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Call Center Overview

Call centers can be "in-house" or "outsourcing". In-house call centers function as a part of a business and provide service to that business. An outsourcing call center is a business that provides call center services to other companies.

Another important distinction is that call centers can handle inbound calls, outbound calls, or both. Inbound call centers are reactive in nature and must staff accordingly; they react to calls when they occur. Outgoing call centers, sometimes called telemarketing centers, are proactive in nature, hiring and scheduling staff to make calls to specific individuals at certain times. Though seemingly similar in nature, inbound and outbound centers have very distinct and dynamic differences.

Starting a call center is a complex, time-consuming, and expensive task. The steps to do so vary depending on rather you plan to be an in-house or outsourcing call center. Similarly, the equipment that you need is different for an inbound center than it is for an outbound center.

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