501:
resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization. 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
429:(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.
543:
531:
1053:
286:
51:
514:
1041:
891:
sensibilities or embracing a vision of a new life. 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 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
2731:
418:
592:. 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.
432:
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. By 1973, call centers had received mainstream attention after Rockwell International patented
898:
Complaints are often logged by callers who find the staff do not have enough skill or authority to resolve problems, as well as appearing apathetic. These concerns are due to a business process that exhibits levels of variability because the experience a customer gets and results a company achieves
664:
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
2667:
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,
1108:
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,
968:
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
652:
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
977:
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
890:
Call centres have received criticism for low rates of pay and restrictive working practices for employees, which have been deemed as a dehumanising environment. Other research illustrates how call centre workers develop ways to counter or resist this environment by integrating local cultural
799:
has and continues to use outbound call centre programmes for years to help manage billing, collections, and patient communication. The inbound call centre is a new and increasingly popular service for many types of healthcare facilities, including large hospitals. Inbound call centres can be
500:
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,
408:
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).
850:
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.
380:, 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
2688:
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.
403:
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
661:. 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.
2710:
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.
823:
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
669:, 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
1875:
2699:
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.
903:
to standardise the process all agents use. However, more popular alternatives are using personality and skill based approaches. The various challenges encountered by call operators are discussed by several authors.
1453:... a complete on-line data collection system. Its functionalities allow for Web surveys, of course, but it has also been used to build registration systems, project tracking systems, intelligent forms, etc.
2653:
Wegge, J., van Dick, R., Fisher, G., Wecking, C., & Moltzen, K. (2006, January). Work motivation, organisational identification, and well-being in call centre work. Work & Stress, 20(1), 60–83.
400:
will significantly impact call centre jobs and will increase productivity substantially. Many organisations have already adopted AI-based chatbots to improve their customer service experience.
2401:
Murthy, Nagesh N.; Challagalla, G. N.; Vincent, L. H.; Shervani, T. A.; et al. (2008). "The Impact of
Simulation Training on Call Center Agent Performance: A Field-Based Investigation".
440:
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
425:
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
2469:
Goldberg, L.S.; A.A. Grandey (2007). "Display rules versus display autonomy: emotion regulation, emotional exhaustion, and task performance in a call center simulation".
1130:"AI-enabled customer service is now the quickest and most effective route for institutions to deliver personalized, proactive experiences that drive customer engagement"
314:
2504:
Hudson, Dale (2009). "Undesirable Bodies and
Desirable Labor: Documenting the Globalization and Digitization of Transnational American Dreams in Indian Call Centers".
1713:
1129:
1756:
434:
2307:
Witt, L. A.; et al. (2004). "When
Conscientiousness Isn't Enough: Emotional Exhaustion and Performance Among Call Center Customer Service Representatives".
325:
to administer incoming product or service support or information inquiries from consumers. Outbound call centres are usually operated for sales purposes such as
2584:
2678:
Adam, M., Wessel, M. & Benlian, A. AI-based chatbots in customer service and their effects on user compliance. Electron Markets 31, 427–445 (2021).
1420:
1089:
Adam, M., Wessel, M. & Benlian, A. AI-based chatbots in customer service and their effects on user compliance. Electron Markets 31, 427–445 (2021).
433:
its Galaxy Automatic Call Distributor (GACD) for a telephone booking system as well as the popularization of telephone headsets as seen on televised
1299:
725:(CTI) APIs which provide basic telephony controls and sophisticated call handling from a separate application, and configuration APIs which enable
2770:
2247:
2204:
Srinivasan, Raj; Talim, JĂ©Rome; Wang, Jinting; et al. (2004). "Performance analysis of a call center with interactive voice response units".
748:
2437:
1223:
302:
349:
is a further extension of call centres telephony based capabilities, administers centralised handling of individual communications, including
2656:
Legros, B. (2016). Unintended consequences of optimizing a queue discipline for a service level defined by a percentile of the waiting time.
2151:
1525:
1341:
1854:
494:
272:
2384:
595:
For outbound calls, lead selection allows management to designate what type of leads go to which agent based on factors including skill,
1871:
1542:
1188:
1781:
1730:
752:
317:) is a managed capability that can be centralised or remote that is used for receiving or transmitting a large volume of enquiries by
2745:
1688:
1283:
747:, where wages are significantly lower than in western countries with higher minimum wages. These include the call centre industries
703:
654:
462:
711:
405:
2034:
828:. These centres may operate as many as 24 hours per day, seven days a week, depending on the call volume the chain receives.
722:
2632:
1959:
Pal, Mahuya; Buzzanell, Patrice (2013). "Breaking the Myth of Indian Call Centers: A Postcolonial Analysis of Resistance".
969:
estate, and B2B sales, where time-sensitive and personalized communications are essential for effective client engagement.
1002:
926:
864:
756:
1678:
665:
only required equipment is Internet access, a workstation, and a softphone. If the virtual call centre software utilizes
2059:
1994:
992:
2176:"Evaluation of the Performance of customer service representatives in a call center using DEA/Network Model/Fussy Sets"
1616:
1931:
767:
623:
577:
159:
1924:
2125:
610:
provides callers with an alternative to waiting on hold when no agents are available to handle inbound call demand.
1076:
987:
879:
678:
674:
627:
565:
478:
447:
2647:(Stanford University Press; 2010) 219 pages; traces changing views of "women's work" in India under globalization.
2272:
Stolletz, Raik; Stefan Helber (2004). "Performance analysis of an inbound call center with skills-based routing".
