Call Centres (or Contact Centres) have become increasing important components of modern business operations. They are often the focal point of customer sales and service and form the front door of the company. Sophisticated technologies are being employed which provide enhanced and personalised services for customers. New technologies have enabled the interconnection of enterprise systems and the customer intelligence collected by Call Centres can be made available company-wide. Multiple channels for connecting and communication via Call Centres have become practical realities through the use of facsimile, email, web site sessions in which CSRs can take live calls and push information out to callers on request, on-line catalogues and ordering facilities, pop-up screens with company database information that automatically activate when regular customers make contact with the Call Centre. Sophisticated workforce optimisation tools are being employed to maximise the effectiveness and efficiency of Call Centres. Workforce optimisation tools can also importantly create improved working conditions for CSRs by balancing schedules in better ways.

While technology has become a powerful enabler of new services, the CSR's role has become more demanding and requires multi-skilled, customer orientated personnel. CSRs are required to work well with customers, possess technical skills, proficiency with computers, strong verbal communication skills, professional and positive attitudes, be able to work under pressure, and to work in teams. Because of the nature of the work, the queuing environment, and rapidly changing processes, Call Centres are often high-stress work places which require careful management, motivation, and training of staff. Call Centres commonly experience high staff turnover which represents a significant management challenge along with high costs for the hiring company. Call Centres are often a key component of business strategy in regard to customer relationship management, acquisition and retention; accordingly Call Centres increasingly represent significant investments in capital and human resources.