A financial term that refers to a department or function in an organization that generates profit. Contact centers that operate as profit centers keep a close eye on costs, but also keep an eye on value-adding activities of the company. contact center.
The attention to added value in the profit center leads to different activities than in one cost center. Cost centers often focus on an average call duration and try to do everything we can to keep it as low as possible. In a profit center, the organization will always look for opportunities to increase value during conversations. This usually means that the effective collection and use of customer data and a focus on cross-selling are paramount. The extra investment in time and therefore the longer talk time is seen as justified because the added value covers these costs.
See Cost Center, Value center