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<span>Technology</span> </div> </a> <button aria-controls="toc-Technology-sublist" class="cdx-button cdx-button--weight-quiet cdx-button--icon-only vector-toc-toggle"> <span class="vector-icon mw-ui-icon-wikimedia-expand"></span> <span>Toggle Technology subsection</span> </button> <ul id="toc-Technology-sublist" class="vector-toc-list"> <li id="toc-Premises-based_technology" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#Premises-based_technology"> <div class="vector-toc-text"> <span class="vector-toc-numb">2.1</span> <span>Premises-based technology</span> </div> </a> <ul id="toc-Premises-based_technology-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Virtual_call_centre" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#Virtual_call_centre"> <div class="vector-toc-text"> <span class="vector-toc-numb">2.2</span> <span>Virtual call centre</span> </div> </a> <ul id="toc-Virtual_call_centre-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Cloud_computing" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#Cloud_computing"> <div class="vector-toc-text"> <span class="vector-toc-numb">2.3</span> <span>Cloud computing</span> </div> </a> <ul id="toc-Cloud_computing-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Outsourcing" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#Outsourcing"> <div class="vector-toc-text"> <span class="vector-toc-numb">2.4</span> <span>Outsourcing</span> </div> </a> <ul id="toc-Outsourcing-sublist" class="vector-toc-list"> </ul> </li> </ul> </li> <li id="toc-Industries" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Industries"> <div class="vector-toc-text"> <span class="vector-toc-numb">3</span> <span>Industries</span> </div> </a> <button aria-controls="toc-Industries-sublist" class="cdx-button cdx-button--weight-quiet cdx-button--icon-only vector-toc-toggle"> <span class="vector-icon mw-ui-icon-wikimedia-expand"></span> <span>Toggle Industries subsection</span> </button> <ul id="toc-Industries-sublist" class="vector-toc-list"> <li id="toc-Healthcare" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#Healthcare"> <div class="vector-toc-text"> <span class="vector-toc-numb">3.1</span> <span>Healthcare</span> </div> </a> <ul id="toc-Healthcare-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Hospitality" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#Hospitality"> <div class="vector-toc-text"> <span class="vector-toc-numb">3.2</span> <span>Hospitality</span> </div> </a> <ul id="toc-Hospitality-sublist" class="vector-toc-list"> </ul> </li> </ul> </li> <li id="toc-Evaluation" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Evaluation"> <div class="vector-toc-text"> <span class="vector-toc-numb">4</span> <span>Evaluation</span> </div> </a> <button aria-controls="toc-Evaluation-sublist" class="cdx-button cdx-button--weight-quiet cdx-button--icon-only vector-toc-toggle"> <span class="vector-icon mw-ui-icon-wikimedia-expand"></span> <span>Toggle Evaluation subsection</span> </button> <ul id="toc-Evaluation-sublist" class="vector-toc-list"> <li id="toc-Mathematical_theory" class="vector-toc-list-item vector-toc-level-2"> <a class="vector-toc-link" href="#Mathematical_theory"> <div class="vector-toc-text"> <span class="vector-toc-numb">4.1</span> <span>Mathematical theory</span> </div> </a> <ul id="toc-Mathematical_theory-sublist" class="vector-toc-list"> </ul> </li> </ul> </li> <li id="toc-Criticism" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Criticism"> <div class="vector-toc-text"> <span class="vector-toc-numb">5</span> <span>Criticism</span> </div> </a> <ul id="toc-Criticism-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Media_portrayals" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Media_portrayals"> <div class="vector-toc-text"> <span class="vector-toc-numb">6</span> <span>Media portrayals</span> </div> </a> <ul id="toc-Media_portrayals-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Appointment_Setting" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Appointment_Setting"> <div class="vector-toc-text"> <span class="vector-toc-numb">7</span> <span>Appointment Setting</span> </div> </a> <ul id="toc-Appointment_Setting-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Lead_Generation" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Lead_Generation"> <div class="vector-toc-text"> <span class="vector-toc-numb">8</span> <span>Lead Generation</span> </div> </a> <ul id="toc-Lead_Generation-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-See_also" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#See_also"> <div class="vector-toc-text"> <span class="vector-toc-numb">9</span> <span>See also</span> </div> </a> <ul id="toc-See_also-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-References" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#References"> <div class="vector-toc-text"> <span class="vector-toc-numb">10</span> <span>References</span> </div> </a> <ul id="toc-References-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-Further_reading" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#Further_reading"> <div class="vector-toc-text"> <span class="vector-toc-numb">11</span> <span>Further reading</span> </div> </a> <ul id="toc-Further_reading-sublist" class="vector-toc-list"> </ul> </li> <li id="toc-External_links" class="vector-toc-list-item vector-toc-level-1 vector-toc-list-item-expanded"> <a class="vector-toc-link" href="#External_links"> <div class="vector-toc-text"> <span class="vector-toc-numb">12</span> <span>External links</span> </div> </a> <ul id="toc-External_links-sublist" class="vector-toc-list"> </ul> </li> </ul> </div> </div> </nav> </div> </div> <div class="mw-content-container"> <main id="content" class="mw-body"> <header class="mw-body-header vector-page-titlebar"> <nav aria-label="Contents" class="vector-toc-landmark"> <div id="vector-page-titlebar-toc" class="vector-dropdown vector-page-titlebar-toc vector-button-flush-left" > <input type="checkbox" id="vector-page-titlebar-toc-checkbox" role="button" aria-haspopup="true" data-event-name="ui.dropdown-vector-page-titlebar-toc" class="vector-dropdown-checkbox " aria-label="Toggle the table of contents" > <label id="vector-page-titlebar-toc-label" for="vector-page-titlebar-toc-checkbox" class="vector-dropdown-label cdx-button cdx-button--fake-button cdx-button--fake-button--enabled cdx-button--weight-quiet cdx-button--icon-only " aria-hidden="true" ><span class="vector-icon mw-ui-icon-listBullet mw-ui-icon-wikimedia-listBullet"></span> <span class="vector-dropdown-label-text">Toggle the table of contents</span> </label> <div class="vector-dropdown-content"> <div id="vector-page-titlebar-toc-unpinned-container" class="vector-unpinned-container"> </div> </div> </div> </nav> <h1 id="firstHeading" class="firstHeading mw-first-heading"><span class="mw-page-title-main">Call centre</span></h1> <div id="p-lang-btn" class="vector-dropdown mw-portlet mw-portlet-lang" > <input type="checkbox" id="p-lang-btn-checkbox" role="button" aria-haspopup="true" data-event-name="ui.dropdown-p-lang-btn" 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Available in 36 languages" > <label id="p-lang-btn-label" for="p-lang-btn-checkbox" class="vector-dropdown-label cdx-button cdx-button--fake-button cdx-button--fake-button--enabled cdx-button--weight-quiet cdx-button--action-progressive mw-portlet-lang-heading-36" aria-hidden="true" ><span class="vector-icon mw-ui-icon-language-progressive mw-ui-icon-wikimedia-language-progressive"></span> <span class="vector-dropdown-label-text">36 languages</span> </label> <div class="vector-dropdown-content"> <div class="vector-menu-content"> <ul class="vector-menu-content-list"> <li class="interlanguage-link interwiki-ar mw-list-item"><a href="https://ar.wikipedia.org/wiki/%D9%85%D8%B1%D9%83%D8%B2_%D8%A7%D8%AA%D8%B5%D8%A7%D9%84%D8%A7%D8%AA" title="مركز اتصالات – Arabic" lang="ar" hreflang="ar" data-title="مركز اتصالات" data-language-autonym="العربية" data-language-local-name="Arabic" class="interlanguage-link-target"><span>العربية</span></a></li><li class="interlanguage-link interwiki-be mw-list-item"><a href="https://be.wikipedia.org/wiki/%D0%9A%D0%BE%D0%BB-%D1%86%D1%8D%D0%BD%D1%82%D1%80" title="Кол-цэнтр – Belarusian" lang="be" hreflang="be" data-title="Кол-цэнтр" data-language-autonym="Беларуская" data-language-local-name="Belarusian" class="interlanguage-link-target"><span>Беларуская</span></a></li><li class="interlanguage-link interwiki-bh mw-list-item"><a href="https://bh.wikipedia.org/wiki/%E0%A4%95%E0%A4%BE%E0%A4%B2_%E0%A4%B8%E0%A5%87%E0%A4%82%E0%A4%9F%E0%A4%B0" title="काल सेंटर – Bhojpuri" lang="bh" hreflang="bh" data-title="काल सेंटर" data-language-autonym="भोजपुरी" data-language-local-name="Bhojpuri" class="interlanguage-link-target"><span>भोजपुरी</span></a></li><li class="interlanguage-link interwiki-bg mw-list-item"><a href="https://bg.wikipedia.org/wiki/%D0%9A%D0%BE%D0%BB%D1%86%D0%B5%D0%BD%D1%82%D1%8A%D1%80" title="Колцентър – Bulgarian" lang="bg" hreflang="bg" data-title="Колцентър" data-language-autonym="Български" data-language-local-name="Bulgarian" class="interlanguage-link-target"><span>Български</span></a></li><li