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 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 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 a caller with the right agent based on caller and agent characteristics. This can help boost customer satisfaction and improve the customer experience.
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