Sign up to get full access to all our latest content, research, and network for everything customer contact.

GLOSSARY: Cost Center

Often a term of derision, this refers to a business unit that, by virtue of its function, generates a net cost for the business.  The call center, by spending money to support customers with no assurance of corresponding revenue increases, has historically been dismissed as a “cost center.”  Call center leaders have attempted to combat this stigma by demonstrating a correlation between service experience and revenue and by incorporating revenue-generating activities into the center.