class="interlanguage-link interwiki-ca mw-list-item"><a href="https://ca.wikipedia.org/wiki/Centre_d%27atenci%C3%B3_telef%C3%B2nica" title="Centre d'atenció telefònica – Catalan" lang="ca" hreflang="ca" data-title="Centre d'atenció telefònica" data-language-autonym="Català" data-language-local-name="Catalan" class="interlanguage-link-target"><span>Català</span></a></li><li class="interlanguage-link interwiki-cs mw-list-item"><a href="https://cs.wikipedia.org/wiki/Call_centrum" title="Call centrum – Czech" lang="cs" hreflang="cs" data-title="Call centrum" data-language-autonym="Čeština" data-language-local-name="Czech" class="interlanguage-link-target"><span>Čeština</span></a></li><li class="interlanguage-link interwiki-de mw-list-item"><a href="https://de.wikipedia.org/wiki/Callcenter" title="Callcenter – German" lang="de" hreflang="de" data-title="Callcenter" data-language-autonym="Deutsch" data-language-local-name="German" class="interlanguage-link-target"><span>Deutsch</span></a></li><li class="interlanguage-link interwiki-et mw-list-item"><a href="https://et.wikipedia.org/wiki/K%C3%B5nekeskus" title="Kõnekeskus – Estonian" lang="et" hreflang="et" data-title="Kõnekeskus" data-language-autonym="Eesti" data-language-local-name="Estonian" class="interlanguage-link-target"><span>Eesti</span></a></li><li class="interlanguage-link interwiki-es mw-list-item"><a href="https://es.wikipedia.org/wiki/Centro_de_llamadas" title="Centro de llamadas – Spanish" lang="es" hreflang="es" data-title="Centro de llamadas" data-language-autonym="Español" data-language-local-name="Spanish" class="interlanguage-link-target"><span>Español</span></a></li><li class="interlanguage-link interwiki-eo mw-list-item"><a href="https://eo.wikipedia.org/wiki/Vokocentro" title="Vokocentro – Esperanto" lang="eo" hreflang="eo" data-title="Vokocentro" data-language-autonym="Esperanto" data-language-local-name="Esperanto" class="interlanguage-link-target"><span>Esperanto</span></a></li><li class="interlanguage-link interwiki-fa mw-list-item"><a href="https://fa.wikipedia.org/wiki/%D9%85%D8%B1%DA%A9%D8%B2_%D8%AA%D9%85%D8%A7%D8%B3" title="مرکز تماس – Persian" lang="fa" hreflang="fa" data-title="مرکز تماس" data-language-autonym="فارسی" data-language-local-name="Persian" class="interlanguage-link-target"><span>فارسی</span></a></li><li class="interlanguage-link interwiki-fr mw-list-item"><a href="https://fr.wikipedia.org/wiki/Centre_d%27appel" title="Centre d'appel – French" lang="fr" hreflang="fr" data-title="Centre d'appel" data-language-autonym="Français" data-language-local-name="French" class="interlanguage-link-target"><span>Français</span></a></li><li class="interlanguage-link interwiki-ko mw-list-item"><a href="https://ko.wikipedia.org/wiki/%EC%BD%9C_%EC%84%BC%ED%84%B0" title="콜 센터 – Korean" lang="ko" hreflang="ko" data-title="콜 센터" data-language-autonym="한국어" data-language-local-name="Korean" class="interlanguage-link-target"><span>한국어</span></a></li><li class="interlanguage-link interwiki-id mw-list-item"><a href="https://id.wikipedia.org/wiki/Pusat_panggilan" title="Pusat panggilan – Indonesian" lang="id" hreflang="id" data-title="Pusat panggilan" data-language-autonym="Bahasa Indonesia" data-language-local-name="Indonesian" class="interlanguage-link-target"><span>Bahasa Indonesia</span></a></li><li class="interlanguage-link interwiki-ia mw-list-item"><a href="https://ia.wikipedia.org/wiki/Centro_de_appellar" title="Centro de appellar – Interlingua" lang="ia" hreflang="ia" data-title="Centro de appellar" data-language-autonym="Interlingua" data-language-local-name="Interlingua" class="interlanguage-link-target"><span>Interlingua</span></a></li><li class="interlanguage-link interwiki-it mw-list-item"><a href="https://it.wikipedia.org/wiki/Call_center" title="Call center – Italian" lang="it" hreflang="it" data-title="Call center" data-language-autonym="Italiano" data-language-local-name="Italian" class="interlanguage-link-target"><span>Italiano</span></a></li><li class="interlanguage-link interwiki-he mw-list-item"><a href="https://he.wikipedia.org/wiki/%D7%9E%D7%95%D7%A7%D7%93_%D7%98%D7%9C%D7%A4%D7%95%D7%A0%D7%99" title="מוקד טלפוני – Hebrew" lang="he" hreflang="he" data-title="מוקד טלפוני" data-language-autonym="עברית" data-language-local-name="Hebrew" class="interlanguage-link-target"><span>עברית</span></a></li><li class="interlanguage-link interwiki-lv mw-list-item"><a href="https://lv.wikipedia.org/wiki/Zvanu_centrs" title="Zvanu centrs – Latvian" lang="lv" hreflang="lv" data-title="Zvanu centrs" data-language-autonym="Latviešu" data-language-local-name="Latvian" class="interlanguage-link-target"><span>Latviešu</span></a></li><li class="interlanguage-link interwiki-lt mw-list-item"><a href="https://lt.wikipedia.org/wiki/Skambu%C4%8Di%C5%B3_centras" title="Skambučių centras – Lithuanian" lang="lt" hreflang="lt" data-title="Skambučių centras" data-language-autonym="Lietuvių" data-language-local-name="Lithuanian" class="interlanguage-link-target"><span>Lietuvių</span></a></li><li class="interlanguage-link interwiki-hu mw-list-item"><a href="https://hu.wikipedia.org/wiki/Call_center" title="Call center – Hungarian" lang="hu" hreflang="hu" data-title="Call center" data-language-autonym="Magyar" data-language-local-name="Hungarian" class="interlanguage-link-target"><span>Magyar</span></a></li><li class="interlanguage-link interwiki-ms mw-list-item"><a href="https://ms.wikipedia.org/wiki/Pusat_panggilan" title="Pusat panggilan – Malay" lang="ms" hreflang="ms" data-title="Pusat panggilan" data-language-autonym="Bahasa Melayu" data-language-local-name="Malay" class="interlanguage-link-target"><span>Bahasa Melayu</span></a></li><li class="interlanguage-link interwiki-nl mw-list-item"><a href="https://nl.wikipedia.org/wiki/Callcenter" title="Callcenter – Dutch" lang="nl" hreflang="nl" data-title="Callcenter" data-language-autonym="Nederlands" data-language-local-name="Dutch" class="interlanguage-link-target"><span>Nederlands</span></a></li><li class="interlanguage-link interwiki-ja mw-list-item"><a href="https://ja.wikipedia.org/wiki/%E3%82%B3%E3%83%BC%E3%83%AB%E3%82%BB%E3%83%B3%E3%82%BF%E3%83%BC" title="コールセンター – Japanese" lang="ja" hreflang="ja" data-title="コールセンター" data-language-autonym="日本語" data-language-local-name="Japanese" class="interlanguage-link-target"><span>日本語</span></a></li><li class="interlanguage-link interwiki-no mw-list-item"><a href="https://no.wikipedia.org/wiki/Kundesenter" title="Kundesenter – Norwegian Bokmål" lang="nb" hreflang="nb" data-title="Kundesenter" data-language-autonym="Norsk bokmål" data-language-local-name="Norwegian Bokmål" class="interlanguage-link-target"><span>Norsk bokmål</span></a></li><li class="interlanguage-link interwiki-pl mw-list-item"><a href="https://pl.wikipedia.org/wiki/Call_center" title="Call center – Polish" lang="pl" hreflang="pl" data-title="Call center" data-language-autonym="Polski" data-language-local-name="Polish" class="interlanguage-link-target"><span>Polski</span></a></li><li class="interlanguage-link interwiki-pt mw-list-item"><a href="https://pt.wikipedia.org/wiki/Central_de_atendimento" title="Central de atendimento – Portuguese" lang="pt" hreflang="pt" data-title="Central de atendimento" data-language-autonym="Português" data-language-local-name="Portuguese" class="interlanguage-link-target"><span>Português</span></a></li><li class="interlanguage-link interwiki-ro mw-list-item"><a href="https://ro.wikipedia.org/wiki/Call_centru_bazat_pe_protocoale_IP" title="Call centru bazat pe protocoale IP – Romanian" lang="ro" hreflang="ro" data-title="Call centru bazat pe protocoale IP" data-language-autonym="Română" data-language-local-name="Romanian" class="interlanguage-link-target"><span>Română</span></a></li><li class="interlanguage-link interwiki-ru mw-list-item"><a href="https://ru.wikipedia.org/wiki/%D0%9A%D0%BE%D0%BB%D0%BB-%D1%86%D0%B5%D0%BD%D1%82%D1%80" title="Колл-центр – Russian" lang="ru" hreflang="ru" data-title="Колл-центр" data-language-autonym="Русский" data-language-local-name="Russian" class="interlanguage-link-target"><span>Русский</span></a></li><li class="interlanguage-link interwiki-sq mw-list-item"><a href="https://sq.wikipedia.org/wiki/Qendra_e_thirrjeve" title="Qendra e thirrjeve – Albanian" lang="sq" hreflang="sq" data-title="Qendra e thirrjeve" data-language-autonym="Shqip" data-language-local-name="Albanian" class="interlanguage-link-target"><span>Shqip</span></a></li><li class="interlanguage-link interwiki-sr mw-list-item"><a href="https://sr.wikipedia.org/wiki/%D0%9F%D0%BE%D0%B7%D0%B8%D0%B2%D0%BD%D0%B8_%D1%86%D0%B5%D0%BD%D1%82%D0%B0%D1%80" title="Позивни центар – Serbian" lang="sr" hreflang="sr" data-title="Позивни центар" data-language-autonym="Српски / srpski" data-language-local-name="Serbian" class="interlanguage-link-target"><span>Српски / srpski</span></a></li><li class="interlanguage-link interwiki-sv mw-list-item"><a href="https://sv.wikipedia.org/wiki/Callcenter" title="Callcenter – Swedish" lang="sv" hreflang="sv" data-title="Callcenter" data-language-autonym="Svenska" data-language-local-name="Swedish" class="interlanguage-link-target"><span>Svenska</span></a></li><li class="interlanguage-link interwiki-th mw-list-item"><a