You answer a call in a call center just the way management tells you to. Each call center service has its own requirements for how a call is to be answered.
A call center is called such because it employs people to either take or make telephone calls to existing or potential customers. Centers which also use web-based chat, SMS, social media, etc. are...
Its depends like if he is dialing in call center then he is a working as a "Caller" or "Telecaller" or "Agent". Managing callers under him then "Team Leader" or "Team Manager"
Call management is easy with the right kind of phone system. Virtual PBX system has features that can back up call handling system of different kinds of business.