CCW Digital 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.