href="https://th.wikipedia.org/wiki/%E0%B8%A8%E0%B8%B9%E0%B8%99%E0%B8%A2%E0%B9%8C%E0%B8%A3%E0%B8%B1%E0%B8%9A%E0%B9%80%E0%B8%A3%E0%B8%B7%E0%B9%88%E0%B8%AD%E0%B8%87" title="ศูนย์รับเรื่อง – Thai" lang="th" hreflang="th" data-title="ศูนย์รับเรื่อง" data-language-autonym="ไทย" data-language-local-name="Thai" class="interlanguage-link-target"><span>ไทย</span></a></li><li class="interlanguage-link interwiki-tr mw-list-item"><a href="https://tr.wikipedia.org/wiki/%C3%87a%C4%9Fr%C4%B1_merkezi" title="Çağrı merkezi – Turkish" lang="tr" hreflang="tr" data-title="Çağrı merkezi" data-language-autonym="Türkçe" data-language-local-name="Turkish" class="interlanguage-link-target"><span>Türkçe</span></a></li><li class="interlanguage-link interwiki-ur mw-list-item"><a href="https://ur.wikipedia.org/wiki/%DA%A9%D8%A7%D9%84_%D8%B3%D9%86%D9%B9%D8%B1" title="کال سنٹر – Urdu" lang="ur" hreflang="ur" data-title="کال سنٹر" data-language-autonym="اردو" data-language-local-name="Urdu" class="interlanguage-link-target"><span>اردو</span></a></li><li class="interlanguage-link interwiki-vi mw-list-item"><a href="https://vi.wikipedia.org/wiki/Trung_t%C3%A2m_cu%E1%BB%99c_g%E1%BB%8Di" title="Trung tâm cuộc gọi – Vietnamese" lang="vi" hreflang="vi" data-title="Trung tâm cuộc gọi" data-language-autonym="Tiếng Việt" data-language-local-name="Vietnamese" class="interlanguage-link-target"><span>Tiếng Việt</span></a></li><li class="interlanguage-link interwiki-zh mw-list-item"><a href="https://zh.wikipedia.org/wiki/%E5%91%BC%E5%8F%AB%E4%B8%AD%E5%BF%83" title="呼叫中心 – Chinese" lang="zh" hreflang="zh" data-title="呼叫中心" data-language-autonym="中文" data-language-local-name="Chinese" class="interlanguage-link-target"><span>中文</span></a></li> </ul> <div class="after-portlet after-portlet-lang"><span class="wb-langlinks-edit wb-langlinks-link"><a href="https://www.wikidata.org/wiki/Special:EntityPage/Q476796#sitelinks-wikipedia" title="Edit interlanguage links" class="wbc-editpage">Edit links</a></span></div> </div> </div> </div> </header> <div class="vector-page-toolbar"> <div class="vector-page-toolbar-container"> <div id="left-navigation"> <nav aria-label="Namespaces"> <div id="p-associated-pages" class="vector-menu vector-menu-tabs mw-portlet mw-portlet-associated-pages" > <div class="vector-menu-content"> <ul class="vector-menu-content-list"> <li id="ca-nstab-main" class="selected vector-tab-noicon mw-list-item"><a href="/wiki/Call_centre" title="View the content page [c]" accesskey="c"><span>Article</span></a></li><li id="ca-talk" 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id="siteSub" class="noprint">From Wikipedia, the free encyclopedia</div> </div> <div id="contentSub"><div id="mw-content-subtitle"></div></div> <div id="mw-content-text" class="mw-body-content"><div class="mw-content-ltr mw-parser-output" lang="en" dir="ltr"><div class="shortdescription nomobile noexcerpt noprint searchaux" style="display:none">Office dealing with a large volume of enquiries by telephone</div> <style data-mw-deduplicate="TemplateStyles:r1236090951">.mw-parser-output .hatnote{font-style:italic}.mw-parser-output div.hatnote{padding-left:1.6em;margin-bottom:0.5em}.mw-parser-output .hatnote i{font-style:normal}.mw-parser-output .hatnote+link+.hatnote{margin-top:-0.5em}@media print{body.ns-0 .mw-parser-output .hatnote{display:none!important}}</style><div role="note" class="hatnote navigation-not-searchable">For the contact centres in family law, see <a href="/wiki/Children%27s_centre" class="mw-redirect" title="Children's centre">children's centre</a>.</div> <p 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template">v</abbr></a></li><li class="nv-talk"><a href="/wiki/Template_talk:E-commerce" title="Template talk:E-commerce"><abbr title="Discuss this template">t</abbr></a></li><li class="nv-edit"><a href="/wiki/Special:EditPage/Template:E-commerce" title="Special:EditPage/Template:E-commerce"><abbr title="Edit this template">e</abbr></a></li></ul></div></td></tr></tbody></table> <figure class="mw-default-size" typeof="mw:File/Thumb"><a href="/wiki/File:Police_contact_centre_1970.jpg" class="mw-file-description"><img src="//upload.wikimedia.org/wikipedia/commons/thumb/0/02/Police_contact_centre_1970.jpg/220px-Police_contact_centre_1970.jpg" decoding="async" width="220" height="149" class="mw-file-element" srcset="//upload.wikimedia.org/wikipedia/commons/thumb/0/02/Police_contact_centre_1970.jpg/330px-Police_contact_centre_1970.jpg 1.5x, //upload.wikimedia.org/wikipedia/commons/thumb/0/02/Police_contact_centre_1970.jpg/440px-Police_contact_centre_1970.jpg 2x" data-file-width="918" data-file-height="620" /></a><figcaption>A 1970 police call centre in <a href="/wiki/Brierley_Hill" title="Brierley Hill">Brierley Hill</a>, England</figcaption></figure> <p>A <b>call centre</b> (<a href="/wiki/English_in_the_Commonwealth_of_Nations" title="English in the Commonwealth of Nations">Commonwealth spelling</a>) or <b>call center</b> (<a href="/wiki/American_English" title="American English">American spelling</a>; <a href="/wiki/American_and_British_English_spelling_differences#-re,_-er" title="American and British English spelling differences">see spelling differences</a>) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by <a href="/wiki/Telephone" title="Telephone">telephone</a>. An inbound call centre is operated by a <a href="/wiki/Company" title="Company">company</a> to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as <a href="/wiki/Telemarketing" title="Telemarketing">telemarketing</a>, for solicitation of charitable or <a href="/wiki/Political_donations" class="mw-redirect" title="Political donations">political donations</a>, <a href="/wiki/Debt_collection" title="Debt collection">debt collection</a>, <a href="/wiki/Market_research" title="Market research">market research</a>, emergency notifications, and urgent/critical needs <a href="/wiki/Blood_banks" class="mw-redirect" title="Blood banks">blood banks</a>. A <b>contact centre</b> is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including <a href="/wiki/Letter_(message)" title="Letter (message)">letters</a>, <a href="/wiki/Fax" title="Fax">faxes</a>, <a href="/wiki/Live_support_software" class="mw-redirect" title="Live support software">live support software</a>, <a href="/wiki/Social_media" title="Social media">social media</a>, <a href="/wiki/Instant_message" class="mw-redirect" title="Instant message">instant message</a>, and <a href="/wiki/Email" title="Email">email</a>.<sup id="cite_ref-EWA_1-0" class="reference"><a href="#cite_note-EWA-1"><span class="cite-bracket">[</span>1<span class="cite-bracket">]</span></a></sup> </p><p>A call center was previously seen as an open workspace for <a href="/wiki/Customer_representative" title="Customer representative">call center agents</a>, with workstations that included a computer and display for each agent and were connected to an inbound/outbound call management system, and one or more supervisor stations. It can be independently operated or networked with additional centers, often linked to a corporate <a href="/wiki/Computer_network" title="Computer network">computer network</a>, including <a href="/wiki/Mainframe_computer" title="Mainframe computer">mainframes</a>, microcomputer, servers and <a href="/wiki/Local_area_network" title="Local area network">LANs</a>. It is expected that <a href="/wiki/Artificial_intelligence" title="Artificial intelligence">artificial intelligence</a>-based <a href="/wiki/Chatbot" title="Chatbot">chatbots</a> will significantly impact call centre jobs and will increase productivity substantially.<sup id="cite_ref-2" class="reference"><a href="#cite_note-2"><span class="cite-bracket">[</span>2<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-Gupta_3_3-0" class="reference"><a href="#cite_note-Gupta_3-3"><span class="cite-bracket">[</span>3<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-mckinsey_1_4-0" class="reference"><a href="#cite_note-mckinsey_1-4"><span class="cite-bracket">[</span>4<span class="cite-bracket">]</span></a></sup> Many organisations have already adopted AI-based chatbots to improve their customer service experience.