What is the primary focus of a call center?

The primary focus of a call center is offering customer service over the phone. This definition underscores the traditional role of call centers, which has historically revolved around voice communication as the primary mode of interaction with customers. Call centers are designed to handle a higher volume of inbound and outbound phone calls, providing support for inquiries, issue resolution, and information dissemination.

While multi-channel support, handling online chat inquiries, and managing social media interactions are essential components of a broader customer service strategy, they typically fall under the umbrella of contact centers. Contact centers incorporate various communication methods, including phone, chat, email, and social media, to engage with customers. However, the essence of a call center is rooted in telephone interactions, making it distinct in its focus on providing phone-based support.