Business Process Outsourcing, a very essential part of this industry is call centers that caters to the needs of some companies for a dedicated unit that will receive and make calls, do sales, and perform marketing functions. By hiring a call center a company can acquire valuable information from its customers to deliver front line customer services. Some time these call centers operated by method of company owned and company operated and sometime these services outsource to other professional call center providers. The main responsibility of a call centers are taking inbound and outbound calls. There is another important service provide by call centers is telemarketing service which is used to make sales on behalf of client. Call centers also handle desk queries and catalog orders. In addition to these tasks, they also identify customer care needs, anticipate customer behavior, and execute necessary functions while customers are still on the line.

Live CSRs, account representatives, and program managers are the backbone of the call center operation. In outbound call centers, marketing representatives from companies initiate calls to customers. These representatives might call to inform customers that the orders are available or to follow up on problems that the customers need help with. The success of outbound call centers depend on their experience, technical solutions, assurance programs, and commitment to customer service excellence. These call centers ensure results from direct marketing efforts. Online customers and callers contact inbound call centers to purchase things like airline tickets, get technical assistance with their gadgets, or get answers about utility bills, and many other reasons that company representatives are needed. Many companies hire inbound call centers for active customer service that could be utilized for cross-selling and up-selling.

Cross-selling is a term that describes the sale of more products or service to customers. Up-selling on the other hand, is a marketing approach whereby attempts to have consumers purchase more expensive items, upgrades, and other add-ons to make more profitable sales. Web-enabled call centers are now considered necessity to survive and thrive in a tough business environment. Motive of these call centers is to build the trust in customers for their brand, service providers, help & improve people's ability to contact the company that provided them with a service or product. Good customer service is key to developing customer loyalty & trust and at the same time, companies can keep track of the changing customer tastes, preferences & trends.

Call centers are very effective in improving communication between clients and companies, thereby improving customer satisfaction. All businesses rely on the sales, purchases of services or products, increased in customer satisfaction can lead to improved business profits. In addition, having a call center may increase the quantity and types of customers. Because that many call center representatives are multilingual, they will be able to assist new and existing foreign clients. Trained, qualified and friendly staffs at call centers working hard for company’s profits, productivity, trust.