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The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
In computer telephony an automatic dialler (shortened to an auto-dialler or more simply in context just a dialler, and also known as an outbound dialler) is a computer system that makes outgoing calls from a call centre to customers from call agents based upon a loaded list of contacts.
The term might have originated [citation needed] from the cheap, hastily arranged office space used by such firms, often just a few desks in the basement or utility room of an existing office building, with the "heat" and "pressure" of close quarters, and fast-paced sales tactics analogous to the conditions in a boiler and, in the former case, its surrounding room.
This is also the reason for the shift in nomenclature from "call centers" to "contact centers", "contact" being a wider term than "call". Respecting the trend, contact center owners need to adopt unified communication or multi-channel approach to let customers get in touch with them via their preferred communication mediums, either voice or non ...
For example, a dialer could be programmed to use one service provider for international calls and another for cellular calls. This process is known as prefix insertion or least cost routing . A line-powered dialer does not need any external power but instead takes the power it needs from the telephone line.
Company Founded Employees Revenue Locations Atento: 1999 154,000 Concentrix: 1983 290,000+ US$5.3 billion (2020) Conduent: 3 January 2017 31,000 (2021) US$4.140 billion (2021) 22 countries (2021)
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