What is call center outsourcing?

Call center outsourcing is the process of outsourcing tele-calling related activities of an organization to a specialized external third party vendor. Advancements in Information Technology in the past two decades has led to a tremendous growth of this industry as it allowed organizations to engage the services of third party vendors based at remote locations at lesser costs to fulfill their business call center needs. Call center services usually of two kinds - outbound and inbound services. Outbound services include sales processes. Inbound services include customer support and technical support services. Calls are attended by call center agents who are trained individual human resources. IN the past few years, may call centers have started automating certain parts of the calling process with Interactive Voice Response technology.