1798:
1148:
2790:
1383:
900:
899:
on a given call are dependent upon the quality of the agent. Call centres are beginning to address this by using
816:
622:(PBX) equipment owned, hosted, and maintained by the call centre operator. The PBX can provide functions such as
474:
442:
1598:
763:
726:
265:
169:
606:
standardises the processing of communications across multiple technologies such as fax, phone, and email. The
450:
to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of
2735:
1017:
868:
619:
393:
377:
1200:
2775:
2358:
820:
542:
502:
426:
1512:. Lecture Notes in Computer Science. Vol. 2093. University of Novi Sad, Yugoslavia. pp. 75–84.
1506:
M. Popovic and V. Kovacevic (2001). "An Approach to Internet-Based Virtual Call Center Implementation".
871:. Simulation algorithms are increasingly being used to model call arrival, queueing and service levels.
707:
643:
589:
451:
358:
2240:
1900:
1133:
852:
580:
to allow better customer handling, agent training via interactive scripting and automatic mining using
2444:
1507:
530:
2780:
2765:
1022:
631:
116:
111:
31:
2363:
1163:
948:
875:
842:
796:
466:
330:
258:
136:
1345:
2785:
2521:
2418:
2376:
2324:
2289:
2221:
2157:
1976:
1846:
1823:
1773:
1012:
1007:
744:
585:
561:
389:
385:
126:
91:
1401:
882:
seeking to reduce waiting times while keeping server utilisation and therefore efficiency high.
2486:
2343:
2147:
1684:
1521:
1488:
1279:
1057:
942:
804:
685:
1879:
1573:"Hosted Contact / Call Center Services in Indian Telecommunications Licensing and Regulation"
1550:
1465:
Shah, Shariq; Ghomeshi, Hossein; Vakaj, Edlira; Cooper, Emmett; Fouad, Shereen (2023-08-01).
688:
restricted businesses from operating with large groups of people working in close proximity.
518:
2752:. Faculty of Industrial Engineering and Management, Technion-Israel Institute of Technology.
2712:
2701:
2690:
2679:
2669:
2513:
2478:
2410:
2368:
2316:
2281:
2213:
2179:
2139:
2131:
2114:
Fleming, J., Coffman, C., Harter, J. (2005) Manage Your Human Sigma, Harvard Business Review
1968:
1838:
1765:
1722:
1659:
1580:
1513:
1478:
1110:
1090:
892:
825:
569:
486:
381:
350:
310:
285:
206:
197:
1748:
1705:
2749:
2742:
2624:, School of Electrical and Information Engineering, University of the Witwatersrand, 2003.
2438:"When promotions meet operations: cross-selling and its effect on call-center performance"
1045:
1032:
997:
953:
847:
715:
697:
603:
366:
338:
334:
241:
183:
164:
150:
131:
75:
2560:
2342:
Aguir, Salah; Karaesmen, Fikri; Aksin, O. Zeynep; Chauvet, Fabrice; et al. (2004).
874:
Call centre operations have been supported by mathematical models beyond queueing, with
721:
Developers use APIs to enhance cloud-based call centre platform functionality—including
2640:
Psychosocial risk factors in call centres: An evaluation of work design and well-being.
2614:
1747:
Brown, L.; Gans, N.; Mandelbaum, A.; Sakov, A.; Shen, H.; Zeltyn, S.; Zhao, L. (2005).
1365:
936:
596:
581:
192:
141:
101:
96:
863:.) Statistical analysis of call centre data has suggested arrivals are governed by an
803:
These healthcare call centres are designed to help streamline communications, enhance
2759:
2525:
2328:
2030:
1980:
1572:
1027:
710:(SaaS) platforms can integrate their functionality with cloud-based applications for
658:
607:
458:
326:
290:
234:
174:
121:
2422:
2293:
2225:
2380:
1799:"A Primer On Two Call Center Staffing Methods for Call Center Workforce Management"
1777:
362:
2611:
Cusack M., "Online Customer Care", American Society for Quality (ASQ) Press, 2000.
2161:
2091:
2019:
1995:"The Call Center Answer Team reaches out to the industry for to crack a tough nut"
1320:
513:
493:
is involved in assisting unionisation in the call center industry, and in Germany
50:
2673:
2637:
1972:
1114:
599:
factors, past performance, and percentage likelihood of closing a sale per lead.
2716:
2694:
860:
856:
738:
647:
573:
548:
A typical call centre telephone. Note: no handset; phone is for headset use only
490:
342:
225:
106:
2705:
2683:
2482:
2060:"Tone-deaf to customer complaints, Dell opens yet another call center in India"
1769:
1483:
1421:"The History and Advancement of the Contact Center and the Customer Experience"
1094:
960:
gave an often distorted although humorous view of life in a Welsh call centre.
2372:
2285:
1726:
1584:
1224:"The History of the Call Center Explains How Customer Service Got So Annoying"
42:
2320:
2069:
1492:
1466:
2539:
1624:
1517:
762:
Companies that regularly utilise outsourced contact centre services include
470:
318:
248:
220:
2490:
2414:
1842:
1645:
1164:"Call Center Outsourcing: Pros, Cons & Best Practices – Forbes Advisor"
940:, among others. An Indian call centre is also the subject of the 2006 film
17:
2730:
1935:
1241:
1040:
2143:
1904:
70:
1876:
European Foundation for the Improvement of Living and Working Conditions
1850:
807:
and satisfaction, reduce expenses and improve operational efficiencies.
706:(APIs), hosted and on-demand call centres that are built on cloud-based
2217:
2183:
2130:. Lecture Notes in Computer Science. Vol. 3029. Berlin: Springer.
1683:. Educational Institute of the American Hotel & Motel Association.
