# Customer Contact Center

*/CompanyTypes/Customer_Contact_Center*

## Company Type Bmc Profile

**Size**: [Large](/CompanySize/Large)
**Uses Tool**:
- [Agent Headsets](/CompanyTypes/Customer_Contact_Center/Products/Agent_Headsets)
- [Workstations](/CompanyTypes/Customer_Contact_Center/Products/Workstations)
- [IVR Telephony Systems](/CompanyTypes/Customer_Contact_Center/Products/IVR_Telephony_Systems)
- [Wallboard Displays](/CompanyTypes/Customer_Contact_Center/Products/Wallboard_Displays)
**Governance**: [Procurement Led](/DecisionStructure/Procurement_Led)
**Operates In**:
- [Business Process Outsourcing](/CompanyTypes/Customer_Contact_Center/Industries/Business_Process_Outsourcing)
- [Customer Service](/CompanyTypes/Customer_Contact_Center/Industries/Customer_Service)
**Supplied By**:
- [Telephony Provider](/CompanyTypes/Telephony_Provider)
- [Contact Center Software Vendor](/CompanyTypes/Contact_Center_Software_Vendor)
**Supplies To**:
- [Telecom Operator](/CompanyTypes/Telecom_Operator)
- [Retail Chain](/CompanyTypes/Retail_Chain)
**Designation**: none
**Core Activity**:
- [Handle Inbound Customer Calls](/Activities/Handle_Inbound_Customer_Calls)
- [Resolve Support Tickets](/Activities/Resolve_Support_Tickets)
- [Conduct Outbound Service Campaigns](/Activities/Conduct_Outbound_Service_Campaigns)
- [Escalate Complex Cases](/Activities/Escalate_Complex_Cases)
**Outsourced To**:
- [Telephony Provider](/CompanyTypes/Telephony_Provider)
**Signature Role**:
- [Contact Center Agent](/JobTypes/Contact_Center_Agent)
- [Team Supervisor](/JobTypes/Team_Supervisor)
- [Workforce Planner](/JobTypes/Workforce_Planner)
**Demands Service**:
- [Telephony Services](/CompanyTypes/Customer_Contact_Center/Services/Telephony_Services)
- [Contact Center Software](/CompanyTypes/Customer_Contact_Center/Services/Contact_Center_Software)
- [Agent Training](/CompanyTypes/Customer_Contact_Center/Services/Agent_Training)
- [Workforce Management Tools](/CompanyTypes/Customer_Contact_Center/Services/Workforce_Management_Tools)
**Serves Industry**:
- [Telecommunications](/CompanyTypes/Customer_Contact_Center/Industries/Telecommunications)
- [Retail](/CompanyTypes/Customer_Contact_Center/Industries/Retail)
- [Financial Services](/CompanyTypes/Customer_Contact_Center/Industries/Financial_Services)
**Provides Service**:
- [Inbound Customer Support](/CompanyTypes/Customer_Contact_Center/Services/Inbound_Customer_Support)
- [Outbound Service Campaigns](/CompanyTypes/Customer_Contact_Center/Services/Outbound_Service_Campaigns)
**Operational Model**: [Corporate Multi Unit](/OperationalModel/Corporate_Multi_Unit)
**Signature Process**:
- [Call Queue Routing](/Processes/Call_Queue_Routing)
- [Ticket Resolution Workflow](/Processes/Ticket_Resolution_Workflow)
- [Agent Performance Coaching](/Processes/Agent_Performance_Coaching)
**Outsources Process**:
- [Telephony Infrastructure](/Processes/Telephony_Infrastructure)
- [Facility Management](/Processes/Facility_Management)
**Forward Integrates Into**:
- [Customer Experience Outsourcing Firm](/CompanyTypes/Customer_Experience_Outsourcing_Firm)

## Neighborhood

### Related (outsourced to)

- [Customer Experience Management Firm](/CompanyTypes/Customer_Experience_Management_Firm) — outsourced to · CompanyTypes
- [Contact customers to respond to inquiries or to notify them of claim investigation results or any pl...](/Tasks/Contact_customers_to_respond_to_inquiries_or_to_notify_them_of_claim_investigation_results_or_any_pl...) — outsourced to · Tasks
- [Contact customers to obtain or relay account information.](/Tasks/Contact_customers_to_obtain_or_relay_account_information.) — outsourced to · Tasks
- [Contact customers or travel agents to advise them of travel conveyance changes or to confirm reserva...](/Tasks/Contact_customers_or_travel_agents_to_advise_them_of_travel_conveyance_changes_or_to_confirm_reserva...) — outsourced to · Tasks
- [Service products after sales](/Processes/Service_products_after_sales) — outsourced to · Processes
- [Service bank customers](/Processes/Service_bank_customers) — outsourced to · Processes
- [Sell ancillary products and services](/Processes/Sell_ancillary_products_and_services) — outsourced to · Processes

