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A call centre or call center is a centralised office used for receiving or transmitting a large volume of requests by telephone. An inbound call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outbound call centers are operated for telemarketing, solicitation of charitable or political donations, debt collection and market research. A contact centre is a location for centralised handling of individual communications, including letters, faxes, live support software, social media, instant message, and e-mail.〔(【引用サイトリンク】title=Contact Centre vs Communication Centre vs Call Centre )〕 A call centre has an open workspace for call centre agents, with work stations that include a computer for each agent, a telephone set/headset connected to a telecom switch, and one or more supervisor stations. It can be independently operated or networked with additional centres, often linked to a corporate computer network, including mainframes, microcomputers and LANs. Increasingly, the voice and data pathways into the centre are linked through a set of new technologies called computer telephony integration. The contact centre is a central point from which all customer contacts are managed. Through contact centres, valuable information about company are routed to appropriate people, contacts to be tracked and data to be gathered. It is generally a part of company’s customer relationship management. A contact centre can be defined as a coordinated system of people, processes, technologies and strategies that provides access to information, resources, and expertise, through appropriate channels of communication, enabling interactions that create value for the customer and organization.〔Cleveland, Brad, "Call Center Management on Fast Forward (Third Edition)", ''ICMI Press'', 2012〕 Contact centres, along with call centres and communication centres all fall under a larger umbrella labelled as the contact centre management industry. This is becoming a rapidly growing recruitment sector in itself, as the capabilities of contact centres expand and thus require ever more complex systems and highly skilled operational and management staff.〔(【引用サイトリンク】title=Cactus Search - List of Call Centre Management Roles We Recruit )〕 The majority of large companies use contact centres as a means of managing their customer interaction. These centres can be operated by either an in house department responsible or outsourcing customer interaction to a third party agency (known as Outsourcing Call Centres). ==History== The earliest call centers were created during the 1960s, and were known as "Private Automated Business Exchanges" (PABX). The earliest example of a call centre was in the UK is at the Birmingham Press and Mail.〔Science and invention in Birmingham#cite note-45〕 They had a GEC PABX 4 ACD, installed in 1965. The coining of the term "call center" is more recent, with the first published use of the term in 1983. 抄文引用元・出典: フリー百科事典『 ウィキペディア（Wikipedia）』 ■ウィキペディアで「Call centre」の詳細全文を読む スポンサード リンク
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