What a great topic! And love that you called them a team member Ashley Parada. How do you refer to their role as well? Boldr's a BPO and we call everyone a team member, because we've found "agent" has the same dirty associations that are tied to a BPO. And I think we're pretty different to a typical outsourcing company.
For me, contact center is alright and still different to call center (which I imagine your team member really doesn't liek!) -> and if a potential client asks me to build a call center I probably know they're not a fit for us.