### Related (forward integrates into)

- [Traditional Telephone Answering Services](/CompanyTypes/Traditional_Telephone_Answering_Services) — forward integrates into · CompanyTypes

### Where it's applied

- [Automated QA Grading Vision](/Opportunities/Automated_QA_Grading_Vision) — applies thesis · Opportunities
- [AI Voice Trainer](/Opportunities/AI_Voice_Trainer) — applies thesis · Opportunities
- [Automated QA Scoring](/Opportunities/Automated_QA_Scoring) — applies thesis · Opportunities

### Uses tool

- [Interactive voice response software](/Products/Interactive_voice_response_software) — uses tool · Products
- [Automated call distributors ACD](/Products/Automated_call_distributors_ACD) — uses tool · Products
- [Workstations](/Products/Workstations) — uses tool · Products
- [Agent Headsets](/Products/Agent_Headsets) — uses tool · Products
- [Wallboard Display](/Products/Wallboard_Display) — uses tool · Products
- [Multi-Monitor Agent Workstation](/Products/Multi-Monitor_Agent_Workstation) — uses tool · Products
- [Headset and Telephony Equipment](/Products/Headset_and_Telephony_Equipment) — uses tool · Products
- [Automatic call distributor ACD](/Products/Automatic_call_distributor_ACD) — uses tool · Products
- [Agent Desktop Software](/Products/Agent_Desktop_Software) — uses tool · Products
- [Customer Service Console](/Products/Customer_Service_Console) — uses tool · Products
- [Conversation recording units](/Products/Conversation_recording_units) — uses tool · Products
- [Telephone headsets](/Products/Telephone_headsets) — uses tool · Products

### Serves industry

- [Telecommunications Equipment](/Industries/Telecommunications_Equipment) — serves industry · Industries
- [Health Care Services](/Industries/Health_Care_Services) — serves industry · Industries
- [Retail](/Industries/Retail) — serves industry · Industries
- [Financial Services](/Industries/Financial_Services) — serves industry · Industries
- [Utilities](/Industries/Utilities) — serves industry · Industries
- [Finance and Insurance](/Industries/Finance_and_Insurance) — serves industry · Industries
- [Retail Trade](/Industries/Retail_Trade) — serves industry · Industries

### Provides

- [Technical support or help desk services](/Services/Technical_support_or_help_desk_services) — provides · Services
- [Outbound Service Campaigns](/Services/Outbound_Service_Campaigns) — provides · Services
- [Help Desk Operations](/Services/Help_Desk_Operations) — provides · Services
- [Outbound Telemarketing](/Services/Outbound_Telemarketing) — provides · Services
- [Inbound Case Resolution](/Services/Inbound_Case_Resolution) — provides · Services
- [Customer Service Operations](/Services/Customer_Service_Operations) — provides · Services
- [Inbound Customer Support](/Services/Inbound_Customer_Support) — provides · Services
- [Order and Account Management Support](/Services/Order_and_Account_Management_Support) — provides · Services
- [Outbound Customer Outreach](/Services/Outbound_Customer_Outreach) — provides · Services

### Demands service

- [Workforce Management Platform](/Services/Workforce_Management_Platform) — demands service · Services
- [Telephony Service](/Services/Telephony_Service) — demands service · Services
- [Telecom Carrier Connectivity Services](/Services/Telecom_Carrier_Connectivity_Services) — demands service · Services
- [Telecommunication Services](/Services/Telecommunication_Services) — demands service · Services
- [Contact Center Platform](/Services/Contact_Center_Platform) — demands service · Services
- [Agent Training](/Services/Agent_Training) — demands service · Services
- [Contact Center Telephony](/Services/Contact_Center_Telephony) — demands service · Services
- [Staffing and Recruiting](/Services/Staffing_and_Recruiting) — demands service · Services
- [Speech Analytics](/Services/Speech_Analytics) — demands service · Services
- [Contact Center Software Licensing](/Services/Contact_Center_Software_Licensing) — demands service · Services
- [Agent Background Screening](/Services/Agent_Background_Screening) — demands service · Services

