Financial Glossary: Call Center


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Call Center

Call Center

Centralized customer service and sales facility through which a majority (and sometimes all) of customer calls are routed.

A call centre or call center (see spelling differences) is a centralized office used for the purpose of receiving and transmitting a large Volume of requests by telephone.

The idea is to equip call center staff with access to customer relationship information so they can answer the customers' question on the first phone call, significantly reducing the amount of research staff and overhead a bank must support. This can either be run by the bank itself or by a third party service provider on behalf of the bank.

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