1438:
417:
397:
322:
2517:
1467:"A review of natural language processing in contact centre automation"
1620:
1168:
771:
670:
666:
482:
2175:
1599:"Orange currently outsources work to Indian units of Convergys Corp"
1300:"Improving Call Center Jobs a Top Priority for CWA Customer Service"
2241:"Using personality to predict outbound call center job performance"
2135:
653:
runs. Agents connect to the vendor's equipment through traditional
2064:
1706:"Telephone Call Centers: Tutorial, Review, and Research Prospects"
913:
779:
512:
416:
370:
284:
65:
916:
have been the focus of several documentary films, the 2004 film
775:
517:
Call centre worker confined to a small workstation/booth, using
477:
represents unionised workers; their activities form part of the
2645:
Working the Night Shift: Women in India's Call Center Industry
1543:"Computer Technology Opens a World of Work to Disabled People"
588:
and many other technologies to improve agent productivity and
354:
2617:, "Call Center Management on Fast Forward", ICMI Press, 2006.
1368:, "Call Center Management on Fast Forward (Third Edition)",
27:
Office dealing with a large volume of enquiries by telephone
2743:
Call Centers (Centres) Research Bibliography with Abstracts
918:
Thomas L. Friedman Reporting: The Other Side of Outsourcing
505:
online and offline tools to improve customer interactions.
376:
A call center was previously seen as an open workspace for
2127:
Data Mining Approach for Analyzing Call Center Performance
1162:
Jolaoso, Christiana (4 February 2024). Main, Kelly (ed.).
1035:, a BBC fly-on-the-wall documentary at a Welsh call centre
2650:
Fluss, Donna, "The Real-Time Contact centre", 2005 AMACOM
1384:"Reinventing customer service: the modern contact center"
978:
potential interest in the products or services offered.
684:
Virtual call centres became increasingly used after the
1872:"Working conditions and health in Swedish call centres"
1149:"How chatbots can provide a better customer experience"
1077:"Contact Center vs Communication Center vs Call Center"
1901:"Hourly Rate Survey Report for Industry: Call Center"
1342:"Uni Global Union's call centre organising campaigns"
341:, emergency notifications, and urgent/critical needs
2629:
Numerical Analysis of Routing Rules for Call centres
1646:"Audi chose Confero as an outsourced contact centre"
421:
A very large call centre in Lakeland, Florida (2006)
2344:"The impact of retrials on call center performance"
1274:Kumar, Pradeep; Schenk, Christopher Robert (2006).
2020:"Who's on the Line? Women in Call Centres Project"
1382:Viswanathan, Ravi; Sandell, Scott (21 June 2016).
1822:Borst, S.; Mandelbaum, A.; Reiman, M. I. (2004).
1749:"Statistical Analysis of a Telephone Call Center"
1714:Manufacturing & Service Operations Management
1677:Kasavana, Michael L.; Brooks, Richard M. (1998).
2027:Atlantic Centre of Excellence for Women's Health
1925:"Advice regarding call centre working practices"
1189:Science and invention in Birmingham#cite note-45
454:and growth in information-dependent industries.
1757:Journal of the American Statistical Association
1617:"adidas setup a dedicated customer care centre"
778:in car manufacturing and charities such as the
1302:. Communication Workers of America. 2010-05-06
1203:. Call Centre Helper Magazine. 19 January 2011
932:1-800-India: Importing a White-Collar Economy
815:Many large hospitality companies such as the
743:Outsourced call centres are often located in
618:Historically call centres have been built on
266:
8:
1704:Gans, N.; Koole, G.; Mandelbaum, A. (2003).
1321:"Call Centre Union Busters Get Wake-Up Call"
1124:
1122:
729:(GUI) controls of administrative functions.
30:For the contact centres in family law, see
446:in 1983. The 1980s saw the development of
321:. An inbound call centre is operated by a
273:
259:
38:
2362:
1482:
1104:
1102:
1079:. EWA Bespoke Communications. 2010-03-26.
2627:Masi D.M.B., Fischer M.J., Harris C.M.,
2092:"Abuse rattles Indian call centre staff"
1999:Q&A: How Many Calls Should I Monitor
560:Call centre technologies often include:
2540:"BBC Three – The Call Centre, Series 1"
2124:Paprzycki, Marcin; et al. (2004).
1068:
247:
240:
233:
205:
182:
149:
83:
57:
41:
1242:"The History of Call Centers Timeline"
946:and a key location in the 2008 film,
457:As call centres expanded, workers in
7:
2001:. callcentermagazine.com. 2003-07-30
869:log-normal service time distribution
770:in the telecommunications industry,
495:Vereinte Dienstleistungsgewerkschaft
329:, for solicitation of charitable or
2631:, Telecommunications Review, 1998,
1344:. Uni Global Union. Archived from
1261:Bottom-Line Call Center Management
878:, which considers a wide range of
774:in the sports and leisure sector,
704:application programming interfaces
568:systems to handle first levels of
25:
1824:"Dimensioning Large Call Centers"
1471:Pattern Analysis and Applications
1147:Brandon Turpin (August 2, 2023).
554:Call-centre technology circa 2005
463:Communications Workers of America
461:began to join unions such as the
2729:
2390:from the original on 2012-07-14.
1860:from the original on 2003-07-05.
1787:from the original on 2015-12-08.
1736:from the original on 2015-12-08.
1680:Managing Front Office Operations
1419:Bernier, Paula (3 August 2012).
1201:"The history of the call center"
1051:
1039:
859:and approximations exist for an
800:outsourced or managed in-house.
712:customer relationship management
566:Interactive Voice Response (IVR)
541:
529:
497:represents call centre workers.
