A call center is a functional team in the service department that takes inbound and outbound phone calls from customers. Each call is managed by representatives, who also keep track of ongoing cases and transactions. Team leaders use call center software to distribute inquiries and interact with customers worldwide in order to keep their teams organized.

Call centers can be proactive (outbound) or reactive (inbound) in customer service. This indicates that they can either provide traditional support and respond to incoming calls or reach customers with service offers. In order to strengthen customer relationships and take advantage of timely opportunities to up-sell and cross-sell, many businesses now provide proactive customer service.

Additionally, call centers can be hired as a third-party provider or owned by the parent company. Both options have advantages and disadvantages that affect the success of the customer service department, depending on the requirements of the business. Third-party call centers, for instance, are more effective, but they may not be as familiar with the product, service, or reputation of the brand. If you're looking for a job in a call center, find out if it's owned by the parent company or a third-party provider.