Call center is also called call center or customer service center. Its early application is today's hotline and consultation telephone. Trained telephone operators specialize in answering and handling all kinds of questions of calling customers, such as consultation, complaints and suggestions. With the development of computer technology, communication technology, network technology and customers' needs and services in all walks of life, it is actually difficult to give an accurate definition of modern call center. Almost every application system of CTI technology can generally be called a call center, and even the seats can be called a call center. Especially in recent years, with the popularization of computer technology and the low price of software and hardware, call centers have changed from some high-end aristocratic enterprises to civilian applications, and call centers have become popular.
Modern call center has involved computer (software and hardware) technology, internet technology, computer telephone integration (CTI), data warehouse (business intelligence BI) technology, customer relationship management (CRM) technology, PBX communication technology, enterprise ERP technology, enterprise management, project management, team management and many other aspects. Become a unified and efficient service platform, concentrate the services provided by various functional departments within the enterprise on a unified external contact window, and adopt a unified standard service interface to provide users with systematic, intelligent, personalized and humanized services. Call center has become a complete integrated information service system connecting enterprises and an indispensable part of enterprise operation.