What are call centers?
A call center is a central customer service operation where agents (often called customer care specialists or customer service representatives) handle telephone calls on behalf of a client. Clients include mail-order catalog houses, telemarketing companies, computer product help desks, banks, financial service and insurance groups, transportation and freight handling firms, hotels and IT companies. The size of an operation is described in terms of the number of “seats.” A seat consists of a station with two or three people alternating in several shifts to provide 24-hour call center service. The industry’s main target markets include the United States, Australia and the United Kingdom. Many factors contribute to the local industry’s sizzling development pace. One is the rising cost of doing business in industrialized countries like the United States, forcing foreign companies to downsize and outsource peripheral e-services to developing countries like the Philippines to cut overheads.
