A call center is a centralized department or facility that handles incoming and outgoing telephone calls for a business or organization. It serves as a primary point of contact between a company and its customers, providing support, answering questions, resolving issues, and sometimes making sales or conducting outreach.

Modern call centers often go beyond voice communication, integrating channels like email, live chat, social media, and SMS to create a more comprehensive customer experience. Depending on their function, call centers may be classified as:

• Inbound call centers – Focused on receiving calls from customers seeking assistance, information, or technical support.
  
  
• Outbound call centers – Primarily responsible for making calls, such as telemarketing, sales follow-ups, surveys, or collections.
  
  
• Blended call centers – Handle both incoming and outgoing calls to maximize efficiency.
  
  

Call centers can be located on-site, outsourced to third-party providers, or operated virtually with remote agents. They play a critical role in maintaining customer satisfaction, building brand loyalty, and driving business performance through effective communication and problem resolution.