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The U.S. Federal Communications Commission (FCC) has made several requirements applicable to wireless or mobile phones: [12] Basic 911: All 911 calls must be relayed to a call center, regardless of whether or not the mobile phone user is already a customer of the network being used. [13]
The term "call center" was first published and recognised by the Oxford English Dictionary in 1983. The 1980s saw the development of toll-free telephone numbers to increase the efficiency of agents and overall call volume. Call centers increased with the deregulation of long-distance calling and growth in information-dependent industries. [11]
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Public-safety answering point in Kraków, Poland. A public-safety answering point (PSAP), sometimes called a public-safety access point, is a type of call center where the public's telephone calls for first responders (such as police, fire department, or emergency medical services/ambulance) are received and handled.
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