatives make
outbound calls to ask people to answer survey questions over
the phone.
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