I work where: in contact or call center?

Confusing?

Most call centers now (at least in the Philippine sunshine industry) are being called contact centers to mean that aside from handling phone calls, with various advancements in computer network and telephony technologies, these centers can actually handle any type of customer contact: phone (direct landlines or mobile), instant messaging (via text or multimedia messages with photos, videos, and audio clips), emails, chats, realtime Web tours or online technical support, fax, video calls and data transmission signals.

However, the term contact center is not used extensively (contrary to its use in company names). Ask any agent you know where he or she works, the answer will definitely be "in a call center." Well, whatever contact management capabilities they may have, bulk of the business of these centers still are from voice calls. Even BPOs now are leveraging on their resources to get into the teleservices business.

When asked where I work, I say "in a local contact center--we just can't get enough from voice."