406:customer relationship management
49:
2253:from the original on 2006-09-01
2040:from the original on 2005-02-15
2771:Computer telephony integration
2212:(1). Springer Berlin: 91–110.
1402:"Contact Center Modernization"
1222:Smith, Ernie (5 August 2016).
723:Computer telephony integration
521:Internet-based survey software
1:
1003:List of call centre companies
927:Nalini by Day, Nancy by Night
865:inhomogeneous Poisson process
388:, microcomputer, servers and
289:A 1970 police call centre in
2674:10.1007/978-3-031-10869-3_11
2239:Skyrme, Pamela; et al.
2090:Ahmed, Zubair (2006-02-22).
2058:Shaw, Russell (2006-01-30).
1973:10.1080/03637751.2013.776172
1878:. 2005-06-05. Archived from
1115:10.1007/978-3-031-10869-3_11
993:Business process outsourcing
2717:10.1007/978-1-4419-5951-5_7
2695:10.1007/978-3-319-99344-7_5
2658:Operations Research Letters
2436:Armony, Mor; Itay Gurvich.
1932:Health and Safety Executive
624:automatic call distribution
578:natural language processing
448:toll-free telephone numbers
435:NASA Mission Control Center
2807:
2706:10.1108/IJCHM-08-2022-1037
2684:10.1007/s12525-020-00414-7
2483:10.1037/1076-8998.12.3.301
1770:10.1198/016214504000001808
1484:10.1007/s10044-023-01182-8
1095:10.1007/s12525-020-00414-7
988:Automatic call distributor
840:
736:
695:
641:
628:interactive voice response
479:Australian labour movement
29:
2373:10.1007/s00291-004-0165-7
2286:10.1007/s00291-004-0161-y
1727:10.1287/msom.5.2.79.16071
1660:"Billing and Collections"
1585:10.13140/RG.2.1.2931.9445
901:agent-assisted automation
817:Hilton Hotels Corporation
657:telephone lines, or over
614:Premises-based technology
475:National Union of Workers
443:Oxford English Dictionary
84:Retail goods and services
2321:10.1016/j.jm.2003.01.007
1961:Communication Monographs
1263:. Butterworth-Heinemann.
912:Call centres located in
855:is such a result for an
764:British Sky Broadcasting
727:graphical user interface
584:from past interactions,
315:see spelling differences
2542:. Bbc.co.uk. 2013-12-10
1603:The Wall Street Journal
1518:10.1007/3-540-47728-4_8
1018:Queue management system
620:Private branch exchange
564:software which allowed
394:artificial intelligence
2471:J Occup Health Psychol
2415:10.1287/mnsc.1070.0818
1843:10.1287/opre.1030.0081
1803:Portage Communications
1571:Kumar, Harish (2016).
1276:Paths to Union Renewal
1134:McKinsey & Company
821:Marriott International
522:
427:off-premises extension
422:
392:. It is expected that
294:
2561:"Appointment Setting"
2309:Journal of Management
1509:Networking — ICN 2001
1058:Telephones portal
880:optimisation problems
708:software as a service
644:Software as a service
590:customer satisfaction
516:
452:long-distance calling
420:
359:live support software
303:Commonwealth spelling
288:
226:Live support software
2741:Mandelbaum, Avishai
2738:at Wikimedia Commons
1023:Skills based routing
934:, and the 2006 film
745:developing countries
632:skills-based routing
2072:on January 23, 2009
1831:Operations Research
1278:. Broadview Press.
1046:Business portal
1008:Predictive dialling
964:Appointment Setting
956:documentary series
949:Slumdog Millionaire
876:operations research
843:Erlang distribution
837:Mathematical theory
797:healthcare industry
702:Through the use of
638:Virtual call centre
467:United Steelworkers
331:political donations
170:Trading communities
160:Comparison shopping
2748:2017-04-29 at the
2450:on 24 January 2009
2403:Management Science
2218:10.1007/BF02578926
1541:David S. Joachim.
1013:Operator messaging
853:Erlang's C formula
749:in the Philippines
586:support automation
562:speech recognition
523:
423:
378:call center agents
295:
2734:Media related to
2585:"Lead Generation"
2518:10.1353/cj.0.0164
2153:978-3-540-22007-7
1664:Modern Healthcare
1527:978-3-540-42302-7
1259:Butler, David L.
1136:. March 27, 2023.
