What is a contact centre caller?

In the context of a contact centres, a caller refers to an individual who initiates an inbound call to the contact centre. The primary objective of a contact centre is to determine the most suitable method to assist the caller based on their specific needs. Sometimes, this involves enabling the caller to help themselves through a self-service process, while in other instances, it entails connecting them with a live agent.

The choices may involve interacting with an interactive voice response (IVR) system for self-service tasks, or the caller may prefer to engage with a human agent.

For agent-assisted calls, many contact centres strive to match each caller with the most appropriate agent by considering factors related to both the caller and the agent. This approach aims to enhance customer satisfaction and elevate the overall customer experience.

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Contact Centre Glossary

How Opus' contact centre consultants can assist you

Opus are the leading specialist contact centre reseller in the UK. We have a dedicated consultancy team who are technology agnostic in their consultative approach to contact centre design, deployment and ongoing support. Often, a combination of two or more contact centre partners are used to deliver specific business outcomes delivering added value to our clients but also solutions fit for your organisations specific needs.

Our specialist contact centre services include but are not limited to:

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