In contact center terms, a caller is someone who makes an inbound call to a contact center. A contact center's goal is to match a caller to the response method that best serves their needs. Sometimes that means self-service and other times that means sending them to an agent. They may get the help they need through an interactive voice response (IVR) system, in which case it's a self-service transaction, or they may want to speak with a human agent.
A caller can contact a call center for a number of reasons, including to place an order, check on delivery status, or receive help regarding a defective product. With agent-assisted calls, most call centers will try to pair the caller with the right agent based on caller and agent characteristics. This can help boost customer satisfaction and improve the customer experience.