<sup id="cite_ref-mckinsey_1_4-1" class="reference"><a href="#cite_note-mckinsey_1-4"><span class="cite-bracket">[</span>4<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-5" class="reference"><a href="#cite_note-5"><span class="cite-bracket">[</span>5<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-Gupta_3_3-1" class="reference"><a href="#cite_note-Gupta_3-3"><span class="cite-bracket">[</span>3<span class="cite-bracket">]</span></a></sup> </p><p>The contact center is a central point from which all customer contacts are managed. Through contact centers, valuable information can be routed to the appropriate people or systems, contacts can be tracked, and data may be gathered. It is generally a part of the company's <a href="/wiki/Customer_relationship_management" title="Customer relationship management">customer relationship management</a> infrastructure. The majority of large companies use contact centers as a means of managing their customer interactions. These centers can be operated by either an in-house department responsible or outsourcing customer interaction to a third-party agency (known as Outsourcing Call Centres<sup id="cite_ref-6" class="reference"><a href="#cite_note-6"><span class="cite-bracket">[</span>6<span class="cite-bracket">]</span></a></sup>). </p> <meta property="mw:PageProp/toc" /> <div class="mw-heading mw-heading2"><h2 id="History">History</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=1" title="Edit section: History"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <figure class="mw-default-size" typeof="mw:File/Thumb"><a href="/wiki/File:Callcentre.jpg" class="mw-file-description"><img src="//upload.wikimedia.org/wikipedia/commons/thumb/7/7c/Callcentre.jpg/220px-Callcentre.jpg" decoding="async" width="220" height="165" class="mw-file-element" srcset="//upload.wikimedia.org/wikipedia/commons/thumb/7/7c/Callcentre.jpg/330px-Callcentre.jpg 1.5x, //upload.wikimedia.org/wikipedia/commons/thumb/7/7c/Callcentre.jpg/440px-Callcentre.jpg 2x" data-file-width="2288" data-file-height="1712" /></a><figcaption>A very large call centre in Lakeland, Florida (2006)</figcaption></figure> <p>Answering services, as known in the 1960s through the 1980s, earlier and slightly later, involved a business that specifically provided the service. Primarily, by using an <a href="/wiki/Off-premises_extension" title="Off-premises extension">off-premises extension</a> (OPX) for each subscribing business, connected at a switchboard at the answering service business, the answering service would answer the otherwise unattended phones of the subscribing businesses with a live operator. The live operator could take messages or relay information, doing so with greater human interactivity than a mechanical answering machine. Although undoubtedly more costly (the human service, the cost of setting up and paying the phone company for the OPX on a monthly basis), it had the advantage of being more ready to respond to the unique needs of after-hours callers. The answering service operators also had the option of calling the client and alerting them to particularly important calls. </p><p>The origins of call centers date back to the 1960s with the UK-based Birmingham Press and Mail, which installed Private Automated Business Exchanges (PABX) to have rows of agents handling customer contacts.<sup id="cite_ref-7" class="reference"><a href="#cite_note-7"><span class="cite-bracket">[</span>7<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-8" class="reference"><a href="#cite_note-8"><span class="cite-bracket">[</span>8<span class="cite-bracket">]</span></a></sup> By 1973, call centers had received mainstream attention after Rockwell International patented its Galaxy Automatic Call Distributor (GACD) for a telephone booking system as well as the popularization of telephone headsets as seen on televised <a href="/wiki/Christopher_C._Kraft_Jr._Mission_Control_Center" title="Christopher C. Kraft Jr. Mission Control Center">NASA Mission Control Center</a> events.<sup id="cite_ref-9" class="reference"><a href="#cite_note-9"><span class="cite-bracket">[</span>9<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-10" class="reference"><a href="#cite_note-10"><span class="cite-bracket">[</span>10<span class="cite-bracket">]</span></a></sup> </p><p>During the late 1970s, call center technology expanded to include telephone sales, airline reservations, and banking systems. The term "call center" was first published and recognised by the <i><a href="/wiki/Oxford_English_Dictionary" title="Oxford English Dictionary">Oxford English Dictionary</a></i> in 1983. The 1980s saw the development of <a href="/wiki/Toll-free_telephone_number" title="Toll-free telephone number">toll-free telephone numbers</a> to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of <a href="/wiki/Long-distance_calling" title="Long-distance calling">long-distance calling</a> and growth in information-dependent industries.<sup id="cite_ref-11" class="reference"><a href="#cite_note-11"><span class="cite-bracket">[</span>11<span class="cite-bracket">]</span></a></sup> </p><p>As call centres expanded, workers in <a href="/wiki/North_America" title="North America">North America</a> began to join unions<sup id="cite_ref-12" class="reference"><a href="#cite_note-12"><span class="cite-bracket">[</span>12<span class="cite-bracket">]</span></a></sup> such as the <a href="/wiki/Communications_Workers_of_America" title="Communications Workers of America">Communications Workers of America</a><sup id="cite_ref-13" class="reference"><a href="#cite_note-13"><span class="cite-bracket">[</span>13<span class="cite-bracket">]</span></a></sup> and the <a href="/wiki/United_Steelworkers" title="United Steelworkers">United Steelworkers</a>. In <a href="/wiki/Australia" title="Australia">Australia</a>, the <a href="/wiki/National_Union_of_Workers" title="National Union of Workers">National Union of Workers</a> represents unionised workers; their activities form part of the <a href="/wiki/Australian_labour_movement" title="Australian labour movement">Australian labour movement</a>.<sup id="cite_ref-14" class="reference"><a href="#cite_note-14"><span class="cite-bracket">[</span>14<span class="cite-bracket">]</span></a></sup> In <a href="/wiki/Europe" title="Europe">Europe</a>, <a href="/wiki/UNI_Global_Union" title="UNI Global Union">UNI Global Union</a> of <a href="/wiki/Switzerland" title="Switzerland">Switzerland</a> is involved in assisting unionisation in the call center industry,<sup id="cite_ref-15" class="reference"><a href="#cite_note-15"><span class="cite-bracket">[</span>15<span class="cite-bracket">]</span></a></sup> and in Germany <a href="/wiki/Vereinte_Dienstleistungsgewerkschaft" class="mw-redirect" title="Vereinte Dienstleistungsgewerkschaft">Vereinte Dienstleistungsgewerkschaft</a> represents call centre workers. </p><p>During the 1990s, call centres expanded internationally and developed into two additional subsets of communication: contact centres and outsourced bureau centres. A contact centre is a coordinated system of people, processes, technologies, and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization.<sup id="cite_ref-16" class="reference"><a href="#cite_note-16"><span class="cite-bracket">[</span>16<span class="cite-bracket">]</span></a></sup> In contrast to in-house management, outsourced bureau contact centres are a model of contact centre that provide services on a "pay per use" model. The overheads of the contact centre are shared by many clients, thereby supporting a very cost effective model, especially for low volumes of calls. The modern contact centre includes automated call blending of inbound and outbound calls as well as predictive dialing capabilities, dramatically increasing agents' productivity. New implementations of more complex systems require highly skilled operational and management staff that can use <a href="/wiki/Multichannel_marketing" title="Multichannel marketing">multichannel</a> online and offline tools to improve customer interactions.<sup id="cite_ref-17" class="reference"><a href="#cite_note-17"><span class="cite-bracket">[</span>17<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-18" class="reference"><a href="#cite_note-18"><span class="cite-bracket">[</span>18<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-19" class="reference"><a href="#cite_note-19"><span class="cite-bracket">[</span>19<span class="cite-bracket">]</span></a></sup> </p> <div class="mw-heading mw-heading2"><h2 id="Technology">Technology</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=2" title="Edit section: Technology"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <figure class="mw-default-size" typeof="mw:File/Thumb"><a href="/wiki/File:Callcentreterminal.JPG" class="mw-file-description"><img src="//upload.wikimedia.org/wikipedia/commons/thumb/0/0e/Callcentreterminal.JPG/220px-Callcentreterminal.JPG" decoding="async" width="220" height="165" class="mw-file-element" srcset="//upload.wikimedia.org/wikipedia/commons/thumb/0/0e/Callcentreterminal.JPG/330px-Callcentreterminal.JPG 1.5x, //upload.wikimedia.org/wikipedia/commons/thumb/0/0e/Callcentreterminal.JPG/440px-Callcentreterminal.JPG 2x" data-file-width="916" data-file-height="687" /></a><figcaption>Call centre worker confined to a small workstation/booth, using <a href="/w/index.php?title=CallWeb&action=edit&redlink=1" class="new" title="CallWeb (page does not exist)">CallWeb</a><sup id="cite_ref-CallWeb_20-0" class="reference"><a href="#cite_note-CallWeb-20"><span class="cite-bracket">[</span>20<span class="cite-bracket">]</span></a></sup> Internet-based survey software</figcaption></figure> <style data-mw-deduplicate="TemplateStyles:r1237032888/mw-parser-output/.tmulti">.mw-parser-output .tmulti .multiimageinner{display:flex;flex-direction:column}.mw-parser-output .tmulti .trow{display:flex;flex-direction:row;clear:left;flex-wrap:wrap;width:100%;box-sizing:border-box}.mw-parser-output .tmulti .tsingle{margin:1px;float:left}.mw-parser-output .tmulti .theader{clear:both;font-weight:bold;text-align:center;align-self:center;background-color:transparent;width:100%}.mw-parser-output .tmulti .thumbcaption{background-color:transparent}.mw-parser-output .tmulti .text-align-left{text-align:left}.mw-parser-output .tmulti .text-align-right{text-align:right}.mw-parser-output .tmulti .text-align-center{text-align:center}@media all and (max-width:720px){.mw-parser-output .tmulti .thumbinner{width:100%!important;box-sizing:border-box;max-width:none!important;align-items:center}.mw-parser-output .tmulti .trow{justify-content:center}.mw-parser-output .tmulti .tsingle{float:none!important;max-width:100%!important;box-sizing:border-box;text-align:center}.mw-parser-output .tmulti .tsingle .thumbcaption{text-align:left}.mw-parser-output .tmulti .trow>.thumbcaption{text-align:center}}@media screen{html.skin-theme-clientpref-night .mw-parser-output .tmulti .multiimageinner img{background-color:white}}@media screen and (prefers-color-scheme:dark){html.skin-theme-clientpref-os .mw-parser-output .tmulti .multiimageinner img{background-color:white}}</style><div class="thumb tmulti tright"><div class="thumbinner multiimageinner" style="width:372px;max-width:372px"><div class="trow"><div class="tsingle" style="width:181px;max-width:181px"><div class="thumbimage" style="height:133px;overflow:hidden"><span typeof="mw:File"><a href="/wiki/File:Call_centre_desk_lakeland_florida.jpg" class="mw-file-description"><img alt="" src="//upload.wikimedia.org/wikipedia/commons/thumb/a/a6/Call_centre_desk_lakeland_florida.jpg/179px-Call_centre_desk_lakeland_florida.jpg" decoding="async" width="179" height="134" class="mw-file-element" srcset="//upload.wikimedia.org/wikipedia/commons/thumb/a/a6/Call_centre_desk_lakeland_florida.jpg/269px-Call_centre_desk_lakeland_florida.jpg 1.5x, //upload.wikimedia.org/wikipedia/commons/thumb/a/a6/Call_centre_desk_lakeland_florida.jpg/358px-Call_centre_desk_lakeland_florida.jpg 2x" data-file-width="2288" data-file-height="1712" /></a></span></div><div class="thumbcaption text-align-left">Workstation</div></div><div class="tsingle" style="width:187px;max-width:187px"><div class="thumbimage" style="height:133px;overflow:hidden"><span typeof="mw:File"><a href="/wiki/File:Aspect_Tel-set_telephone_call_centre.jpg" class="mw-file-description"><img alt="" src="//upload.wikimedia.org/wikipedia/commons/thumb/5/5b/Aspect_Tel-set_telephone_call_centre.jpg/185px-Aspect_Tel-set_telephone_call_centre.jpg" decoding="async" width="185" height="134" class="mw-file-element" srcset="//upload.wikimedia.org/wikipedia/commons/thumb/5/5b/Aspect_Tel-set_telephone_call_centre.jpg/278px-Aspect_Tel-set_telephone_call_centre.jpg 1.5x, //upload.wikimedia.org/wikipedia/commons/thumb/5/5b/Aspect_Tel-set_telephone_call_centre.jpg/370px-Aspect_Tel-set_telephone_call_centre.jpg 2x" data-file-width="1535" data-file-height="1112" /></a></span></div><div class="thumbcaption text-align-left">A typical call centre telephone. Note: no handset; phone is for headset use only</div></div></div><div class="trow" style="display:flow-root"><div class="thumbcaption" style="text-align:center">Call-centre technology <abbr title="circa">c.</abbr><span style="white-space:nowrap;"> 2005</span></div></div></div></div> <p>Call centre technologies often include: <a href="/wiki/Speech_recognition" title="Speech recognition">speech recognition</a> software which allowed <a href="/wiki/Interactive_voice_response" title="Interactive voice response">Interactive Voice Response (IVR)</a> systems to handle first levels of <a href="/wiki/Customer_support" title="Customer support">customer support</a>, <a href="/wiki/Text_mining" title="Text mining">text mining</a>, <a href="/wiki/Natural_language_processing" title="Natural language processing">natural language processing</a> to allow better customer handling, agent training via interactive scripting and automatic mining using <a href="/wiki/Best_practices" class="mw-redirect" title="Best practices">best practices</a> from past interactions, <a href="/wiki/Support_automation" class="mw-redirect" title="Support automation">support automation</a> and many other technologies to improve agent productivity and <a href="/wiki/Customer_satisfaction" title="Customer satisfaction">customer satisfaction</a>. Automatic lead selection or lead steering is also intended to improve efficiencies, both for inbound and outbound campaigns. This allows inbound calls to be directly routed to the appropriate agent for the task, whilst minimising wait times and long lists of irrelevant options for people calling in.<sup id="cite_ref-21" class="reference"><a href="#cite_note-21"><span class="cite-bracket">[</span>21<span class="cite-bracket">]</span></a></sup> </p><p>For outbound calls, lead selection allows management to designate what type of leads go to which agent based on factors including skill, <a href="/wiki/Socioeconomics" class="mw-redirect" title="Socioeconomics">socioeconomic</a> factors, past performance, and percentage likelihood of closing a sale per lead. </p><p>The <a href="/wiki/Universal_queue" class="mw-redirect" title="Universal queue">universal queue</a> standardises the processing of communications across multiple technologies such as fax, phone, and email. The <a href="/wiki/Virtual_queue" title="Virtual queue">virtual queue</a> provides callers with an alternative to waiting on hold when no agents are available to handle inbound call demand. </p> <div class="mw-heading mw-heading3"><h3 id="Premises-based_technology">Premises-based technology</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=3" title="Edit section: Premises-based technology"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Historically call centres have been built on <a href="/wiki/Private_branch_exchange" class="mw-redirect" title="Private branch exchange">Private branch exchange</a> (PBX) equipment owned, hosted, and maintained by the call centre operator. The PBX can provide functions such as <a href="/wiki/Automatic_call_distribution" class="mw-redirect" title="Automatic call distribution">automatic call distribution</a>, <a href="/wiki/Interactive_voice_response" title="Interactive voice response">interactive voice response</a>, and <a href="/wiki/Skills-based_routing" title="Skills-based routing">skills-based routing</a>. </p> <div class="mw-heading mw-heading3"><h3 id="Virtual_call_centre">Virtual call centre</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=4" title="Edit section: Virtual call centre"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <link rel="mw-deduplicated-inline-style" href="mw-data:TemplateStyles:r1236090951"><div role="note" class="hatnote navigation-not-searchable">See also: <a href="/wiki/Software_as_a_service" title="Software as a service">Software as a service</a> and <a href="/wiki/Remote_work" title="Remote work">Remote work</a></div> <p>In a virtual call centre model, the call centre operator (business) pays a monthly or annual fee to a vendor that hosts the call centre telephony and data equipment in their own facility, cloud-based. In this model, the operator does not own, operate or host the equipment on which the call centre runs. Agents connect to the vendor's equipment through traditional <a href="/wiki/Public_switched_telephone_network" title="Public switched telephone network">PSTN</a> telephone lines, or over <a href="/wiki/Voice_over_IP" title="Voice over IP">voice over IP</a>. Calls to and from prospects or contacts originate from or terminate at the vendor's data centre, rather than at the call centre operator's premises. The vendor's telephony equipment (at times data servers) then connects the calls to the call centre operator's agents.<sup id="cite_ref-22" class="reference"><a href="#cite_note-22"><span class="cite-bracket">[</span>22<span class="cite-bracket">]</span></a></sup> </p><p>Virtual call centre technology allows people to work from home or any other location instead of in a traditional, centralised, call centre location, which increasingly allows people 'on the go' or with physical or other disabilities to work from desired locations – i.e. not leaving their house. The only required equipment is Internet access, a workstation, and a softphone.<sup id="cite_ref-23" class="reference"><a href="#cite_note-23"><span class="cite-bracket">[</span>23<span class="cite-bracket">]</span></a></sup> If the virtual call centre software utilizes <a href="/wiki/WebRTC" title="WebRTC">webRTC</a>, a softphone is not required to dial. The companies are preferring Virtual Call Centre services due to cost advantage. Companies can start their call centre business immediately without installing the basic infrastructure like <a href="/wiki/Dialer" title="Dialer">Dialer</a>, <a href="/wiki/Automatic_call_distributor" title="Automatic call distributor">ACD</a> and <a href="/wiki/Interactive_voice_response" title="Interactive voice response">IVRS</a>.