### Core activity

- [Resolve Help Desk Tickets](/Activities/Resolve_Help_Desk_Tickets) — core activity · Activities
- [Escalate Complex Cases](/Activities/Escalate_Complex_Cases) — core activity · Activities
- [Handle Inbound Customer Calls](/Activities/Handle_Inbound_Customer_Calls) — core activity · Activities
- [Conduct Outbound Service Campaigns](/Activities/Conduct_Outbound_Service_Campaigns) — core activity · Activities
- [Running Outbound Collections Campaigns](/Activities/Running_Outbound_Collections_Campaigns) — core activity · Activities
- [Handling Inbound Customer Inquiries](/Activities/Handling_Inbound_Customer_Inquiries) — core activity · Activities
- [Resolving Customer Service Cases](/Activities/Resolving_Customer_Service_Cases) — core activity · Activities
- [Scripting and Quality Monitoring Agent Customer Interactions](/Activities/Scripting_and_Quality_Monitoring_Agent_Customer_Interactions) — core activity · Activities
- [Staffing and Scheduling Large Agent Pools Against Forecasted Contact Volume](/Activities/Staffing_and_Scheduling_Large_Agent_Pools_Against_Forecasted_Contact_Volume) — core activity · Activities
- [Handling Inbound Customer Service Calls Chats and Emails Under Client Service Level Agreements](/Activities/Handling_Inbound_Customer_Service_Calls_Chats_and_Emails_Under_Client_Service_Level_Agreements) — core activity · Activities
- [Escalating and Resolving Customer Complaints and Account Issues](/Activities/Escalating_and_Resolving_Customer_Complaints_and_Account_Issues) — core activity · Activities

### Outsources process

- [Voice Provisioning](/Processes/Voice_Provisioning) — outsources process · Processes
- [Hosting Telephony Infrastructure](/Processes/Hosting_Telephony_Infrastructure) — outsources process · Processes
- [Carrier Circuit Provisioning](/Processes/Carrier_Circuit_Provisioning) — outsources process · Processes
- [Facilities and Property Management](/Processes/Facilities_and_Property_Management) — outsources process · Processes
- [Reference and Background Verification](/Processes/Reference_and_Background_Verification) — outsources process · Processes
- [Telephony Infrastructure](/Processes/Telephony_Infrastructure) — outsources process · Processes

### Signature process

- [Ticket Resolution](/Processes/Ticket_Resolution) — signature process · Processes
- [Call Quality Analysis](/Processes/Call_Quality_Analysis) — signature process · Processes
- [Help Desk Ticket Triage and Resolution](/Processes/Help_Desk_Ticket_Triage_and_Resolution) — signature process · Processes
- [Escalate Complex Cases](/Processes/Escalate_Complex_Cases) — signature process · Processes
- [Live Call Answering and Greeting](/Processes/Live_Call_Answering_and_Greeting) — signature process · Processes
- [Workforce Forecasting and Shift Scheduling](/Processes/Workforce_Forecasting_and_Shift_Scheduling) — signature process · Processes
- [Call Queue Routing](/Processes/Call_Queue_Routing) — signature process · Processes
- [Agent Performance Coaching](/Processes/Agent_Performance_Coaching) — signature process · Processes
- [First Contact Resolution Handling](/Processes/First_Contact_Resolution_Handling) — signature process · Processes
- [Client Escalation Management](/Processes/Client_Escalation_Management) — signature process · Processes
- [Agent Shift Scheduling and Queue Forecasting](/Processes/Agent_Shift_Scheduling_and_Queue_Forecasting) — signature process · Processes
- [Inbound Call and Chat Queue Management](/Processes/Inbound_Call_and_Chat_Queue_Management) — signature process · Processes
- [Agent Training and Quality Assurance Scoring](/Processes/Agent_Training_and_Quality_Assurance_Scoring) — signature process · Processes

### Supplies to

- [Telecom Operator](/CompanyTypes/Telecom_Operator) — supplies to · CompanyTypes
- [Retail Chain](/CompanyTypes/Retail_Chain) — supplies to · CompanyTypes
- [Insurance Carrier](/CompanyTypes/Insurance_Carrier) — supplies to · CompanyTypes
- [Retail Chain Operator](/CompanyTypes/Retail_Chain_Operator) — supplies to · CompanyTypes
- [Utility Company](/CompanyTypes/Utility_Company) — supplies to · CompanyTypes
- [Retailer](/CompanyTypes/Retailer) — supplies to · CompanyTypes
- [Ecommerce Retailer](/CompanyTypes/Ecommerce_Retailer) — supplies to · CompanyTypes
- [Health Insurance Plan](/CompanyTypes/Health_Insurance_Plan) — supplies to · CompanyTypes
- [Retail Bank](/CompanyTypes/Retail_Bank) — supplies to · CompanyTypes

