Did you get the call center or did you get the actual business?

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How do you know if you are talking to an operator in a call center or if you have reached the actual building you intended to call? The call center I work for receives almost all the phone calls that come in to buildings in locations covering many states. Almost everyone who calls thinks we are actually in that specific building. Actually we are all in our homes, maybe even in our jammies while talking to our callers. Everything we need to know is at our fingertips on our computers or reachable by phone extension if we need assistance with a call. We have the capability to transfer callers to any person with a phone extension in any of the various buildings. We also have the capability to check into information specific to each building as needed. It is hard for the caller to know if they are speaking to someone "in" the call center or in the actual building. Most are not even aware that there is a call center answering the calls. What do you think? Should businesses let their customers/clients know that they have a call center answering all phone calls? Or should they keep that "secret" as we do. We are allowed to say we are in the call center if we are asked. But we are not allowed to say we are working from our homes. We have to pretend we are in a central location at the corporate offices. If the call center personnel you are speaking with can answer your questions without bothering people on the floor, is that satisfactory for you? If you are actually in the business itself and being helped by an employee in person, would you rather have callers be routed to the call center for assistance or have the employee helping you be distracted by continual phone calls?