<sup id="cite_ref-24" class="reference"><a href="#cite_note-24"><span class="cite-bracket">[</span>24<span class="cite-bracket">]</span></a></sup> </p><p>Virtual call centres became increasingly used after the <a href="/wiki/COVID-19_pandemic" title="COVID-19 pandemic">COVID-19 pandemic</a> restricted businesses from operating with large groups of people working in close proximity. </p> <div class="mw-heading mw-heading3"><h3 id="Cloud_computing">Cloud computing</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=5" title="Edit section: Cloud computing"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <link rel="mw-deduplicated-inline-style" href="mw-data:TemplateStyles:r1236090951"><div role="note" class="hatnote navigation-not-searchable">Main article: <a href="/wiki/Cloud_computing" title="Cloud computing">Cloud computing</a></div> <p>Through the use of <a href="/wiki/Application_programming_interface" class="mw-redirect" title="Application programming interface">application programming interfaces</a> (APIs), hosted and on-demand call centres that are built on cloud-based <a href="/wiki/Software_as_a_service" title="Software as a service">software as a service</a> (SaaS) platforms can integrate their functionality with cloud-based applications for <a href="/wiki/Customer_relationship_management" title="Customer relationship management">customer relationship management</a> (CRM), <a href="/wiki/Lead_management" title="Lead management">lead management</a> and more. </p><p>Developers use APIs to enhance cloud-based call centre platform functionality—including <a href="/wiki/Computer_telephony_integration" title="Computer telephony integration">Computer telephony integration</a> (CTI) APIs which provide basic telephony controls and sophisticated call handling from a separate application, and configuration APIs which enable <a href="/wiki/Graphical_user_interface" title="Graphical user interface">graphical user interface</a> (GUI) controls of administrative functions. </p> <div class="mw-heading mw-heading3"><h3 id="Outsourcing">Outsourcing</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=6" title="Edit section: Outsourcing"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <link rel="mw-deduplicated-inline-style" href="mw-data:TemplateStyles:r1236090951"><div role="note" class="hatnote navigation-not-searchable">See also: <a href="/wiki/Outsourcing" title="Outsourcing">Outsourcing</a></div> <p>Outsourced call centres are often located in <a href="/wiki/Developing_country" title="Developing country">developing countries</a>, where wages are significantly lower than in western countries with higher minimum wages. These include the call centre industries <a href="/wiki/Call_center_industry_in_the_Philippines" title="Call center industry in the Philippines">in the Philippines</a>, <a href="/wiki/Call_center_industry_in_Bangladesh" title="Call center industry in Bangladesh">Bangladesh</a>, and <a href="/wiki/Call_center_industry_in_India" class="mw-redirect" title="Call center industry in India">India</a>. </p><p>Companies that regularly utilise outsourced contact centre services include <a href="/wiki/British_Sky_Broadcasting" class="mw-redirect" title="British Sky Broadcasting">British Sky Broadcasting</a> and <a href="/wiki/Orange_(telecommunications)" class="mw-redirect" title="Orange (telecommunications)">Orange</a><sup id="cite_ref-The_Wall_Street_Journal_25-0" class="reference"><a href="#cite_note-The_Wall_Street_Journal-25"><span class="cite-bracket">[</span>25<span class="cite-bracket">]</span></a></sup> in the telecommunications industry, <a href="/wiki/Adidas" title="Adidas">Adidas</a> in the sports and leisure sector,<sup id="cite_ref-Adidas_-_Contact_Centres_26-0" class="reference"><a href="#cite_note-Adidas_-_Contact_Centres-26"><span class="cite-bracket">[</span>26<span class="cite-bracket">]</span></a></sup> <a href="/wiki/Audi" title="Audi">Audi</a> in car manufacturing<sup id="cite_ref-Audi_chose_Confero_as_an_outsourced_call_centre_27-0" class="reference"><a href="#cite_note-Audi_chose_Confero_as_an_outsourced_call_centre-27"><span class="cite-bracket">[</span>27<span class="cite-bracket">]</span></a></sup> and charities such as the <a href="/wiki/RSPCA" title="RSPCA">RSPCA</a>. </p> <div class="mw-heading mw-heading2"><h2 id="Industries">Industries</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=7" title="Edit section: Industries"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <div class="mw-heading mw-heading3"><h3 id="Healthcare">Healthcare</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=8" title="Edit section: Healthcare"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>The <a href="/wiki/Healthcare_industry" title="Healthcare industry">healthcare industry</a> has and continues to use outbound call centre programmes for years to help manage billing, collections, and patient communication.<sup id="cite_ref-28" class="reference"><a href="#cite_note-28"><span class="cite-bracket">[</span>28<span class="cite-bracket">]</span></a></sup> The inbound call centre is a new<sup class="noprint Inline-Template" style="white-space:nowrap;">[<i><a href="/wiki/Wikipedia:Manual_of_Style/Dates_and_numbers#Chronological_items" title="Wikipedia:Manual of Style/Dates and numbers"><span title="The time period mentioned near this tag is ambiguous. (May 2023)">when?</span></a></i>]</sup> and increasingly popular service for many types of healthcare facilities, including large hospitals. Inbound call centres can be outsourced or managed in-house. </p><p>These healthcare call centres are designed to help streamline communications, enhance <a href="/wiki/Patient_retention" class="mw-redirect" title="Patient retention">patient retention</a> and satisfaction, reduce expenses and improve operational efficiencies. </p> <div class="mw-heading mw-heading3"><h3 id="Hospitality">Hospitality</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=9" title="Edit section: Hospitality"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Many large hospitality companies such as the <a href="/wiki/Hilton_Hotels_Corporation" class="mw-redirect" title="Hilton Hotels Corporation">Hilton Hotels Corporation</a> and <a href="/wiki/Marriott_International" title="Marriott International">Marriott International</a> make use of call centres to manage reservations. These are known in the industry as "central reservations offices". Staff members at these call centres take calls from clients wishing to make reservations or other inquiries via a public number, usually a <a href="/wiki/Toll-free_number" class="mw-redirect" title="Toll-free number">1-800 number</a>. These centres may operate as many as 24 hours per day, seven days a week, depending on the call volume the chain receives.<sup id="cite_ref-29" class="reference"><a href="#cite_note-29"><span class="cite-bracket">[</span>29<span class="cite-bracket">]</span></a></sup> </p> <div class="mw-heading mw-heading2"><h2 id="Evaluation">Evaluation</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=10" title="Edit section: Evaluation"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <div class="mw-heading mw-heading3"><h3 id="Mathematical_theory">Mathematical theory</h3><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=11" title="Edit section: Mathematical theory"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <link rel="mw-deduplicated-inline-style" href="mw-data:TemplateStyles:r1236090951"><div role="note" class="hatnote navigation-not-searchable">See also: <a href="/wiki/Erlang_distribution" title="Erlang distribution">Erlang distribution</a></div> <p><a href="/wiki/Queueing_theory" title="Queueing theory">Queueing theory</a> is a branch of mathematics in which models of service systems have been developed. A call centre can be seen as a queueing network and results from queueing theory such as the probability an arriving customer needs to wait before starting service useful for provisioning capacity.<sup id="cite_ref-30" class="reference"><a href="#cite_note-30"><span class="cite-bracket">[</span>30<span class="cite-bracket">]</span></a></sup> (<a href="/wiki/Erlang%27s_C_formula" class="mw-redirect" title="Erlang's C formula">Erlang's C formula</a> is such a result for an <a href="/wiki/M/M/c_queue" title="M/M/c queue">M/M/c queue</a> and approximations exist for an <a href="/wiki/M/G/k_queue" title="M/G/k queue">M/G/k queue</a>.) Statistical analysis of call centre data has suggested arrivals are governed by an <a href="/wiki/Inhomogeneous_Poisson_process" class="mw-redirect" title="Inhomogeneous Poisson process">inhomogeneous Poisson process</a> and jobs have a <a href="/wiki/Log-normal_distribution" title="Log-normal distribution">log-normal service time distribution</a>.<sup id="cite_ref-31" class="reference"><a href="#cite_note-31"><span class="cite-bracket">[</span>31<span class="cite-bracket">]</span></a></sup> Simulation algorithms are increasingly being used to model call arrival, queueing and service levels.<sup id="cite_ref-32" class="reference"><a href="#cite_note-32"><span class="cite-bracket">[</span>32<span class="cite-bracket">]</span></a></sup> </p><p>Call centre operations have been supported by mathematical models beyond queueing, with <a href="/wiki/Operations_research" title="Operations research">operations research</a>, which considers a wide range of <a href="/wiki/Optimization_(mathematics)" class="mw-redirect" title="Optimization (mathematics)">optimisation problems</a> seeking to reduce waiting times while keeping server utilisation and therefore efficiency high.