920:, the 2005 films
805:patient retention
686:COVID-19 pandemic
311:American spelling
283:
282:
32:children's centre
16:(Redirected from
2798:
2791:Customer service
2733:
2599:
2598:
2596:
2595:
2581:
2575:
2574:
2572:
2571:
2557:
2551:
2550:
2548:
2547:
2536:
2530:
2529:
2501:
2495:
2494:
2466:
2460:
2459:
2457:
2455:
2449:
2443:. Archived from
2442:
2433:
2427:
2426:
2398:
2392:
2391:
2389:
2366:
2348:
2339:
2333:
2332:
2304:
2298:
2297:
2269:
2263:
2262:
2260:
2258:
2252:
2245:
2236:
2230:
2229:
2201:
2195:
2194:
2192:
2190:
2172:
2166:
2165:
2121:
2115:
2112:
2106:
2105:
2103:
2102:
2087:
2081:
2080:
2078:
2077:
2068:. Archived from
2055:
2049:
2048:
2046:
2045:
2039:
2024:
2016:
2010:
2009:
2007:
2006:
1991:
1985:
1984:
1956:
1950:
1949:
1947:
1946:
1940:
1934:. Archived from
1929:
1921:
1915:
1914:
1912:
1911:
1897:
1891:
1890:
1888:
1887:
1868:
1862:
1861:
1859:
1828:
1819:
1813:
1812:
1810:
1809:
1795:
1789:
1788:
1786:
1753:
1744:
1738:
1737:
1735:
1710:
1701:
1695:
1694:
1674:
1668:
1667:
1656:
1650:
1649:
1642:
1636:
1635:
1633:
1632:
1623:. Archived from
1613:
1607:
1606:
1595:
1589:
1588:
1568:
1562:
1561:
1559:
1558:
1549:. Archived from
1538:
1532:
1531:
1503:
1497:
1496:
1486:
1462:
1456:
1455:
1450:
1449:
1435:
1429:
1428:
1416:
1410:
1409:
1398:
1392:
1391:
1379:
1373:
1363:
1357:
1356:
1354:
1353:
1338:
1332:
1331:
1329:
1328:
1323:. Workers Online
1317:
1311:
1310:
1308:
1307:
1296:
1290:
1289:
1271:
1265:
1264:
1256:
1250:
1249:
1238:
1232:
1231:
1219:
1213:
1212:
1210:
1208:
1197:
1191:
1186:
1180:
1179:
1177:
1176:
1159:
1153:
1152:
1144:
1138:
1137:
1126:
1117:
1106:
1097:
1087:
1081:
1080:
1073:
1056:
1055:
1054:
1044:
1043:
908:Media portrayals
893:right to privacy
867:and jobs have a
570:customer support
545:
533:
487:UNI Global Union
382:computer network
275:
268:
261:
207:Customer service
53:
39:
21:
2806:
2805:
2801:
2800:
2799:
2797:
2796:
2795:
2756:
2755:
2750:Wayback Machine
2726:
2721:
2607:
2605:Further reading
2602:
2593:
2591:
2583:
2582:
2578:
2569:
2567:
2559:
2558:
2554:
2545:
2543:
2538:
2537:
2533:
2503:
2502:
2498:
2468:
2467:
2463:
2453:
2451:
2447:
2440:
2435:
2434:
2430:
2400:
2399:
2395:
2387:
2364:10.1.1.579.9384
2346:
2341:
2340:
2336:
2306:
2305:
2301:
2271:
2270:
2266:
2256:
2254:
2250:
2243:
2238:
2237:
2233:
2203:
2202:
2198:
2188:
2186:
2174:
2173:
2169:
2154:
2123:
2122:
2118:
2113:
2109:
2100:
2098:
2089:
2088:
2084:
2075:
2073:
2057:
2056:
2052:
2043:
2041:
2037:
2022:
2018:
2017:
2013:
2004:
2002:
1993:
1992:
1988:
1958:
1957:
1953:
1944:
1942:
1938:
1927:
1923:
1922:
1918:
1909:
1907:
1899:
1898:
1894:
1885:
1883:
1870:
1869:
1865:
1857:
1826:
1821:
1820:
1816:
1807:
1805:
1797:
1796:
1792:
1784:
1751:
1746:
1745:
1741:
1733:
1708:
1703:
1702:
1698:
1691:
1676:
1675:
1671:
1658:
1657:
1653:
1644:
1643:
1639:
1630:
1628:
1615:
1614:
1610:
1597:
1596:
1592:
1570:
1569:
1565:
1556:
1554:
1540:
1539:
1535:
1528:
1505:
1504:
1500:
1464:
1463:
1459:
1447:
1445:
1437:
1436:
1432:
1418:
1417:
1413:
1400:
1399:
1395:
1381:
1380:
1376:
1366:Cleveland, Brad
1364:
1360:
1351:
1349:
1340:
1339:
1335:
1326:
1324:
1319:
1318:
1314:
1305:
1303:
1298:
1297:
1293:
1286:
1273:
1272:
1268:
1258:
1257:
1253:
1240:
1239:
1235:
1221:
1220:
1216:
1206:
1204:
1199:
1198:
1194:
1187:
1183:
1174:
1172:
1161:
1160:
1156:
1146:
1145:
1141:
1128:
1127:
1120:
1107:
1100:
1088:
1084:
1075:
1074:
1070:
1066:
1052:
1050:
1038:
1033:The Call Centre
998:Call management
984:
975:
973:Lead Generation
966:
958:The Call Centre
954:fly on the wall
952:. The 2014 BBC
910:
888:
848:Queueing theory
845:
839:
834:
813:
793:
788:
741:
735:
716:lead management
700:
698:Cloud computing
694:
692:Cloud computing
650:
640:
616:
604:universal queue
558:
557:
556:
555:
551:
550:
549:
546:
538:
537:
534:
511:
415:
367:instant message
339:market research
335:debt collection
279:
242:Purchase-to-pay
184:Mobile commerce
165:Social commerce
151:Online shopping
76:Streaming media
58:Digital content
35:
28:
23:
22:
15:
12:
11:
5:
2804:
2802:
2794:
2793:
2788:
2783:
2778:
2773:
2768:
2758:
2757:
2754:
2753:
2739:
2725:
2724:External links
2722:
2720:
2719:
2708:
2697:
2686:
2676:
2665:
2654:
2651:
2648:
2641:
2635:
2625:
2618:
2615:Brad Cleveland
2612:
2608:
2606:
2603:
2601:
2600:
2589:www.xlmg.co.uk
2576:
2565:www.xlmg.co.uk
2552:
2531:
2506:Cinema Journal
2496:
2461:
2428:
2409:(2): 384–399.
2393:
2357:(3): 353–376.
2334:
2315:(1): 149–160.
2299:
2280:(3): 331–352.
