Every call center is unique in how it handles calls for a business. Some are dedicated call centers that handle the same thing for one company (e.g. cable providers, banks, etc.). These call centers more than likely use the same process start to finish on every call they handle. Then there are shared call centers that handle a wide range of services for multiple clients (e.g. law offices, HVAC, ministries, catalog services, etc.). In this case, the call center team has to be able to understand how to handle a wide variety of call types for different companies.