An independent organisation or department within a company that provides a free or low-cost telephone enquiry customer service. Call centre staff, for example, give out information, take orders, field suggestions and complaints or deal with account queries. Call centres can specialise in telephone banking, or telesales and marketing (involving making contact with potential clients to sell products and services) or market research. Call centres can be part of a company and deal only with that company’s business, or can be independent specialist organisations contracted to conduct telephone-based business on behalf of client companies.
Source: Brockhaus - Die Enzyklopädie