2264:
2231:
2196:
2167:
2152:
2136:10.1007/b97304
2116:
2107:
2082:
2050:
2011:
1986:
1967:(2): 199–219.
1951:
1916:
1892:
1863:
1814:
1790:
1764:(469): 36–50.
1739:
1696:
1689:
1669:
1651:
1637:
1608:
1590:
1563:
1547:New York Times
1533:
1526:
1498:
1477:(3): 823–846.
1457:
1430:
1411:
1393:
1374:
1358:
1333:
1312:
1291:
1284:
1266:
1251:
1233:
1214:
1192:
1181:
1154:
1139:
1118:
1098:
1082:
1067:
1065:
1062:
1061:
1060:
1048:
1036:
1030:
1025:
1020:
1015:
1010:
1005:
1000:
995:
990:
983:
980:
974:
971:
965:
962:
937:Bombay Calling
909:
906:
887:
884:
838:
835:
833:
830:
812:
809:
792:
789:
787:
784:
734:
731:
696:Main article:
693:
690:
639:
636:
615:
612:
582:best practices
553:
552:
547:
540:
539:
535:
528:
527:
526:
525:
524:
510:
507:
414:
411:
347:contact centre
281:
280:
278:
277:
270:
263:
255:
252:
251:
245:
244:
238:
237:
231:
230:
229:
228:
223:
218:
210:
209:
203:
202:
201:
200:
195:
187:
186:
180:
179:
178:
177:
172:
167:
162:
154:
153:
147:
146:
145:
144:
139:
134:
129:
124:
119:
114:
109:
104:
99:
94:
86:
85:
81:
80:
79:
78:
73:
68:
60:
59:
55:
54:
46:
45:
26:
24:
14:
13:
10:
9:
6:
4:
3:
2:
2803:
2792:
2789:
2787:
2784:
2782:
2779:
2777:
2776:Telemarketing
2774:
2772:
2769:
2767:
2764:
2763:
2761:
2751:
2747:
2744:
2740:
2737:
2732:
2728:
2727:
2723:
2718:
2714:
2709:
2707:
2703:
2698:
2696:
2692:
2687:
2685:
2681:
2677:
2675:
2671:
2666:
2664:(6), 839–845.
2663:
2659:
2655:
2652:
2649:
2646:
2643:Reena Patel,
2642:
2639:
2636:
2634:
2630:
2626:
2623:
2619:
2616:
2613:
2610:
2609:
2604:
2590:
2586:
2580:
2577:
2566:
2562:
2556:
2553:
2541:
2535:
2532:
2527:
2523:
2519:
2515:
2512:(1): 82–102.
2511:
2507:
2500:
2497:
2492:
2488:
2484:
2480:
2477:(3): 301–18.
2476:
2472:
2465:
2462:
2446:
2439:
2432:
2429:
2424:
2420:
2416:
2412:
2408:
2404:
2397:
2394:
2386:
2382:
2378:
2374:
2370:
2365:
2360:
2356:
2352:
2345:
2338:
2335:
2330:
2326:
2322:
2318:
2314:
2310:
2303:
2300:
2295:
2291:
2287:
2283:
2279:
2275:
2268:
2265:
2249:
2242:
2235:
2232:
2227:
2223:
2219:
2215:
2211:
2207:
2200:
2197:
2185:
2181:
2177:
2171:
2168:
2163:
2159:
2155:
2149:
2145:
2144:1959.17/43613
2141:
2137:
2133:
2129:
2128:
2120:
2117:
2111:
2108:
2097:
2093:
2086:
2083:
2071:
2067:
2066:
2061:
2054:
2051:
2036:
2032:
2031:Health Canada
2028:
2021:
2015:
2012:
2000:
1996:
1990:
1987:
1982:
1978:
1974:
1970:
1966:
1962:
1955:
1952:
1941:on 2009-02-20
1937:
1933:
1926:
1920:
1917:
1906:
1902:
1896:
1893:
1882:on 2008-06-20
1881:
1877:
1873:
1867:
1864:
1856:
1852:
1848:
1844:
1840:
1836:
1832:
1825:
1818:
1815:
1804:
1800:
1794:
1791:
1783:
1779:
1775:
1771:
1767:
1763:
1759:
1758:
1750:
1743:
1740:
1732:
1728:
1724:
1721:(2): 79–141.
1720:
1716:
1715:
1707:
1700:
1697:
1692:
1690:9780866121798
1686:
1682:
1681:
1673:
1670:
1666:. 2019-01-30.
1665:
1661:
1655:
1652:
1647:
1641:
1638:
1627:on 2013-10-27
1626:
1622:
1618:
1612:
1609:
1604:
1600:
1594:
1591:
1586:
1582:
1578:
1574:
1567:
1564:
1553:on 2010-03-23
1552:
1548:
1544:
1537:
1534:
1529:
1523:
1519:
1515:
1511:
1510:
1502:
1499:
1494:
1490:
1485:
1480:
1476:
1472:
1468:
1461:
1458:
1454:
1444:
1440:
1434:
1431:
1426:
1422:
1415:
1412:
1407:
1403:
1397:
1394:
1389:
1385:
1378:
1375:
1371:
1367:
1362:
1359:
1348:on 2008-06-15
1347:
1343:
1337:
1334:
1322:
1316:
1313:
1301:
1295:
1292:
1287:
1285:1-55193-058-7
1281:
1277:
1270:
1267:
1262:
1255:
1252:
1248:. 2017-12-20.