<sup id="cite_ref-33" class="reference"><a href="#cite_note-33"><span class="cite-bracket">[</span>33<span class="cite-bracket">]</span></a></sup> </p> <div class="mw-heading mw-heading2"><h2 id="Criticism">Criticism</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=12" title="Edit section: Criticism"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Call centres have received criticism for low rates of pay and restrictive working practices for employees, which have been deemed as a dehumanising environment.<sup id="cite_ref-34" class="reference"><a href="#cite_note-34"><span class="cite-bracket">[</span>34<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-35" class="reference"><a href="#cite_note-35"><span class="cite-bracket">[</span>35<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-36" class="reference"><a href="#cite_note-36"><span class="cite-bracket">[</span>36<span class="cite-bracket">]</span></a></sup> Other research illustrates how call centre workers develop ways to counter or resist this environment by integrating local cultural sensibilities or embracing a vision of a new life.<sup id="cite_ref-37" class="reference"><a href="#cite_note-37"><span class="cite-bracket">[</span>37<span class="cite-bracket">]</span></a></sup> Most call centres provide electronic reports that outline performance metrics, quarterly highlights and other information about the calls made and received. This has the benefit<sup id="cite_ref-38" class="reference"><a href="#cite_note-38"><span class="cite-bracket">[</span>38<span class="cite-bracket">]</span></a></sup> of helping the company to plan the workload and time of its employees. However, it has also been argued that such close monitoring breaches the human <a href="/wiki/Right_to_privacy" title="Right to privacy">right to privacy</a>.<sup id="cite_ref-39" class="reference"><a href="#cite_note-39"><span class="cite-bracket">[</span>39<span class="cite-bracket">]</span></a></sup> </p><p>Complaints are often logged by callers who find the staff do not have enough skill or authority to resolve problems,<sup id="cite_ref-40" class="reference"><a href="#cite_note-40"><span class="cite-bracket">[</span>40<span class="cite-bracket">]</span></a></sup> as well as appearing apathetic.<sup id="cite_ref-41" class="reference"><a href="#cite_note-41"><span class="cite-bracket">[</span>41<span class="cite-bracket">]</span></a></sup> These concerns are due to a business process that exhibits levels of variability because the experience a customer gets and results a company achieves on a given call are dependent upon the quality of the agent.<sup id="cite_ref-42" class="reference"><a href="#cite_note-42"><span class="cite-bracket">[</span>42<span class="cite-bracket">]</span></a></sup> Call centres are beginning to address this by using <a href="/wiki/Agent-assisted_Automation" class="mw-redirect" title="Agent-assisted Automation">agent-assisted automation</a> to standardise the process all agents use.<sup id="cite_ref-dmaa_43-0" class="reference"><a href="#cite_note-dmaa-43"><span class="cite-bracket">[</span>43<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-epcs_44-0" class="reference"><a href="#cite_note-epcs-44"><span class="cite-bracket">[</span>44<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-pacc_45-0" class="reference"><a href="#cite_note-pacc-45"><span class="cite-bracket">[</span>45<span class="cite-bracket">]</span></a></sup> However, more popular alternatives are using personality and skill based approaches.<sup id="cite_ref-uppoc_46-0" class="reference"><a href="#cite_note-uppoc-46"><span class="cite-bracket">[</span>46<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-paaic_47-0" class="reference"><a href="#cite_note-paaic-47"><span class="cite-bracket">[</span>47<span class="cite-bracket">]</span></a></sup> The various challenges encountered by call operators are discussed by several authors.<sup id="cite_ref-wcie_48-0" class="reference"><a href="#cite_note-wcie-48"><span class="cite-bracket">[</span>48<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-ircc_49-0" class="reference"><a href="#cite_note-ircc-49"><span class="cite-bracket">[</span>49<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-istc_50-0" class="reference"><a href="#cite_note-istc-50"><span class="cite-bracket">[</span>50<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-wpmo_51-0" class="reference"><a href="#cite_note-wpmo-51"><span class="cite-bracket">[</span>51<span class="cite-bracket">]</span></a></sup><sup id="cite_ref-drvda_52-0" class="reference"><a href="#cite_note-drvda-52"><span class="cite-bracket">[</span>52<span class="cite-bracket">]</span></a></sup> </p> <div class="mw-heading mw-heading2"><h2 id="Media_portrayals">Media portrayals</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=13" title="Edit section: Media portrayals"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Call centres located in <a href="/wiki/India" title="India">India</a> have been the focus of several documentary films, the 2004 film <i>Thomas L. Friedman Reporting: The Other Side of Outsourcing</i>, the 2005 films <i>John and Jane</i>, <i><a href="/wiki/Nalini_by_Day,_Nancy_by_Night" title="Nalini by Day, Nancy by Night">Nalini by Day, Nancy by Night</a></i>, and <i>1-800-India: Importing a White-Collar Economy</i>, and the 2006 film <i><a href="/wiki/Bombay_Calling" title="Bombay Calling">Bombay Calling</a></i>, among others.<sup id="cite_ref-53" class="reference"><a href="#cite_note-53"><span class="cite-bracket">[</span>53<span class="cite-bracket">]</span></a></sup> An Indian call centre is also the subject of the 2006 film <i><a href="/wiki/Outsourced_(film)" title="Outsourced (film)">Outsourced</a></i> and a key location in the 2008 film, <i><a href="/wiki/Slumdog_Millionaire" title="Slumdog Millionaire">Slumdog Millionaire</a></i>. The 2014 BBC <a href="/wiki/Fly_on_the_wall" title="Fly on the wall">fly on the wall</a> documentary series <i>The Call Centre</i> gave an often distorted although humorous view of life in a Welsh call centre.<sup id="cite_ref-54" class="reference"><a href="#cite_note-54"><span class="cite-bracket">[</span>54<span class="cite-bracket">]</span></a></sup> </p> <div class="mw-heading mw-heading2"><h2 id="Appointment_Setting">Appointment Setting</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=14" title="Edit section: Appointment Setting"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Appointment setting is a specialized function within call centres, where dedicated agents focus on facilitating and scheduling meetings between clients and businesses or sales representatives. This service is particularly prevalent in various industries such as financial services, healthcare, real estate, and B2B sales, where time-sensitive and personalized communications are essential for effective client engagement.<sup id="cite_ref-55" class="reference"><a href="#cite_note-55"><span class="cite-bracket">[</span>55<span class="cite-bracket">]</span></a></sup> </p> <div class="mw-heading mw-heading2"><h2 id="Lead_Generation">Lead Generation</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=15" title="Edit section: Lead Generation"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <p>Lead generation is a common operation for call centers, encompassing strategies and activities aimed at identifying potential customers or clients for businesses or sales representatives. It involves gathering information and generating interest among individuals or organizations who may have a potential interest in the products or services offered.<sup id="cite_ref-56" class="reference"><a href="#cite_note-56"><span class="cite-bracket">[</span>56<span class="cite-bracket">]</span></a></sup> </p> <div class="mw-heading mw-heading2"><h2 id="See_also">See also</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=16" title="Edit section: See also"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <ul><li><a href="/wiki/Automatic_call_distributor" title="Automatic call distributor">Automatic call distributor</a></li> <li><a href="/wiki/Business_process_outsourcing" title="Business process outsourcing">Business process outsourcing</a></li> <li><a href="/wiki/Call_management" title="Call management">Call management</a></li> <li><a href="/wiki/List_of_call_centre_companies" title="List of call centre companies">List of call centre companies</a></li> <li><a href="/wiki/Predictive_dialing" class="mw-redirect" title="Predictive dialing">Predictive dialling</a></li> <li><a href="/wiki/Operator_messaging" title="Operator messaging">Operator messaging</a></li> <li><a href="/wiki/Queue_management_system" class="mw-redirect" title="Queue management system">Queue management system</a></li> <li><a href="/wiki/Skills_based_routing" class="mw-redirect" title="Skills based routing">Skills based routing</a></li> <li><a href="/wiki/Virtual_queue" title="Virtual queue">Virtual queue</a></li> <li><a href="/wiki/The_Call_Centre" title="The Call Centre">The Call Centre</a>, a BBC fly-on-the-wall documentary at a Welsh call centre</li> <li><span class="nowrap"><span class="noviewer" typeof="mw:File"><a href="/wiki/File:Emblem-money.svg" class="mw-file-description"><img