We are supposed to tell people, when they inquire, that we're The Daytime Messaging Service, or, at nite (which is primarily when I work), it's The After-Hours Billing Department or The After-Hours Scheduling Department.
At my workplace, we're not supposed to tell people we're a call center (even tho, when it comes down to nuts-and-bolts, we really ARE).
These semantics are fooling NOBODY. LOL!
(By the way, I'm a Customer Care Coordinator; my job consists of performing scheduling functions and soft collections functions for physicians, medical facilities, and healthcare providers across the US. I've also been known to train new hires on occasion.)
Yeah. The scripts are written already considering the type and what process you have. Mostly different names are used for the call center services when used to call the customer. Like the affiliate marketing company uses call center, but they ask the call center guys to put it this way." this is so and so from so and so company. We are from the "market research department" and would like to share your views on current status of the product" . Hardly anyone tells that we are from call center. Workers are assigned different processes at the call center and so their scripts change. Hope that helps.