1247:
1243:
1237:
1234:
1229:
1225:
1218:
1215:
1202:
1196:
1193:
1190:
1185:
1182:
1171:
1170:
1165:
1158:
1155:
1150:
1143:
1140:
1135:
1131:
1125:
1123:
1119:
1116:
1112:
1105:
1103:
1099:
1096:
1092:
1086:
1083:
1078:
1072:
1069:
1063:
1059:
1049:
1047:
1042:
1037:
1034:
1031:
1029:
1028:Virtual queue
1026:
1024:
1021:
1019:
1016:
1014:
1011:
1009:
1006:
1004:
1001:
999:
996:
994:
991:
989:
986:
985:
981:
979:
972:
970:
963:
961:
959:
955:
951:
950:
945:
944:
939:
938:
933:
929:
928:
923:
922:John and Jane
919:
915:
907:
905:
902:
896:
894:
885:
883:
881:
877:
872:
870:
866:
862:
858:
854:
849:
844:
836:
831:
829:
827:
822:
818:
810:
808:
806:
801:
798:
790:
785:
783:
781:
777:
773:
769:
765:
760:
758:
754:
750:
746:
740:
732:
730:
728:
724:
719:
717:
713:
709:
705:
699:
691:
689:
687:
682:
680:
676:
672:
668:
662:
660:
659:voice over IP
656:
649:
645:
637:
635:
633:
629:
625:
621:
613:
611:
609:
608:virtual queue
605:
600:
598:
597:socioeconomic
593:
591:
587:
583:
579:
575:
571:
567:
563:
544:
532:
520:
515:
508:
506:
504:
498:
496:
492:
488:
484:
480:
476:
472:
468:
464:
460:
459:North America
455:
453:
449:
445:
444:
438:
436:
430:
428:
419:
412:
410:
407:
401:
399:
395:
391:
387:
383:
379:
374:
372:
368:
364:
360:
356:
352:
348:
344:
340:
336:
332:
328:
327:telemarketing
324:
320:
316:
312:
308:
304:
300:
292:
291:Brierley Hill
287:
276:
271:
269:
264:
262:
257:
256:
254:
253:
250:
246:
243:
239:
236:
235:E-procurement
232:
227:
224:
222:
219:
217:
214:
213:
212:
211:
208:
204:
199:
196:
194:
191:
190:
189:
188:
185:
181:
176:
173:
171:
168:
166:
163:
161:
158:
157:
156:
155:
152:
148:
143:
140:
138:
135:
133:
130:
128:
125:
123:
120:
118:
117:Food ordering
115:
113:
110:
108:
105:
103:
100:
98:
95:
93:
90:
89:
88:
87:
82:
77:
74:
72:
69:
67:
64:
63:
62:
61:
56:
52:
48:
47:
44:
40:
37:
33:
19:
2736:call centres
2661:
2657:
2644:
2628:
2622:Call centres
2621:
2620:Kennedy I.,
2592:. Retrieved
2588:
2579:
2568:. Retrieved
2564:
2555:
2544:. Retrieved
2534:
2509:
2505:
2499:
2474:
2470:
2464:
2452:. Retrieved
2445:the original
2431:
2406:
2402:
2396:
2354:
2350:
2337:
2312:
2308:
2302:
2277:
2273:
2267:
2255:. Retrieved
2234:
2209:
2205:
2199:
2187:. Retrieved
2170:
2126:
2119:
2110:
2099:. Retrieved
2095:
2085:
2074:. Retrieved
2070:the original
2063:
2053:
2042:. Retrieved
2026:
2014:
2003:. Retrieved
1998:
1989:
1964:
1960:
1954:
1943:. Retrieved
1936:the original
1919:
1908:. Retrieved
1895:
1884:. Retrieved
1880:the original
1866:
1837:(1): 17–34.
1834:
1830:
1817:
1806:. Retrieved
1802:
1793:
1761:
1755:
1742:
1718:
1712:
1699:
1679:
1672:
1663:
1654:
1640:
1629:. Retrieved
1625:the original
1611:
1602:
1593:
1577:Researchgate
1576:
1566:
1555:. Retrieved
1551:the original
1546:
1536:
1508:
1501:
1474:
1470:
1460:
1452:
1446:. Retrieved
1442:
1433:
1424:
1414:
1405:
1396:
1387:
1377:
1369:
1361:
1350:. Retrieved
1346:the original
1336:
1325:. Retrieved
1315:
1304:. Retrieved
1294:
1275:
1269:
1260:
1254:
1245:
1236:
1227:
1217:
1205:. Retrieved
1195:
1184:
1173:. Retrieved
1167:
1157:
1142:
1132:. New York:
1085:
1071:
976:
967:
957:
947:
941:
935:
931:
925:
921:
917:
911:
897:
889:
873:
846:
826:1-800 number
814:
802:
794:
761:
742:
720:
701:
683:
663:
651:
617:
601:
594:
559:
503:multichannel
499:
456:
441:
439:
431:
424:
402:
384:, including
375:
363:social media
346:
306:
298:
296:
215:
137:Ride-hailing
112:Distribution
36:
2781:Outsourcing
2766:Call centre
2638:HSE website
2351:OR Spectrum
2274:OR Spectrum
2184:10919/31704
1406:Genesys.com
1207:29 November
861:M/G/k queue
857:M/M/c queue
811:Hospitality
739:Outsourcing
733:Outsourcing
648:Remote work
574:text mining
536:Workstation
491:Switzerland
343:blood banks
307:call center
299:call centre
216:Call centre
127:Marketplace
107:DVD-by-mail
92:Advertising
18:Call Center
2760:Categories
2633:noblis.org
2594:2023-06-27
2570:2023-05-20
2546:2017-12-10
2101:2008-06-05
2076:2008-06-05
2044:2008-06-05
2005:2008-06-05
1945:2008-06-05
1910:2008-06-05
1886:2008-05-29
1808:2016-10-14
1648:. Confero.