alt="icon" src="//upload.wikimedia.org/wikipedia/commons/thumb/f/f3/Emblem-money.svg/28px-Emblem-money.svg.png" decoding="async" width="28" height="28" class="mw-file-element" srcset="//upload.wikimedia.org/wikipedia/commons/thumb/f/f3/Emblem-money.svg/42px-Emblem-money.svg.png 1.5x, //upload.wikimedia.org/wikipedia/commons/thumb/f/f3/Emblem-money.svg/56px-Emblem-money.svg.png 2x" data-file-width="48" data-file-height="48" /></a></span> </span><a href="/wiki/Portal:Business" title="Portal:Business">Business portal</a></li> <li><span class="nowrap"><span class="noviewer" typeof="mw:File"><span><img alt="telephone icon" src="//upload.wikimedia.org/wikipedia/commons/thumb/b/b8/Telephone_icon_blue_gradient.svg/28px-Telephone_icon_blue_gradient.svg.png" decoding="async" width="28" height="28" class="mw-file-element" srcset="//upload.wikimedia.org/wikipedia/commons/thumb/b/b8/Telephone_icon_blue_gradient.svg/42px-Telephone_icon_blue_gradient.svg.png 1.5x, //upload.wikimedia.org/wikipedia/commons/thumb/b/b8/Telephone_icon_blue_gradient.svg/56px-Telephone_icon_blue_gradient.svg.png 2x" data-file-width="722" data-file-height="722" /></span></span> </span><a href="/wiki/Portal:Telephones" title="Portal:Telephones">Telephones portal</a></li></ul> <div class="mw-heading mw-heading2"><h2 id="References">References</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=17" title="Edit section: References"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <style data-mw-deduplicate="TemplateStyles:r1239543626">.mw-parser-output .reflist{margin-bottom:0.5em;list-style-type:decimal}@media screen{.mw-parser-output .reflist{font-size:90%}}.mw-parser-output .reflist .references{font-size:100%;margin-bottom:0;list-style-type:inherit}.mw-parser-output .reflist-columns-2{column-width:30em}.mw-parser-output .reflist-columns-3{column-width:25em}.mw-parser-output .reflist-columns{margin-top:0.3em}.mw-parser-output .reflist-columns ol{margin-top:0}.mw-parser-output .reflist-columns li{page-break-inside:avoid;break-inside:avoid-column}.mw-parser-output .reflist-upper-alpha{list-style-type:upper-alpha}.mw-parser-output .reflist-upper-roman{list-style-type:upper-roman}.mw-parser-output .reflist-lower-alpha{list-style-type:lower-alpha}.mw-parser-output .reflist-lower-greek{list-style-type:lower-greek}.mw-parser-output .reflist-lower-roman{list-style-type:lower-roman}</style><div class="reflist reflist-columns references-column-width" style="column-width: 30em;"> <ol class="references"> <li id="cite_note-EWA-1"><span class="mw-cite-backlink"><b><a href="#cite_ref-EWA_1-0">^</a></b></span> <span class="reference-text"><style data-mw-deduplicate="TemplateStyles:r1238218222">.mw-parser-output cite.citation{font-style:inherit;word-wrap:break-word}.mw-parser-output .citation q{quotes:"\"""\"""'""'"}.mw-parser-output .citation:target{background-color:rgba(0,127,255,0.133)}.mw-parser-output .id-lock-free.id-lock-free a{background:url("//upload.wikimedia.org/wikipedia/commons/6/65/Lock-green.svg")right 0.1em center/9px no-repeat}.mw-parser-output .id-lock-limited.id-lock-limited a,.mw-parser-output .id-lock-registration.id-lock-registration a{background:url("//upload.wikimedia.org/wikipedia/commons/d/d6/Lock-gray-alt-2.svg")right 0.1em center/9px no-repeat}.mw-parser-output .id-lock-subscription.id-lock-subscription a{background:url("//upload.wikimedia.org/wikipedia/commons/a/aa/Lock-red-alt-2.svg")right 0.1em center/9px no-repeat}.mw-parser-output .cs1-ws-icon a{background:url("//upload.wikimedia.org/wikipedia/commons/4/4c/Wikisource-logo.svg")right 0.1em center/12px no-repeat}body:not(.skin-timeless):not(.skin-minerva) .mw-parser-output .id-lock-free a,body:not(.skin-timeless):not(.skin-minerva) .mw-parser-output .id-lock-limited a,body:not(.skin-timeless):not(.skin-minerva) .mw-parser-output .id-lock-registration a,body:not(.skin-timeless):not(.skin-minerva) .mw-parser-output .id-lock-subscription a,body:not(.skin-timeless):not(.skin-minerva) .mw-parser-output .cs1-ws-icon a{background-size:contain;padding:0 1em 0 0}.mw-parser-output .cs1-code{color:inherit;background:inherit;border:none;padding:inherit}.mw-parser-output .cs1-hidden-error{display:none;color:var(--color-error,#d33)}.mw-parser-output .cs1-visible-error{color:var(--color-error,#d33)}.mw-parser-output .cs1-maint{display:none;color:#085;margin-left:0.3em}.mw-parser-output .cs1-kern-left{padding-left:0.2em}.mw-parser-output .cs1-kern-right{padding-right:0.2em}.mw-parser-output .citation .mw-selflink{font-weight:inherit}@media screen{.mw-parser-output .cs1-format{font-size:95%}html.skin-theme-clientpref-night .mw-parser-output .cs1-maint{color:#18911f}}@media screen and (prefers-color-scheme:dark){html.skin-theme-clientpref-os .mw-parser-output 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(2006, January). Work motivation, organisational identification, and well-being in call centre work. Work & Stress, 20(1), 60–83.</li> <li>Legros, B. (2016). Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time. <i>Operations Research Letters</i>, <i>44</i>(6), 839–845.</li> <li>Krishnan, C., Gupta, A., Gupta, A., Singh, G. (2022). Impact of Artificial Intelligence-Based Chatbots on Customer Engagement and Business Growth. In: Hong, TP., Serrano-Estrada, L., Saxena, A., Biswas, A. (eds) Deep Learning for Social Media Data Analytics. Studies in Big Data, vol 113. Springer, Cham. <link rel="mw-deduplicated-inline-style" href="mw-data:TemplateStyles:r1238218222"><a href="/wiki/Doi_(identifier)" class="mw-redirect" title="Doi (identifier)">doi</a>:<a rel="nofollow" class="external text" href="https://doi.org/10.1007%2F978-3-031-10869-3_11">10.1007/978-3-031-10869-3_11</a></li> <li>Adam, M., Wessel, M. & Benlian, A. AI-based chatbots in customer service and their effects on user compliance. Electron Markets 31, 427–445 (2021). <link rel="mw-deduplicated-inline-style" href="mw-data:TemplateStyles:r1238218222"><a href="/wiki/Doi_(identifier)" class="mw-redirect" title="Doi (identifier)">doi</a>:<a rel="nofollow" class="external text" href="https://doi.org/10.1007%2Fs12525-020-00414-7">10.1007/s12525-020-00414-7</a></li> <li>Hardalov, M., Koychev, I., Nakov, P. (2018). Towards Automated Customer Support. In: Agre, G., van Genabith, J., Declerck, T. (eds) Artificial Intelligence: Methodology, Systems, and Applications. AIMSA 2018. Lecture Notes in Computer Science(), vol 11089. Springer, Cham. <link rel="mw-deduplicated-inline-style" href="mw-data:TemplateStyles:r1238218222"><a href="/wiki/Doi_(identifier)" class="mw-redirect" title="Doi (identifier)">doi</a>:<a rel="nofollow" class="external text" href="https://doi.org/10.1007%2F978-3-319-99344-7_5">10.1007/978-3-319-99344-7_5</a></li> <li>Roberts, C. and Maier, T. (2024), "The evolution of service toward automated customer assistance: there is a difference", International Journal of Contemporary Hospitality Management, Vol. 36 No. 6, pp. 1914-1925. <link rel="mw-deduplicated-inline-style" href="mw-data:TemplateStyles:r1238218222"><a href="/wiki/Doi_(identifier)" class="mw-redirect" title="Doi (identifier)">doi</a>:<a rel="nofollow" class="external text" href="https://doi.org/10.1108%2FIJCHM-08-2022-1037">10.1108/IJCHM-08-2022-1037</a></li> <li>Suendermann, D., Liscombe, J., Pieraccini, R., Evanini, K. (2010). “How am I Doing?”: A New Framework to Effectively Measure the Performance of Automated Customer Care Contact Centers. In: Neustein, A. (eds) Advances in Speech Recognition. Springer, Boston, MA. <link rel="mw-deduplicated-inline-style" href="mw-data:TemplateStyles:r1238218222"><a href="/wiki/Doi_(identifier)" class="mw-redirect" title="Doi (identifier)">doi</a>:<a rel="nofollow" class="external text" href="https://doi.org/10.1007%2F978-1-4419-5951-5_7">10.1007/978-1-4419-5951-5_7</a></li></ul> </div> <div class="mw-heading mw-heading2"><h2 id="External_links">External links</h2><span class="mw-editsection"><span class="mw-editsection-bracket">[</span><a href="/w/index.php?title=Call_centre&action=edit&section=19" title="Edit section: External links"><span>edit</span></a><span class="mw-editsection-bracket">]</span></span></div> <ul><li><span class="noviewer" typeof="mw:File"><a href="/wiki/File:Commons-logo.svg" class="mw-file-description"><img alt="" src="//upload.wikimedia.org/wikipedia/en/thumb/4/4a/Commons-logo.svg/12px-Commons-logo.svg.png" decoding="async" width="12" height="16" class="mw-file-element" srcset="//upload.wikimedia.org/wikipedia/en/thumb/4/4a/Commons-logo.svg/18px-Commons-logo.svg.png 1.5x, //upload.wikimedia.org/wikipedia/en/thumb/4/4a/Commons-logo.svg/24px-Commons-logo.svg.png 2x" data-file-width="1024" data-file-height="1376" /></a></span> Media related to <a href="https://commons.wikimedia.org/wiki/Category:Call_centres" class="extiw" title="commons:Category:Call centres">call centres</a> at Wikimedia Commons</li> <li>Mandelbaum, Avishai <a rel="nofollow" class="external text" href="http://iew3.technion.ac.il/serveng/References/ccbib.pdf">Call Centers (Centres) Research Bibliography with Abstracts</a> <a rel="nofollow" class="external text" href="https://web.archive.org/web/20170429025115/http://iew3.technion.ac.il/serveng/References/ccbib.pdf">Archived</a> 2017-04-29 at the <a href="/wiki/Wayback_Machine" title="Wayback Machine">Wayback Machine</a>. 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