### Supplied by

- [Telephony Provider](/CompanyTypes/Telephony_Provider) — supplied by · CompanyTypes
- [Contact Center Telephony Vendor](/CompanyTypes/Contact_Center_Telephony_Vendor) — supplied by · CompanyTypes
- [Workforce Management Software Vendor](/CompanyTypes/Workforce_Management_Software_Vendor) — supplied by · CompanyTypes
- [Contact Center Platform Vendor](/CompanyTypes/Contact_Center_Platform_Vendor) — supplied by · CompanyTypes
- [Contact Center Software Vendor](/CompanyTypes/Contact_Center_Software_Vendor) — supplied by · CompanyTypes
- [Staffing Agency](/CompanyTypes/Staffing_Agency) — supplied by · CompanyTypes
- [Telecommunications Carrier](/CompanyTypes/Telecommunications_Carrier) — supplied by · CompanyTypes

### Signature role

- [Workforce Planner](/JobTypes/Workforce_Planner) — signature role · JobTypes
- [Contact Center Agent](/JobTypes/Contact_Center_Agent) — signature role · JobTypes
- [Team Supervisor](/JobTypes/Team_Supervisor) — signature role · JobTypes
- [Team Lead](/JobTypes/Team_Lead) — signature role · JobTypes
- [Customer Service Representative](/JobTypes/Customer_Service_Representative) — signature role · JobTypes
- [Quality Assurance Coach](/JobTypes/Quality_Assurance_Coach) — signature role · JobTypes
- [Workforce Management Analyst](/JobTypes/Workforce_Management_Analyst) — signature role · JobTypes
- [Contact Center Operations Manager](/JobTypes/Contact_Center_Operations_Manager) — signature role · JobTypes
- [Customer Service Agent](/JobTypes/Customer_Service_Agent) — signature role · JobTypes

### Forward integrates into

- [Customer Experience Outsourcing Firm](/CompanyTypes/Customer_Experience_Outsourcing_Firm) — forward integrates into · CompanyTypes
- [Customer Experience Outsourcer](/CompanyTypes/Customer_Experience_Outsourcer) — forward integrates into · CompanyTypes
- [Contact Center Service Provider](/CompanyTypes/Contact_Center_Service_Provider) — forward integrates into · CompanyTypes

### Outsourced to

- [Telecom Carrier](/CompanyTypes/Telecom_Carrier) — outsourced to · CompanyTypes
- [Background Check Provider](/CompanyTypes/Background_Check_Provider) — outsourced to · CompanyTypes
- [Managed Telephony Provider](/CompanyTypes/Managed_Telephony_Provider) — outsourced to · CompanyTypes

### Industries where this operates

- [Customer Service](/Industries/Customer_Service) — operates in · Industries
- [Business Support Services](/Industries/Business_Support_Services) — operates in · Industries
- [Telephone Call Centers](/Industries/Telephone_Call_Centers) — operates in · Industries
- [Administrative and Support Services](/Industries/Administrative_and_Support_Services) — operates in · Industries

### Has size

- [Mid Market](/CompanySize/Mid_Market) — has size · CompanySize
- [Large](/CompanySize/Large) — has size · CompanySize

### Has governance model

- [Owner Decides](/DecisionStructure/Owner_Decides) — has governance model · DecisionStructure
- [Procurement Led](/DecisionStructure/Procurement_Led) — has governance model · DecisionStructure

### Has operational model

- [Corporate Multi Unit](/OperationalModel/Corporate_Multi_Unit) — has operational model · OperationalModel

### Problems this exposes

- [after-call wrap-up notes are inconsistent, breaking downstream CRM disposition codes](/Problems/after-call_wrap-up_notes_are_inconsistent,_breaking_downstream_CRM_disposition_codes) — exposes problem · Problems
- [queue abandonment during peaks with no callback offer loses resolvable contacts](/Problems/queue_abandonment_during_peaks_with_no_callback_offer_loses_resolvable_contacts) — exposes problem · Problems
- [agent schedule adherence collapses against unforecast intraday call spikes](/Problems/agent_schedule_adherence_collapses_against_unforecast_intraday_call_spikes) — exposes problem · Problems
- [IVR misroutes drive repeat transfers and inflate average handle time](/Problems/IVR_misroutes_drive_repeat_transfers_and_inflate_average_handle_time) — exposes problem · Problems
- [manual QA samples only 1-2% of calls, leaving compliance breaches unseen](/Problems/manual_QA_samples_only_1-2%25_of_calls,_leaving_compliance_breaches_unseen) — exposes problem · Problems
- [knowledge-base answers go stale, so agents give divergent guidance on the same policy](/Problems/knowledge-base_answers_go_stale,_so_agents_give_divergent_guidance_on_the_same_policy) — exposes problem · Problems