1631:2014-11-26
1557:2010-03-15
1448:2023-05-04
1425:Tmcnet.com
1370:ICMI Press
1352:2008-07-08
1327:2008-07-08
1306:2011-02-23
1246:Voxjar.com
1175:2024-02-14
1064:References
943:Outsourced
841:See also:
832:Evaluation
791:Healthcare
786:Industries
753:Bangladesh
737:See also:
718:and more.
642:See also:
509:Technology
386:mainframes
249:Super-apps
43:E-commerce
2786:Telephony
2526:144859546
2359:CiteSeerX
2329:145705159
1981:143554201
1493:1433-755X
1439:"CallWeb"
886:Criticism
471:Australia
319:telephone
293:, England
221:Help desk
198:Ticketing
2746:Archived
2491:17638495
2423:17749514
2385:Archived
2294:60731382
2248:Archived
2226:62154813
2096:BBC News
2035:Archived
1905:PayScale
1855:Archived
1851:30036558
1782:Archived
1731:Archived
1228:Vice.com
982:See also
465:and the
437:events.
398:chatbots
132:Pharmacy
97:Auctions
71:Software
2381:6818864
1778:1639154
1443:CallWeb
1408:. 2016.
1388:Nea.com
714:(CRM),
519:CallWeb
413:History
396:-based
351:letters
323:company
193:Payment
122:Grocery
102:Banking
2668:Cham.
2524:
2489:
2454:1 July
2421:
2379:
2361:
2327:
2292:
2257:1 July
2224:
2189:1 July
2162:463672
2160:
2150:
1979:
1849:
1776:
1687:
1621:Adidas
1524:
1491:
1372:, 2012
1282:
1169:Forbes
1151:. IBM.
1109:Cham.
930:, and
772:Adidas
768:Orange
755:, and
671:Dialer
667:webRTC
630:, and
483:Europe
473:, the
369:, and
175:Wallet
142:Travel
2522:S2CID
2448:(PDF)
2441:(PDF)
2419:S2CID
2388:(PDF)
2377:S2CID
2347:(PDF)
2325:S2CID
2290:S2CID
2251:(PDF)
2244:(PDF)
2222:S2CID
2158:S2CID
2065:ZDNet
2038:(PDF)
2023:(PDF)
1977:S2CID
1939:(PDF)
1928:(PDF)
1858:(PDF)
1847:JSTOR
1827:(PDF)
1785:(PDF)
1774:S2CID
1752:(PDF)
1734:(PDF)
1709:(PDF)
1579:: 6.
914:India
780:RSPCA
757:India
481:. In
469:. In
371:email
355:faxes
305:) or
66:Ebook
2487:PMID
2456:2008
2259:2008
2191:2008
2148:ISBN
1685:ISBN
1522:ISBN
1489:ISSN
1280:ISBN
1209:2014
819:and
795:The
776:Audi
766:and
679:IVRS
677:and
655:PSTN
646:and
602:The
390:LANs
345:. A
2713:doi
2702:doi
2691:doi
2680:doi
2670:doi
2514:doi
2479:doi
2411:doi
2369:doi
2317:doi
2282:doi
2214:doi
2206:Top
2180:hdl
2140:hdl
2132:doi
1969:doi
1839:doi
1766:doi
1762:100
1723:doi
1581:doi
1514:doi
1479:doi
1111:doi
1091:doi
675:ACD
489:of
2762::
2662:44
2660:,
2587:.
2563:.
2520:.
2510:49
2508:.
2485:.
2475:12
2473:.
2417:.
2407:54
2405:.
2383:.
2375:.
2367:.
2355:26
2353:.
2349:.
2323:.
2313:30
2311:.
2288:.
2278:26
2276:.
2246:.
2220:.
2210:12
2208:.
2178:.
2156:.
2146:.
2138:.
2094:.
2062:.
2033:.
2029:.
2025:.
1997:.
1975:.
1965:80
1963:.
1930:.
1903:.
1874:.
1853:.
1845:.
1835:52
1833:.
1829:.
1801:.
1780:.
1772:.
1760:.
1754:.
1729:.
1717:.
1711:.
1662:.
1619:.
1601:.
1575:.
1545:.
1520:.
1487:.
1475:26
1473:.
1469:.
1451:.
1441:.
1423:.
1404:.
1386:.
1244:.
1226:.
1166:.
1121:^
1101:^
924:,
895:.
782:.
759:.
751:,
681:.
673:,
634:.
626:,
576:,
572:,
485:,
373:.
365:,
361:,
357:,
353:,
337:,
333:,
313:;
297:A
2715::
2704::
2693::
2682::
2672::
2597:.
2573:.
2549:.
2528:.
2516::
2493:.
2481::
2458:.
2425:.
2413::
2371::
2331:.
2319::
2296:.
2284::
2261:.
2228:.
2216::
2193:.
2182::
2164:.
2142::
2134::
2104:.
2079:.
2047:.
2008:.
1983:.
1971::
1948:.
1913:.
1889:.
1841::
1811:.
1768::
1725::
1719:5
1693:.
1634:.
1605:.
1587:.
1583::
1560:.
1530:.
1516::
1495:.
1481::
1427:.
1390:.
1355:.
1330:.
1309:.
1288:.
1230:.
1211:.
1178:.
1113::
1093::
851:(
309:(
301:(
274:e
267:t
260:v
34:.
20:)
Text is available under the Creative Commons Attribution-ShareAlike License. Additional terms may apply.
