ABSTRACT
When people strike up a conversation with me, they invariably ask what I do for a living. When I reply, they almost always follow up with: "What i s a call center?"
I then say , "You know when you dial a toll-free numbe r t o talk to someone, like in customer service or sales?" Their heads nod. "That's a call center." Or I will add: "If youVe dialed a doctor's office an d go t an answering service, dialed a hotline o r 911, you've reached call centers, too. "
